Customer-Centric Guide Program & Website
CHALLENGE
How might we help financial service providers learn from, design for, and organize around serving low-income customers?
What tools and training can scale across its network of financial service providers to seed customer-centric mindsets? How might we aggregate CGAP’s resources to support practical application?
PROJECT
Description forthcoming. In the interim, please see more information below:
Overview by CGAP
Customer-Centric Guide
Business Challenges Workbook
Training Module Kits on Segmentation, Customer Experience, & Customer-Centric Culture
“The CGAP Customer-Centric Guide is a collection of hands-on toolkits and experiments that help you design and deliver effective financial services for low-income customers.”
Over 11,000 downloads
ROLE + COMPETENCIES:
CREATIVE DIRECTION • RESEARCH + STRATEGY • BRANDING• CONTENT ARCHITECTURE & CREATION • WEBSITE STRATEGY & WIREFRAMING
Teammates included Robert Fabricant and Sebastian Barrera with support from Cathy Lee. Special thanks to client partners Yanina Seltzer and Gerhard Coetzee.