Ethiopia’s Transition to Digital Payment
(Seble Enyew)
Design space
I am deeply interested in comprehending the transition towards digital banking technology at
Bank of Abyssinia in Ethiopia. Specifically, I’m delving into how customers are embracing and
adapting to the mobile/online banking services, as well as the efforts made by bank employees to
ensure their proficiency and comfort in using these platforms. My entry point into this research
involved conducting qualitative interviews and surveys with customers who have recently
adopted mobile/online banking at Bank of Abyssinia. Additionally, I engaged directly with bank
employees to gain invaluable insights into the strategies and initiatives they employ to facilitate
this shift.This choice of topic arises from my fascination with the global trend towards digital banking, spurred by the widespread prevalence of smartphones and the increased accessibility of the internet. In Ethiopia, this transition is particularly noticeable as more individuals are turning to their mobile devices for their financial transactions and services. Bank of Abyssinia has responded to this trend by providing mobile applications and web interfaces, allowing customers to manage their accounts, conduct transactions, and transfer funds from the comfort of their homes or workplaces. This shift grants customers the flexibility to handle their finances at anytime, diminishing the reliance on traditional banking hours. Through the research, I aim to gain comprehensive insights into how this transition is shaping customer experiences and the bank’s operational strategies.
Data collection methods (with documentation)

To gain deeper insights, I will conduct in-depth interviews with Bank of Abyssinia customers who have recently transitioned to mobile/online banking. Surveys will also be administered to gather quantitative data on adoption rates and user experiences. Additionally, discussions with bank employees and a review of internal bank resources and policies will provide valuable context on the measures taken to ensure customer comfort and proficiency in utilizing these digital services.After conducting a thorough survey at Bank of Abyssinia’s Hayahulet branch, it is evident that employees are highly committed to providing exceptional support for customers transitioning to online/mobile banking. When customers approach them for assistance in opening online/mobile banking, the majority of employees reported offering detailed guidance and support, ensuring that customers are comfortable with the process. This personalized approach is complemented by the availability of comprehensive training sessions for those who are new to online banking,showcasing the bank’s dedication to customer education. Additionally, employees provide a brief yet informative overview of the security measures associated with online/mobile banking,assuring customers of the safety of their transactions.
In terms of technical support, the bank demonstrates a strong commitment to customer
satisfaction. A 24/7 technical support hotline is available for customers experiencing setup
issues, reaffirming their dedication to providing uninterrupted service. Moreover, employees are
proactive in promptly addressing and resolving customer inquiries and concerns related to
online/mobile banking services. This ensures that any issues are swiftly dealt with, enhancing the
overall customer experience. The bank also actively follows up with customers to gauge their
satisfaction levels, highlighting their dedication to continuous improvement.Regarding the protection of customer data and privacy, the bank has implemented basic data security measures during the online/mobile banking setup process. While the approach is considered fundamental, it establishes a solid foundation for safeguarding sensitive information. When it comes to assisting customers with setting up security features like two-factor authentication, employees provide step-by-step guidance, ensuring that customers have a clear understanding of how to enhance their account security. However, it was noted that there is minimal assistance available for customers with limited digital literacy, regardless of their skill level. This could be an area of improvement to enhance inclusive and accessibility. In relation to design research questions, Bank of Abyssinia has implemented a comprehensive strategy to ensure employees are proficient in assisting customers with digital banking services.This includes personalized guidance, extensive training sessions, and round-the-clock technical support. The bank also employs various initiatives to help customers become proficient with online/mobile banking, such as providing in-depth training sessions and offering continuous support. The main concerns faced by customers considering the transition to mobile/online banking revolve around data security and privacy. The bank’s approach of providing a basic yet solid foundation in data security measures addresses this concern effectively.
Design research questions
– What strategies and training programs are implemented by Bank of Abyssinia to ensure
that employees are proficient in assisting customers with digital banking services?
– What are the main obstacles or concerns that customers face when considering the
transition to mobile/online banking?
– What initiatives does Bank of Abyssinia employ to assist customers in becoming
proficient with mobile/online banking?
Stakeholder
Stakeholders including descriptions/examples;
The primary actors in this space include Bank of Abyssinia customers who have adopted
mobile/online banking, and bank employees who play a pivotal role in facilitating this transition.
Additionally, technology and infrastructure providers are indirectly involved in enabling the
digital banking experience.

Intervention

Limitations/Next steps
I personally encountered a significant limitation during my research at Bank of Abyssinia’s
Hayahulet branch. Specifically, there was an unavailability of specific data regarding the
utilization of mobile banking. Despite my efforts, the manager did not provide access to this
crucial information. This data could have greatly enriched my analysis and provided a more
comprehensive understanding of customer behavior.Additionally, conducting interviews and surveys during the holiday period posed a considerable challenge for me. This was due to the fact that most individuals were engrossed in holiday activities and responsibilities, making it difficult to secure their participation. Furthermore, the day following the holiday saw most people staying at home, which further constrained my efforts in data collection.
I believe that conducting User Experience Interviews with Bank of Abyssinia users is the next
crucial step to enrich my research findings. This approach will grant us invaluable firsthand
insights into their encounters with online and mobile banking services. Understanding the
customer perspective is paramount in assessing the effectiveness and user-friendliness of these
platforms.Additionally, it is imperative for me to revisit the Bank of Abyssinia manager to secure the
necessary data on mobile banking usage. Once obtained, I will embark on a thorough analysis,
creating informative graphs and charts. These visual representations will serve as invaluable
tools in gaining a clearer grasp of usage patterns and trends, ultimately aiding in drawing
meaningful conclusions.Furthermore, extending my research to different branches of Bank of Abyssinia is essential for a more comprehensive perspective. It’s possible that various branches exhibit differing trends and adoption rates, providing a more nuanced understanding of how digital banking is being
embraced across the institution.
To contextualize my findings, I recognize the importance of conducting similar research on other
banks operating in Ethiopia, including the likes of Commercial Bank of Ethiopia, Awash Bank,
and others. This comparative analysis will not only illuminate industry-wide trends but may also
reveal unique strategies employed by different banks in response to the evolving landscape of digital banking.By addressing these limitations and pursuing these next steps, the research on Bank of Abyssinia’s Hayahulet branch can be enriched and contribute significantly to understanding the broader landscape of digital banking adoption in Ethiopia.