Designing Customer-Centric Branchless Banking Offerings

McKay, Claudia Vonderohe; Seltzer, Yanina Ester

collection.link.163	https://openknowledge.worldbank.org/handle/10986/9394
collection.name.163	CGAP Brief
dc.contributor.author	McKay, Claudia Vonderohe
dc.contributor.author	Seltzer, Yanina Ester
dc.date.accessioned	2014-05-29T16:05:56Z
dc.date.available	2014-05-29T16:05:56Z
dc.date.issued	2013-12
dc.date.lastModified	2021-04-23T14:03:48Z
dc.description.abstract	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.	en
dc.identifier	http://documents.worldbank.org/curated/en/2013/12/19539085/designing-customer-centric-branchless-banking-offerings
dc.identifier.citation	CGAP Brief
dc.identifier.uri	http://hdl.handle.net/10986/18417
dc.language	English
dc.language.iso	en_US
dc.publisher	World Bank, Washington, DC
dc.relation.ispartofseries	CGAP brief;
dc.rights	CC BY 3.0 IGO
dc.rights.uri	http://creativecommons.org/licenses/by/3.0/igo/
dc.subject	BANKING SERVICES
dc.subject	BEHAVIORS
dc.subject	BLOG
dc.subject	BUSINESS MODEL
dc.subject	COMMUNICATIONS TECHNOLOGIES
dc.subject	COMPETITOR ANALYSIS
dc.subject	CREDIT CARD
dc.subject	CUSTOMER EXPERIENCE
dc.subject	CUSTOMER SEGMENT
dc.subject	CUSTOMER SERVICE
dc.subject	FEMALE
dc.subject	FINANCIAL SERVICE
dc.subject	FINANCIAL SERVICE PROVIDERS
dc.subject	FINANCIAL SERVICES
dc.subject	FOCUS GROUPS
dc.subject	HOMES
dc.subject	IDEA
dc.subject	IDEAS
dc.subject	INCOME
dc.subject	INFORMATION TECHNOLOGY
dc.subject	INNOVATION
dc.subject	INNOVATION PROGRAM
dc.subject	INSIGHTS
dc.subject	INTANGIBLE
dc.subject	INTERFACE
dc.subject	LEADING
dc.subject	LEARNING
dc.subject	MARKET RESEARCH
dc.subject	MARKETING
dc.subject	MATERIAL
dc.subject	MENU
dc.subject	MOBILE NETWORK
dc.subject	MOBILE PHONES
dc.subject	MODEL INNOVATION
dc.subject	NEW PRODUCT
dc.subject	PRODUCT DEVELOPMENT
dc.subject	PRODUCT INNOVATION
dc.subject	PROTOTYPE
dc.subject	PROTOTYPES
dc.subject	RESULT
dc.subject	RESULTS
dc.subject	RETAIL
dc.subject	SALES
dc.subject	SAVINGS
dc.subject	SAVINGS ACCOUNT
dc.subject	SERVICE PROVIDERS
dc.subject	THINKING
dc.subject	TRACK RECORD
dc.subject	TRADITIONAL MARKET
dc.subject	TRANSACTION
dc.subject	USER
dc.subject	USERS
dc.subject	VARIETY
dc.subject	WEB
dc.subject	WEB SITE
dc.subject	WORKPLACE
dc.title	Designing Customer-Centric Branchless Banking Offerings	en
dc.title.alternative	Concevoir des offres de services bancaires sans agences centrees sur les clients Diseno de ofertas de servicios bancarios sin sucursales centrados en los clientes	en
okr.date.disclosure	2014-05-20
okr.doctype	Publications & Research :: Brief
okr.doctype	Publications & Research
okr.docurl	http://documents.worldbank.org/curated/en/2013/12/19539085/designing-customer-centric-branchless-banking-offerings
okr.globalpractice	Macroeconomics and Fiscal Management
okr.globalpractice	Social, Urban, Rural and Resilience
okr.globalpractice	Education
okr.globalpractice	Transport and ICT
okr.globalpractice	Finance and Markets
okr.globalpractice	Trade and Competitiveness
okr.googlescholar.linkpresent	yes
okr.identifier.externaldocumentum	000442464_20140520140655
okr.identifier.internaldocumentum	19539085
okr.identifier.report	88165
okr.language.supported	en
okr.pdfurl	http://www-wds.worldbank.org/external/default/WDSContentServer/WDSP/IB/2014/05/20/000442464_20140520140655/Rendered/PDF/881650BRI0Box30EDGE0NOTES00Dec02013.pdf	en
okr.topic	Education :: Knowledge for Development
okr.topic	Macroeconomics and Economic Growth :: Markets and Market Access
okr.topic	Housing and Human Habitats
okr.topic	Private Sector Development :: Emerging Markets
okr.topic	Private Sector Development :: E-Business
okr.topic	Communities and Human Settlements
okr.unit	Climate Change Policy & Finance (CCGPF)
okr.volume	December 2013

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Efficiency, Legitimacy and Impacts of Targeting Methods : Evidence from an Experiment in Niger

Bangladesh National Nutrition Services : Assessment of Implementation Status

Cash in the City : The Case of Port-au-Prince

Customer-Centricity for Financial Inclusion

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Efficiency, Legitimacy and Impacts of Targeting Methods : Evidence from an Experiment in Niger

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