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5 Tips for Designing African Digital Banking Experiences for Young & Old

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As mobile internet connectivity grows, African youth are fast embracing the opportunity to connect, converse and transact on the web.

According to the GSMA (Mobile Economy Report 2015), mobile internet penetration in Sub-Saharan Africa was expected to reach 38% by 2020.

This has largely been driven by lower costs of smartphones, which the GSMA says have decreased by 20% since 2008.

A rapidly growing local app market and easy access to games and social media have captivated the youth market.

Although the Millennials generation is a Western construct, African youth (18 to 34) – particularly the urban youth – are displaying similar online behaviour patterns to their counterparts in developed countries.

And, while the older generations may accuse them of being driven by a need for instant gratification, the youth’s expectation of simple, fast and always-on service is shifting how organisations design their offerings.

Banks, meanwhile, have built their credibility by portraying themselves as the bastions of the economy, institutions designed to protect your money, with caution built into their organisational DNA.

While this is important, of course, it isn’t something that necessarily attracts their fastest growing potential customer base.

Here are five pointers to help African banks attract and retain customers, no matter what their age, and to ensure they are preparing for future generational expectations. 

1. Prepare to be compared
At the very outset, it’s important for banking institutions to understand that the younger generations are swiftly getting used to having information at their fingertips.
Research published by Pew Research Centre (2015 Global Attitudes Survey) shows that African youth are jumping at the opportunity to engage online.
In Tanzania, those aged between 18 and 34 are 17% more connected to the internet than their elders. This climbs to a significant 31% in both Nigeria and Kenya.
The research also shows that the connected youth are active on social media on a daily basis.
Social media is being used to ask questions and to make comparisons based on experience. Price comparison websites are also making it easier to make informed decisions.
This significantly changes the dynamic of how the youth choose products and interact with brands. It is obvious then, that banks will need to change the way they engage with the younger generation.  Designing for a frictionless experience must be priority.

2. Just make it work
User experience becomes a key issue when servicing customers across generations.
Based on their engagement with global sites, the connected youth have an expectation that everything must work immediately, offer real value, in a seamless experience.
While the younger generations have a better understanding of technology, continued literacy challenges and multiple regional dialect demographics adds complexity to the user interface served up by financial institutions.
Complex security terms such as phishing and pharming can cause mistrust of the service. In many instances, this lack of understanding may lead to customers avoiding digital channels altogether, which in turn drives up the cost of delivery for the banks.
Making use of technology that appears exceptionally simple to the user takes away the fear factor.
When it comes to authentication, banks must guarantee their customers’ protection against phishing and other digital fraud vectors without the costly and clumsy use of one-time passwords.
These may give the appearance of good security, but they are less effective and overly complicated, particularly for those accessing services on their phones.
Removing complexities at the very outset of the transaction resonates with both the older and younger generations.

3. No one reads anymore
No generational cohort reads lengthy warnings or instructions.
People will click through to the end of an instalment or process without actually being fully aware of the details – or this may again increase their mistrust of the service.
Moreover, in our experience, when an organisation uses text-heavy instructions, abandonment rates shoot up. When communicating instructions, the “keep it simple” rule reigns supreme.

4. Markets are not the same
Companies also need to understand that new markets work very differently.
What may have worked in Botswana, may not be obvious to those in Kenya.
People use and engage with technology, language and each other differently in every market. This includes generational quirks.
Banks will need to tweak their user engagement depending on where they are operating.
Working with partners who have experience in a region allows a bank to learn from their experiences, which can save time and costly mistakes.

5. Innovating for future generations
We see a lot written about banks becoming simple transaction pipes. To avoid this, they must adapt in order to provide better value for their customers.  This can be achieved in three ways:
A simple user authentication, which has excellent security, is a great way to build trust with customers.
Once this is in place, you can confidently open up your channels and add new services.
Banks can then begin leveraging their merchant network in order to start on-selling their products to their customers – essentially becoming an aggregated merchant platform. By nurturing trust, banks are able to capitalise on a captive customer base and bring to bear vast economies of scale.
The complexities of catering across borders and language barriers and for different generations with different user expectations are enormous. However, if banks invest in technologies that are simple, seamless and flexible, they can not only ensure all age groups form trusting, lasting relationships with them, but also take an important step towards building new revenue opportunities for the future.

Dewald Nolte
Co-founder and VP Business Development at Entersekt
Dewald Nolte helped establish Entersekt in 2008, and later took up the position of VP of Business Development for the company.
Having identified an urgent need for innovative new approaches to securing digital transactions and other sensitive data, he and his fellow co-founders set out to build a business that is dedicated to providing transaction authentication using digital certificate technology deployed to mobile phones.


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E-Financial

CBN Misinterprets Cyber Security Provisions – Falana

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Femi Falana, SAN, has said that the recently imposed 0.5 per cent cybersecurity levy is not meant for individuals.

CBN Misinterprets Cyber Security Provisions - Falana

Femi Falana

 

Falana made this known in a statement, saying the circular of the Central Bank of Nigeria (CBN), wrongly interpreted the provisions of the Cybercrime (Prohibition, Prevention, etc.) Amendment Act 2024.

According to the senior lawyer, “The CBN should also apologise to Nigerians for the misleading interpretation of the unambiguous provisions of Cybercrime (Prohibition, Prevention, etc.) Amendment Act 2024,”.

Public outcry has greeted the introduction of 0.5 per cent levy on the value of all electronic transactions, by the federal government

According to the announcement, the levy was to be remitted to the National Cybersecurity Fund, overseen by the Office of the National Security Adviser (NSA).

