Designing Customer-Centric Branchless Banking Offerings

Branchless banking services have taken on a significant challenge: developing new channels through which to provide financial services to customers who have mostly used only cash before. Understanding the customer experience is critical, but focus...

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Main Authors:	McKay, Claudia Vonderohe, Seltzer, Yanina Ester
Format:	Brief
Language:	English en_US
Published:	World Bank, Washington, DC 2014
Subjects:	BANKING SERVICES BEHAVIORS BLOG BUSINESS MODEL COMMUNICATIONS TECHNOLOGIES COMPETITOR ANALYSIS CREDIT CARD CUSTOMER EXPERIENCE CUSTOMER SEGMENT CUSTOMER SERVICE FEMALE FINANCIAL SERVICE FINANCIAL SERVICE PROVIDERS FINANCIAL SERVICES FOCUS GROUPS HOMES IDEA IDEAS INCOME INFORMATION TECHNOLOGY INNOVATION INNOVATION PROGRAM INSIGHTS INTANGIBLE INTERFACE LEADING LEARNING MARKET RESEARCH MARKETING MATERIAL MENU MOBILE NETWORK MOBILE PHONES MODEL INNOVATION NEW PRODUCT PRODUCT DEVELOPMENT PRODUCT INNOVATION PROTOTYPE PROTOTYPES RESULT RESULTS RETAIL SALES SAVINGS SAVINGS ACCOUNT SERVICE PROVIDERS THINKING TRACK RECORD TRADITIONAL MARKET TRANSACTION USER USERS VARIETY WEB WEB SITE WORKPLACE
Online Access:	http://documents.worldbank.org/curated/en/2013/12/19539085/designing-customer-centric-branchless-banking-offerings http://hdl.handle.net/10986/18417

