Project • Ongoing

User Journeys: Mobile Money enabled Cash and Voucher Assistance Programmes

Billions of dollars in humanitarian cash and voucher assistance (CVA) programmes are delivered annually to populations affected by conflict and/or natural disaster and who need cash assistance to meet their basic needs. The humanitarian sector predicts continued rapid growth in the delivery of CVA, much of which is delivered through digital channels such as mobile money. The potential for mobile money to offer transformational benefits of digital and financial inclusion for recipients of CVA has begun to be explored, but mobile money adoption will only be equitable for all recipients if payment systems can address the needs of the most vulnerable.

In order to understand people’s lived experiences of receiving mobile money enabled CVA, GSMA Mobile for Humanitarian Innovation (M4H) programme has commissioned a research project to explore the user journeys of people receiving this assistance. GSMA is working with Ground Truth Solutions to lead the research on the ground. The project aims to identify recommendations for mobile network operators and humanitarian organisations to reinforce equitable mobile money adoption, including for the most vulnerable.

Ground Truth Solutions will conduct mixed methods research in Burundi and Somaliland to better understand the user journey experience. We are interviewing users, mobile network operators, humanitarian organisations and other key stakeholders, and will validate these findings with a quantitative survey that builds on the qualitative findings.