Old vs New: What Changed?
The Old Setup
For years, Kenyans juggled two main apps:- The dedicated M-PESA app — fast, focused, and reliable for sending money, checking balances, and Lipa Na M-PESA.
- MySafaricom app — handled bundles, account management, and customer care.
The New My OneApp
The new app combines everything into one platform. It promises a cleaner dashboard, biometric security, and easier access to all services. However, the transition has come with notable teething problems:- Automatic logouts and forced re-registration, often requiring a Safaricom SIM as the primary line and mobile data (Wi-Fi often rejected initially).
- Loss of saved favourites, till numbers, and Paybills for many users.
- Slower navigation and more steps for simple tasks like sending money.
- Login glitches, lagging performance, and issues with mini-apps.
- Heavy reliance on internet and data, frustrating users who preferred lighter offline options.
Raising Valid Concerns
The frustrations go beyond minor inconvenience. M-PESA is not just an app — it is everyday life for millions of Kenyans handling school fees, business payments, and family support. When access becomes cumbersome, trust erodes.Key concerns include:- Poor communication before the forced migration.
- Data and Wi-Fi access barriers, especially for diaspora users and those on limited bundles.
- Loss of user customisations built over years.
- Risk of pushing customers toward USSD (*334#) or competitors if the experience doesn’t improve quickly.
Recommendations for Improvement
- Better User Testing — Involve a wider cross-section of real users (urban, rural, low-data, diaspora) before major rollouts.
- Smoother Migration — Preserve saved favourites and offer a longer parallel run of old and new apps.
- Lighter Experience — Optimise for lower data usage and improve offline functionality where possible.
- Clear Communication — Give customers advance notice, detailed guides, and easy rollback options.
- Performance Focus — Prioritise speed and simplicity for core M-PESA functions over flashy features.
What Should Be Done Before Future Rollouts?
Safaricom has a strong track record of innovation, but M-PESA is too important to treat as a testing ground. Before any major future updates:- Conduct extensive beta testing with public opt-in.
- Provide transparent timelines and impact explanations.
- Ensure backward compatibility during transition periods.
- Listen actively to feedback and act visibly on it.
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