id	okr-10986-18417
recordtype	oai_dc
spelling	okr-10986-184172021-04-23T14:03:48Z Designing Customer-Centric Branchless Banking Offerings McKay, Claudia Vonderohe Seltzer, Yanina Ester BANKING SERVICES BEHAVIORS BLOG BUSINESS MODEL COMMUNICATIONS TECHNOLOGIES COMPETITOR ANALYSIS CREDIT CARD CUSTOMER EXPERIENCE CUSTOMER SEGMENT CUSTOMER SERVICE FEMALE FINANCIAL SERVICE FINANCIAL SERVICE PROVIDERS FINANCIAL SERVICES FOCUS GROUPS HOMES IDEA IDEAS INCOME INFORMATION TECHNOLOGY INNOVATION INNOVATION PROGRAM INSIGHTS INTANGIBLE INTERFACE LEADING LEARNING MARKET RESEARCH MARKETING MATERIAL MENU MOBILE NETWORK MOBILE PHONES MODEL INNOVATION NEW PRODUCT PRODUCT DEVELOPMENT PRODUCT INNOVATION PROTOTYPE PROTOTYPES RESULT RESULTS RETAIL SALES SAVINGS SAVINGS ACCOUNT SERVICE PROVIDERS THINKING TRACK RECORD TRADITIONAL MARKET TRANSACTION USER USERS VARIETY WEB WEB SITE WORKPLACE Branchless banking services have taken on a significant challenge: developing new channels through which to provide financial services to customers who have mostly used only cash before. Understanding the customer experience is critical, but focus groups and surveys may not be well-suited to understand customer needs in an environment with so many new and unknown dimensions. Intrigued by the success of design research in other industries, consultative group to assist the poorest (CGAP) set out to explore how human-centered design (HCD) can be applied to branchless banking and its unique challenges. 2014-05-29T16:05:56Z 2014-05-29T16:05:56Z 2013-12 http://documents.worldbank.org/curated/en/2013/12/19539085/designing-customer-centric-branchless-banking-offerings CGAP Brief http://hdl.handle.net/10986/18417 English en_US CGAP brief; CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank, Washington, DC Publications & Research :: Brief Publications & Research
repository_type	Digital Repository
institution_category	Foreign Institution
institution	Digital Repositories
building	World Bank Open Knowledge Repository
collection	World Bank
language	English en_US
topic	BANKING SERVICES BEHAVIORS BLOG BUSINESS MODEL COMMUNICATIONS TECHNOLOGIES COMPETITOR ANALYSIS CREDIT CARD CUSTOMER EXPERIENCE CUSTOMER SEGMENT CUSTOMER SERVICE FEMALE FINANCIAL SERVICE FINANCIAL SERVICE PROVIDERS FINANCIAL SERVICES FOCUS GROUPS HOMES IDEA IDEAS INCOME INFORMATION TECHNOLOGY INNOVATION INNOVATION PROGRAM INSIGHTS INTANGIBLE INTERFACE LEADING LEARNING MARKET RESEARCH MARKETING MATERIAL MENU MOBILE NETWORK MOBILE PHONES MODEL INNOVATION NEW PRODUCT PRODUCT DEVELOPMENT PRODUCT INNOVATION PROTOTYPE PROTOTYPES RESULT RESULTS RETAIL SALES SAVINGS SAVINGS ACCOUNT SERVICE PROVIDERS THINKING TRACK RECORD TRADITIONAL MARKET TRANSACTION USER USERS VARIETY WEB WEB SITE WORKPLACE
spellingShingle	BANKING SERVICES BEHAVIORS BLOG BUSINESS MODEL COMMUNICATIONS TECHNOLOGIES COMPETITOR ANALYSIS CREDIT CARD CUSTOMER EXPERIENCE CUSTOMER SEGMENT CUSTOMER SERVICE FEMALE FINANCIAL SERVICE FINANCIAL SERVICE PROVIDERS FINANCIAL SERVICES FOCUS GROUPS HOMES IDEA IDEAS INCOME INFORMATION TECHNOLOGY INNOVATION INNOVATION PROGRAM INSIGHTS INTANGIBLE INTERFACE LEADING LEARNING MARKET RESEARCH MARKETING MATERIAL MENU MOBILE NETWORK MOBILE PHONES MODEL INNOVATION NEW PRODUCT PRODUCT DEVELOPMENT PRODUCT INNOVATION PROTOTYPE PROTOTYPES RESULT RESULTS RETAIL SALES SAVINGS SAVINGS ACCOUNT SERVICE PROVIDERS THINKING TRACK RECORD TRADITIONAL MARKET TRANSACTION USER USERS VARIETY WEB WEB SITE WORKPLACE McKay, Claudia Vonderohe Seltzer, Yanina Ester Designing Customer-Centric Branchless Banking Offerings
relation	CGAP brief;
description	Branchless banking services have taken on a significant challenge: developing new channels through which to provide financial services to customers who have mostly used only cash before. Understanding the customer experience is critical, but focus groups and surveys may not be well-suited to understand customer needs in an environment with so many new and unknown dimensions. Intrigued by the success of design research in other industries, consultative group to assist the poorest (CGAP) set out to explore how human-centered design (HCD) can be applied to branchless banking and its unique challenges.
format	Publications & Research :: Brief
author	McKay, Claudia Vonderohe Seltzer, Yanina Ester
author_facet	McKay, Claudia Vonderohe Seltzer, Yanina Ester
author_sort	McKay, Claudia Vonderohe
title	Designing Customer-Centric Branchless Banking Offerings
title_short	Designing Customer-Centric Branchless Banking Offerings
title_full	Designing Customer-Centric Branchless Banking Offerings
title_fullStr	Designing Customer-Centric Branchless Banking Offerings
title_full_unstemmed	Designing Customer-Centric Branchless Banking Offerings
title_sort	designing customer-centric branchless banking offerings
publisher	World Bank, Washington, DC
publishDate	2014
url	http://documents.worldbank.org/curated/en/2013/12/19539085/designing-customer-centric-branchless-banking-offerings http://hdl.handle.net/10986/18417
_version_	1764442399222792192

Designing Customer-Centric Branchless Banking Offerings

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