To develop a deeper and organizational level of understanding customers, a cross-functional team at Janalakshmi, a microfinance institution in India serving over a million customers in urban areas, applied a design thinking process facilitated by innovation consultants.This brochure describes the process and the tool used to create customer profiles.
As part of the Consultative Group to Assist the Poor’s (CGAP’s) work on customer empowerment, a series of consultations with financial services customers is being undertaken to try to understand the customer perspective on “customer empowerment.
Social norms can have a profound impact on financial inclusion for women because they can limit women’s ability to work outside the home, engage with male agents, or even own a phone. Knowing exactly how norms apply is critical for closing the gender financial inclusion gap.
This Occasional Paper reports on two separate studies of SHG programs. Part I looks primarily at the financial viability of SHG programs. Part II proposes a methodology for designing SHG programs to ensure their sustainability.
India boasts a vibrant and fast growing economy with sophisticated banking and technology sectors. Nevertheless, most banks are not highly motivated to use branchless banking because they generally see branchless banking as a corporate social responsibility with limited-to-nonexistent business potential.