To roll out new financial products and services for low-income consumers in Zambia, Zoona partnered with MM4P and 17triggers to explore customers’ needs and expectations. This is the story of how Zoona, 17triggers and MM4P staff worked together with a human centered design approach to gain deep understanding of Zambian consumers. This exercise enabled the Zoona team to create and test in real conditions a number of scenario improving customers experience with digital financial services.

Mobile Money for the Poor (MM4P) is a programme launched by UNCDF in partnership with the Swedish International Development Agency (Sida), the Australian Department of Foreign Affairs and Trade (DFAT), the Bill & Melinda Gates Foundation and The MasterCard Foundation. MM4P provides support to digital financial services (DFS) in a selected group of least development countries (LDCs) to demonstrate how the correct mix of financial, technical and policy support can build a robust DFS ecosystem that reaches low income people in LDCs.