This Technical Guide is designed to enable policy makers with jurisdiction over market conduct issues, consumer protection organizations, and development agencies to conduct mystery shopping exercises.
This Focus Note presents the evidence gained from a comprehensive study of the experiences in developing and implementing e-payment schemes linked to financial inclusion in Haiti, Kenya, the Philippines, and Uganda.
In April 1997, the CGAP Secretariat launched an experiment called the CGAP Pilot Microfinance Capacity-building Initiative in Africa. The initiative spanned East and West Africa and focused primarily on working with African training institutes to provide financial management courses to microfinance institutions (MFIs). The Pilot Initiative sought to build the foundation for the development of a market for quality training and technical assistance services offered on a sustainable basis in the region.
The rate of mobile money (MM) adoption among poor people remains low. However, the mechanisms driving adoption are similar to those of other segments. This analysis revealed that social networks and social interactions influence mobile money uptake.
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.
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.
This paper draws upon formative research, “resilience diaries,” qualitative follow-up, and economic games to illustrate how families anticipate and cope with shocks in Burkina Faso. Designing for these household behaviors and preferences could improve financial services offered for building resilience.