Microfinance & E-payments in Zambia: The Role of Consumer Education in Promoting Adoption

The growing number of branchless banking deployments around the world presents a critical opportunity to expand financial inclusion, helping to bring unbanked people into formal financial services for the first time. Although take-up of branchless banking services has been strong, usage has remained low. One critical element of branchless banking deployment that might not be given sufficient attention is the customer’s experience with the branchless banking service.

This case study highlights salient lessons learned from the Consumer Education Branchless Banking project in Zambia and it provides a synopsis of data documented at each phase of its implementation, from market research to process documentation to outcomes assessment. The lessons learned from this project can shed light on consumer education's role in promoting the use of branchless banking.