20 August 2013

Exploring customer centricity in financial inclusion

Be the first to share

CGAP (a World Bank affiliated but independent policy and research center dedicated to advancing financial access for the world’s poor) has partnered with Janalakshmi Financial Services, one of India’s largest urban microfinance institutions to implement customer centricity in providing financial services to the urban poor. As a first step, the team commissioned Innovation Labs (consulting division of IMRB International, India) to build innovation capability within Janalakshmi and use new approaches to understand customers.

A Facebook journal follows the project over the next several months as it goes through the different phases of understanding customers, designing effective delivery and making the economics work. Here are the three initial posts:

Entry 1 – Creating a Customer-Centric Culture
The project with Janalakshmi Financial Services kicked off in Bangalore on July 1, 2013 with a workshop ‘Customer Centric Innovation’ conducted by Innovation Labs team for over 20 stakeholders at Janalakshmi from various functions including product marketing, strategy, IT and service centers.

Entry 2 – The Inside-Out View: How does a provider think about its clients?
A deep dive into Janalakshmi’s perspective on the customer and how this understanding affects their financial services offering.

Entry 3 – Ground Reality: Finance Management Skills of the Financially Underserved
The project team visited six households in Bangalore to gain a nuanced understanding of the lives of current and prospective customers. The purpose was to see how the customer-view of financial services matches up with that of Janalakshmi’s.

Be the first to share
22 July 2016
A nudge toward participation: Improving clinical trial enrollment with behavioral economics
A nudge toward participation: Improving clinical trial enrollment with behavioral economics Eric M. VanEpps, Kevin G. Volpp and Scott D. Halpern (University of Pennsylvania) Science Translational Medicine - 20 Jul 2016 Vol. 8, Issue 348, pp. 348fs13 Interventions informed …
18 July 2016
Design research at the New York Times
The pressure to anticipate an audience’s needs and desires is intense—no longer only of concern to business sides of media organizations but a part of the editorial mission, writes Heather Chaplin in the Columbia Journalism …
11 July 2016
[Book] LEAP Dialogues: Career Pathways in Design for Social Innovation
LEAP Dialogues: Career Pathways in Design for Social Innovation Edited by Mariana Amatullo, with Bryan Boyer, Liz Danzico and Andrew Shea Published by Designmatters at ArtCenter College of Design July 2016, 360 pages The professional landscape for design in …
17 June 2016
Remember the people: The foundation for success in 21st C infrastructure
Infrastructure providers are used to focusing on issues of project selection, funding, and regulation. The most successful firms are learning to provide great consumer experiences too. "The consumer experience matters. Infrastructure providers therefore need to …
15 June 2016
Six recent articles from UXMatters
UXMatters has a new design and this seems to have benefited the quality as well, as there are more inspiring articles than ever. Here my pick: June 14 edition Algorithms as the New Material of Design A column …
6 June 2016
[Book] User Experience in Libraries
User Experience in Libraries: Applying Ethnography and Human-Centred Design Edited by Andy Priestner, Matt Borg Routledge, 2016 212 pages Modern library services can be incredibly complex. Much more so than their forebears, modern librarians must grapple daily with questions …
23 May 2016
Experientia white paper: “Conducting clinical trials is about working with patients”
Patient-centricity is one of the defining issues facing clinical trials in the pharma industry. The past few years have seen a growing awareness by pharmaceutical companies of the importance of patient-centricity - but they have …
8 May 2016
Two reports on age-friendly banking
Age-friendly banking: What it is and how you do it Age UK 30 April 2016 The new report showcases examples of good practice which, if rolled out more widely, could revolutionise the way in which the banks interact …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

22 June 2016
A united energy economy: Experientia helps wrap up the CITYOPT Nice pilot project

Can behavioral change address local energy issues, raise people’s awareness energy consumption issues, and directly support non-profit organizations at the same time? With the Nice pilot of the CITYOPT project, we have seen strong suggestions that it can. It also suggests that the sense of belonging to a local community is a strong motivation for […]

23 May 2016
Experientia white paper: “Conducting clinical trials is about working with patients”

Patient-centricity is one of the defining issues facing clinical trials in the pharma industry. The past few years have seen a growing awareness by pharmaceutical companies of the importance of patient-centricity – but they have also illustrated that not everyone is clear on just what patient-centricity is, or how to achieve it. After using UX […]

12 April 2016
The latest on innovation in Energy Efficient Buildings: annual round-up of EU Commission projects

Every year, the Energy-efficient Buildings (EeB) Public Private Partnership (PPP) publishes the EeB PPP project review – a round-up of energy-efficiency projects that have been co-funded by two European Commission schemes. This year, the print and digital booklet design was done by Experientia, in particular by our talented visual and interaction designer Dohun Jang. Experientia […]

8 March 2016
Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

1 March 2016
Singapore’s main newspaper on Experientia’s design with the elderly

Arti Mulchand reports in the Straits Times, Singapore’s main newspaper, on Experientia’s “Design for Ageing Gracefully” project: Putting faces to end-users early in the design process is changing the way designers and organisations are approaching products aimed at Singapore’s growing elderly demographic. Experientia’s ethnographic study, which was commissioned by DesignSingapore Council in a collaboration with […]

18 January 2016
Experientia website completely reshaped

Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]

See all articles