Project • Ongoing

Improving user journeys for humanitarian cash transfers

Humanitarian agencies today increasingly deliver cash to affected people. The variety of systems and mechanisms used to transfer money is growing. From digital payment systems (like mobile money accounts, prepaid or smart cards, and electronic vouchers) to more traditional methods of delivering funds (through agents, informal networks, or over the counter), there is still much to be learned about how well these systems are able to meet recipients’ needs and to satisfy their preferences. Funded by the United Kingdom’s Department for International Development (DFID), our research contributes to a more holistic understanding of how cash transfer programmes and their underlying features are perceived by recipients. In collaboration with experts from the Overseas Development Institute (ODI) and Oxfam, we combine quantitative perception surveys with qualitative analyses of individual user journeys. A thorough understanding of these journeys – including recipients’ preferences, expectations, and satisfaction levels at various points of interaction with the cash programme – helps donors fund context-appropriate and effective delivery mechanisms while providing aid agencies with the tools to improve the design of their programmes. In December 2017, we surveyed just over 260 cash recipients and conducted a series of in-depth user journey interviews in Kenya’s Turkana and Nairobi counties. By the summer of 2018, we will produce guidance for donors and agency field staff along with presentations and a short video summarising the main findings.