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Putting Clients at the Center: Designing and Delivering Effective Financial Services (Event Resources)

Organization(s): 
Microfinance Opportunities
Author(s): 
Guy Stuart
María Jaramillo
Institutional Sponsor: 
United States Agency for International Development
Publication date: 
Thursday, September 27, 2012

Putting ‘clients at the center’ is about more than just raising levels of adoption and usage of formal and informal financial services. It is also part of a broader thesis of client-led microfinance which argues that a client perspective to product design and delivery, building financial capabilities, and the relationship between clients and operations together contribute to achieving sustainability and scale and are important if a financial service provider is to serve its market effectively.

Guy Stuart, advisor to MFO, discusses how the analysis of transactions data, both MIS and Financial Dairies data, can inform both product design and operations of MFIs engaged in cell phone banking.

María Jaramillo, Senior Program Manager at MFO, demonstrates the diversity of financial education tools that have been developed for the Philippines and Zambia and how embedding them into the providers' operations can increase client confidence in branchless banking and increase account opening.