As part of research for the CGAP Focus Note Averting a Microcredit Crisis: Lessons from Bangladesh, by Greg Chen and Stuart Rutherford, Rutherford and S. K. Sinha interviewed 43 low-income rural Bangladeshi households.
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.
CGAP has conducted eight human-centered design projects in seven countries. The lessons from these projects highlight both the challenges ahead and a possible way forward when it comes to integrating mobile money into the lives of the poor.
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.
This exploratory Brief reflects our hypothesis that customer empowerment—here defined as a process that builds customer trust and confidence through an interactive relationship between providers and their customers—can lead to a win-win for both providers and customers.