In its new Focus Note, Applying Behavioral Insights in Consumer Protection Policy, CGAP (a unit affiliated with the Worldbank) presents a summary of the growing evidence from consumer and behavioral research for consumer protection policy on four topics—disclosure and transparency; complaints handling and recourse; debt stress; and fair treatment.
These new research methods provide deeper understanding of the context of the financial lives of base-of-the-pyramid financial consumers, and how that should influence consumer protection policy. Perhaps just as importantly this new research agenda is leading to more empathy for the experiences and challenges poor customers face every day. Empathy, combined with better evidence and insights, can lead to highly motivated, increasingly effective, consumer protection policies and approaches.
The CGAP experiences researching this publication — and running field experiments ourselves — have led them to five key takeaways on the role of behavioral research in consumer protection policy:
1. The behavioral evidence base in consumer protection is growing quickly.
2. To be effective, regulations need to account for incentives and how they drive behavior.
3. Innovation in base-of-the-pyramid financial markets is changing consumer protection priorities.
4. Context can greatly influence financial behavior.
5. Start small, start cheap, but just get started!
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Wide ranging partnership also covers collaboration with design schools and public events on service design “Finding the way forward for independent design means building new business models for service design consultancies in the age of the company buy-out.” Michele Visciola, President, Experientia PRESS RELEASE It seems the business world is finally realising that service and […]
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Service Design Intern: Lausanne, Switzerland and Turin, Italy Experientia, an international experience design consultancy, is looking for service design interns for our Turin, Italy office, to support research, concept development and design. The ideal candidate will be a holistic thinker and designer, with a systems approach to enable complex service offerings, driven by an understanding […]
Senior Service Designer: Lausanne, Switzerland and Turin, Italy (*) We are looking for service designers with outstanding design skills, methodical thinking, and experience in designing complex service ecosystems using a human-centered design methodology. Required 2-5 years’ experience in service design and/or user experience design University and/or advanced degree(s) in Service Design, Interaction Design, User […]
Lead Service Designer: Lausanne, Switzerland and Turin, Italy (*) Experientia is seeking a Senior Service Designer to lead service design projects from the Turin, Italy office (*) or the Lausanne, Switzerland office. The Senior Service Designer will have experience leading a team of behavioral analysts and service modelers in research and service design projects lasting […]
by Erin O’Loughlin – Photos: Naz Kazazoglu In Turin, you only need to tell your taxi driver “Take me to the skyscraper” to end up at the impressive Innovation Center of the Intesa Sanpaolo bank, rising in the heart of Turin, with a fine view of the Turin hills and the Italian alps. Here on […]