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Digital financial services have catalyzed financial inclusion in Africa.Commonly implemented as a mobile wallet service referred to as mobile money(MoMo), the technology provides enormous benefits to its users, some of whomhave long been unbanked. While the benefits of mobile money services havelargely been documented, the challenges that arise -- especially in theinteractions between human stakeholders -- remain relatively unexplored. Inthis study, we investigate the practices of mobile money users in theirinteractions with mobile money agents. We conduct 72 structured interviews inKenya and Tanzania (n=36 per country). The results show that users and agentsdesign workarounds in response to limitations and challenges that users facewithin the ecosystem. These include advances or loans from agents, relying onthe user-agent relationships in place of legal identification requirements, andaltering the intended transaction execution to improve convenience. Overall,the workarounds modify one or more of what we see as the core components ofmobile money: the user, the agent, and the transaction itself. The workaroundspose new risks and challenges for users and the overall ecosystem. The resultssuggest a need for rethinking privacy and security of various components of theecosystem, as well as policy and regulatory controls to safeguard interactionswhile ensuring the usability of mobile money.

The Role of User-Agent Interactions on Mobile Money Practices in Kenya and Tanzania