Country: Côte d’Ivoire

The challenge and what MTN wanted to achieve

Limited access to formal financial services has historically constrained economic participation in Côte d’Ivoire, particularly for individuals without formal credit histories. In 2017, only 41% of the population had access to financial services, with just 7% holding registered bank accounts. This exclusion left many people unable to access credit for essential needs or respond to financial shocks. At the same time, high mobile phone penetration among unbanked adults presented an opportunity to extend affordable, inclusive financial services through digital channels. MTN set out to bridge this gap by enabling access to short-term credit through mobile money, supporting resilience and economic participation for underserved customers.

What we did

MTN developed MoMoKash, a micro-lending service integrated directly into its mobile money platform. The initiative was underpinned by deep user research to understand financial behaviours and the role of informal solutions, such as airtime advances, in meeting unmet needs. We adopted an iterative development approach, testing and refining the service through pilots before scaling. Regulatory collaboration was central, with MTN working proactively with relevant authorities to ensure compliance across financial and telecommunications frameworks. Internally, cross-functional teams spanning product development, data science, risk, compliance, legal and customer experience collaborated to deliver the solution, supported by alternative credit scoring models and affordability controls.

Outcomes and impact

Outcomes and impact

MoMoKash significantly expanded access to digital credit for previously excluded users, creating digital credit histories and enabling access to short-term loans that support quality of life and economic activity. The initiative also contributed to increased mobile money registrations and active usage, while generating sustainable revenue through higher transaction volumes and lending activity. Beyond customer impact, MoMoKash strengthened MTN’s position as a trusted partner in advancing national financial inclusion objectives, recognised by regulators and policymakers 

Lessons learnt

The initiative reinforced the importance of grounding product design in deep user insight, building regulatory partnerships early, and designing for iteration and adaptation.