Financial Inclusion in Action

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Customer Service – More Than Just Smiles


With the renewed interest in client-centricity, it seems appropriate to recall the core role of customer service in serving the low income market. In our research, MicroSave consistently sees “how I am treated by the staff (or agents) of the institution” in the top 3-4 drivers of customer choice of service provider as well as… Continue reading

Financial Inclusion and New Product Development — What Should Guide Us?

The answer is, of course, customer needs. Customers’ knowledge and perceptions about the financial services on offer—plus any challenges in accessing these services—are the other two major guiding factors. With all this in mind, any service provider can develop and then modify successful products. Easy to outline in a very short paragraph, easy to comprehend,… Continue reading

Who Is The User In “User-Centred Design”?


In 2000, we had completed two years of what we thought was outstanding work to understand the needs, perspectives and aspirations of the end customers for banks and microfinance institutions. It was time for MicroSave-Africa’s first mid-term review, led by industry gurus Beth Rhyne and Marguerite Robinson … and they gave us a wake-up call. They… Continue reading