Falana said though the said levy is payable by the businesses listed in the second schedule to the principal Act, the CBN wrongly directed all financial institutions to apply the levy at the point of electronic transfer origination.

“The erroneous interpretation might have arisen from the substitution of ‘businesses’ for ‘business’ in the amendment.

For the avoidance of doubt, by Section 42(a) of the Cybercrime Act 2025 as amended, the businesses which are required to pay the levy are GSM service providers and all telecommunications companies; Internet service providers; banks and other financial institutions; insurance companies; and the Nigerian Stock Exchange,” Falana said.

 

 

 

 


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Wema Bank Launches CoopHub, Digital Solution for Cooperative Societies

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Wema Bank has launched CoopHub, a new digital solution for Cooperative Societies at a ceremony held on Friday, to commemorate the 79th anniversary of the bank.

Wema Bank Launches CoopHub, Digital Solution for Cooperative Societies

CoopHub, the first of its kind in the Nigerian banking industry, is a digital platform designed strategically to transform the way Cooperative Societies operate by providing tailored solutions that bridge the gaps in the traditional framework of Cooperative Societies.

The unique platform insulates Cooperative Societies against prevalent struggles like manual recordkeeping, limited access to loans, poor communication, insecurity, and other restrictions, supporting them with the solutions needed to not only mitigate these problems but also operate with the utmost efficiency.

With CoopHub, leaders of Cooperative Societies can manage every aspect of their community’s operations from a simplified dashboard accessible on their phones, seamlessly managing their Cooperative Society’s finances, communication, member records, analytics and every other detail in real time and on the go.

Members of the Cooperative Societies also enjoy increased access to loans, seamless contribution tracking, secure transactions, and easy communication with the leaders.

Essentially, CoopHub helps Cooperative Societies maintain 100% transparency, reliability, and security, with the option of white labelling for a customised experience.

Disclosing the Bank’s motive for creating CoopHub, Moruf Oseni, Wema Bank’s MD/CEO, highlighted the Bank’s commitment to innovation and customer-centricity.

“Cooperative Societies have many pain points. As a bank that is committed to empowering lives through innovation, we examined the end-to-end value chain of Cooperative Societies and launched CoopHub to provide solutions that address the pains and headaches in the Cooperative Society experience for both the leaders of these communities and the members.

CoopHub is the future of Cooperative Societies and we have designed every detail to address the needs of every player in the Cooperative Society ecosystem and empower these communities for optimal productivity,” he said.

Delving into the unique features of CoopHub, Solomon Ayodele, Wema Bank’s Head of Innovation, added, “CoopHub is taking Cooperatives to an era where conflicts, stressful physical meetings, mistrust, inadequate capital, poor recordkeeping and inefficient governance are all a thing of the past.

With a digitised database for all records, a dedicated User Management section for leaders to manage members efficiently, a transparent overview of contributions for both leaders and members, seamless communication framework that allows for easy planning of meetings and events, and a host of other unique features, CoopHub truly is the solution that every Cooperative Society needs.

To promote community and financial security, CoopHub also offers a three-factor authentication system that ensures that every withdrawal from the Cooperative Society’s account is subject to an approval of three members of the Cooperative Society, including the Admin.

We have been very intentional with CoopHub and I encourage every Cooperative Society to come on board and experience the future of Cooperative Societies through CoopHub”, Ayodele concluded.

CoopHub is now live and open to every Cooperative Society across the world.

This futuristic solution is set to not only empower Nigerian lives with increased access to their needs through Cooperative Societies, but also revolutionise Cooperative Society operations for the best.


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SEC Issues Rules on Issuance, Allotment of Private Companies’ Securities

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The Securities and Exchange Commission (SEC) has unveiled new rules on Issuance and Allotment by Private Companies Securities. The rules declared that any person who issues or allots securities without its prior approval or violates any provisions of its regulations would be liable to a penalty not less than N10 million in the first instance and a further sum of N100,000 for every day the violation continues.

The recommended fine is contained in the proposed new rules on the issuance and allotment of private companies and securities prepared by the Securities and Exchange Commission.

The rules apply to debt securities issuances by private companies either by way of public offer, private placement or other methods as may be approved by the Commission; Registered exchanges and platforms which admit debt securities issued by private companies for trading, price discovery or information repository purposes; Registered capital market operators who are parties in issuances and allotment of debt securities of private companies.

The Commission, which set out stringent punishment for those who violate the regulation, stated: “Any person who issues or allots securities without the prior approval of the Commission, or violates any provisions of these rules shall be liable to any one or more of the following sanctions: i. A penalty of not less than N10 million in the first instance and a further sum of N100,000 for every day the violation continues; ii. Suspension, or withdrawal of the registration of the capital market operator(s) involved; iii. Disgorgement of proceeds/income from the transaction; and iv. The Commission may ratify or rescind a transaction if it is in the interest of the public to do so; v. Any other sanction the Commission deems fit in the circumstance.”

The document stated that a private company may list its securities on a registered securities exchange, adding that such securities must be listed not later than 30 days after completion of allotment.

SEC explained that for a private company to be eligible to issue securities under the regulations it must be a company duly incorporated under Companies and Allied Matters Act (CAMA), or other enabling Laws with at least three years track record of operation.

The regulations pegged the maximum amount a private company can raise within a one-year period at N15 billion provided that where a private company intends to undertake any further debt securities issuance, it shall be required to re-register as a public company.

 


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