Customer Experience Toolkit & Coaching

CHALLENGE

How might we help financial service providers design products, services, and experiences with their low-income customers in mind?

PROJECT

Description forthcoming. In the interim, please see more information here: 

Deliverables included:

CUSTOMER EXPERIENCE TOOLKIT • CUSTOMER EXPERIENCE WORKBOOK • CAPACITY BUILDING & CX PROTOTYPING WITH JANALAKSHMI SMALL FINANCE BANK

They scaled one of the prototypes across India and it’s operational in every branch, while also being standard operating procedure for every new branch in the future...Janalakshmi now realizes that the HCD process…is a useful way to test and scale all new innovation, whether a new offering, an improvement at a branch, or a new employee training manual.
— Client leader, CGAP
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ROLE + COMPETENCIES:

RESEARCH + STRATEGY • WORKSHOP DESIGN + FACILITATION • CONTENT CREATION  • COACHING



Teammates included Robert Fabricant, Montana Cherney, Sebastian Barrera. Special thanks to client partners Yanina Seltzer, Gayatri Murthy, Tanaya Kilara, and Gerhard Coetzee