Kairos Credit Union App
Summary
This case study explores the design and development of the Kairos Credit Union Mobile Application, a secure and user-friendly digital banking solution created to modernize how members access financial services. Built for credit union members affiliated to Kairos Afrika, the app provides a comprehensive suite of financial services allowing members to manage their accounts remotely and maintain credit union connection. By digitizing core services traditionally confined to physical branches, the platform enhances financial inclusion, reduces friction in everyday transactions, and strengthens trust between members and their credit union.
What I worked on
- 1. Conduct research
- 2. Designed a mobile app
Introduction
Traditionally, credit union members in Ghana, particularly those with Kairos Afrika, have been required to visit physical branches even for basic transactions. This system creates significant barriers: long wait times, limited service hours, and accessibility challenges for those in remote areas. As mobile technology becomes increasingly integrated into daily life, the disconnect between members' needs and traditional branch-based services continues to widen. The Kairos Credit Union Mobile App was developed to bridge this gap. By securely offering essential services—including deposits, balance inquiries, bill payments, and airtime purchases—on a mobile platform, the app enhances accessibility, convenience, and user experience. Members can now manage their finances anytime and anywhere, while Kairos Afrika credit unions strengthen member relationships and remain competitive in an evolving digital economy.
The Challenge
The challenge was to design a mobile banking solution that enables Kairos Afrika credit union members to access and manage their finances seamlessly from anywhere, while maintaining robust security and trust in digital transactions, ultimately promoting broader financial inclusion and strengthening the relationship between members and their credit unions.
Objectives we aim to achieve
Banking on the Go
Let members check balances, deposit money, pay bills, and buy airtime from their phones without visiting a branch.
Easy and Safe to Use
Design a simple app that first-time mobile banking users can navigate easily, with strong security to protect their money.
Stay Connected
Keep members informed with updates and messages from their credit union to build stronger relationships.
Help Credit Unions Grow
Support Kairos Afrika in moving from physical branches to digital services, saving costs while reaching more members.
Research process
Before designing the Kairos Credit Union Mobile App, we needed to understand how members of credit unions in Ghana actually manage their money and what challenges they face. The goal was to uncover real problems, not just build features.
How we did it:
1. We started by reviewing reports and regulations around mobile money and financial services in Ghana. This gave us a picture of the rules we had to follow and how people were already using digital payments.
2. We studied existing banking and mobile money apps, looking for common features, good practices, and gaps that credit union members might experience.
3. We looked at payment channels like MTN MoMo, Vodafone Cash, and USSD to understand what members already trust and use every day.
4. Finally, we mapped out what the ideal member journey might look like, from depositing money to checking balances or buying airtime, so we could see where digital tools could remove stress.
What we discovered:
1. Mobile money is already popular: Members trust it for everyday transfers and airtime.
2. Not everyone uses smartphones: Many members still rely on basic phones, which means the app must work alongside USSD or mobile wallets.
3. Security and ID checks are critical: People will only adopt the app if they feel their money is safe, so clear receipts and secure login are essential.
4. Trust is the biggest barrier: Members are more likely to use the app if it shows transparency—like instant notifications and a clear transaction history.
5. Members value community: Beyond transactions, they want a tool that still feels like their credit union—supportive and educational.
How this shaped the design:
We designed simple flows for deposits, airtime, and bill payments that feel familiar to members, added clear confirmations and alerts for safety, included a USSD backup and wallet linking for those without smartphones, and built profiles and notifications to keep members connected to their union—not just their money.
Identified pain points
Joining was too hard
Most people had to visit a branch just to sign up or update their details. This wasted time and made it harder for people in rural areas.
The app felt too complex
Some members, especially older ones, struggled to understand digital banking steps. Many gave up before finishing setup.
No clear confirmation
After making deposits or payments, members often didn’t see instant proof that the money went through. This made them nervous about losing money.
Too much reliance on staff
Even for simple things like checking a balance, people had to go to the branch and ask. This created long queues and extra work for staff.
Poor internet in some areas
In places with bad connectivity, people couldn’t use digital services easily, which made them fall back to branch visits.
Not everyone had a smartphone
A big group of members still use simple phones, but the tools available assumed everyone had internet and a modern phone.
Hard to trust the system
Members couldn’t always see a clear record of their transactions, so they had to depend on branch staff to confirm things.
Weak communication
Members didn’t always get updates or alerts in time, which made them feel disconnected from their unions.
Solution Design
These design solutions came together to build a digital-first experience for the credit union. It makes things easier for members to join, manage their accounts, and stay updated, while also giving the business more trust, security, and efficiency.
Problem Solved
It was difficult to join or update accounts.
A quick and simple way to become a member or update information.
We created a simple onboarding process that can be done on mobile. It cuts down paperwork, reduces the need for in-person visits and member registrations was fast, saving time.
Problem Solved
Complex process to access information on their account, savings and transactions.
One place for everything
The new dashboard gives members a full view of their accounts with it’s balance, quick transactional actions and a list of their most recent transactions. A single space to track their money easily.
Problem Solved
People didn’t always trust that their money was safe because they couldn’t see proof right away.
Peace of mind through visible and reliable proof of payments.
Every transaction now shows an instant confirmation with a clear record in history. Members always know where their money is. this builds trust in the system, and improves record-keeping.
Problem Solved
Members’ details were often outdated, causing issues with identification and contact.
Control over their personal data.
We introduced an easy to edit profile where members can update their information anytime. this improves service and reporting accuracy.
Onboarding
Homepage
Banking Services
History
Profile & Settings
Impact & Results
Higher Digital Transactions
Since members can now send money, pay bills, and check balances in-app, Kairos Afrika Credit Union has already seen a 40% increase in digital transaction volume. This reduces heavy reliance on in-branch visits and improves overall member satisfaction.
Better Data for Decision-Making
Because all transactions and account activities are now recorded digitally, Kairos Afrika has gained clean, structured data on member behaviors — like savings patterns, loan repayment trends, and service demand. This insight has already allowed the union to improve loan approval efficiency by 25% and tailor financial products to actual member needs.
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