DIGITAL SKILLS & LITERACY TRAINING FOR CONSUMER ONLINE BANKING SERVICES IN LESOTHO 

Project start date: 2023-01-09

Project end date: 2023-08-01

Situation

The objective of this project was to design a mobile phone-based platform digital literacy training program that will educate and influence the usage of digital banking services amongst High school and university students between the ages of 15-24 in Lesotho.

Assignment

The future of national economies will be shaped by the widespread adoption and effective integration of digital technologies, key drivers of global competitiveness and improved quality of life. However, this potential is often hindered by significant challenges, particularly the lack of digital literacy and skills. This issue is especially pronounced in countries like Lesotho, which must make strategic investments in the foundational elements of a digital economy to remain competitive. Recognizing the critical role of financial inclusion in advancing development and reducing poverty, Lesotho has prioritized this area. Yet, a major barrier remains: the limited digital proficiency among the Basotho population. This gap poses a serious challenge for banks in Lesotho, which have made efforts, largely with limited success, to roll out digital banking services to their customers

Research Question

What would an effective, transformative digital skills and literacy training program for online banking for students in Lesotho, ages 15 to 24 (now accustomed to cash or traditional banking services) look like in Lesotho?

Approach

The Design Innovation Process adapted from Vijay Kumar: “101 Design Methods”, 2013:

• Phase 1: Sense intent
• Phase 2: Know context
• Phase 3: Know people
• Phase 4: Frame insights
• Phase 5: Explore concepts

Results

A mobile-based, zero-rated website for a Digital Skills and Literacy Training Program designed to equip students in Lesotho ages 15 to 24 with essential digital skills and financial literacy knowledge, enabling them to confidently and responsibly use online banking services. The program will blend interactive learning, practical application, and personalized support to bridge the digital divide and promote financial inclusion.

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This was a Masters Thesis Research Project performed by Phuthi, a member of the Proportion Global community. If you’ve enjoyed reading this case and want to dive deeper, we’d love to hear from you and we will connect you with relevant designers like Phuthi who worked on this project Contact Us