All Publications

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Case Study

Informed Design: A Case Study Series (Tyme Group)

This is one of several case studies looking at the role of design in digital financial services (DFS) for women focusing on examples where research findings have translated into design that has eased and encouraged women’s use of DFS.

Case Study

How Providers Can Build Products That Improve Financial Health: Examples From Mexico and Chile

This paper shares the key challenges, learnings, and overall results from five case studies in Chile and Mexico, uncovering best practices on how to design for and influence financial health.

Case Study

Market Research on Expanding Microfinance Outreach in Jordan Through Innovative Market-Driven Product Development

Recommendations for MFIs on how to reach underserved microfinance clients
Case Study

A Client Needs-Centered Approach to Financial Inclusion Measurement

Innovative financial inclusion data framework focused on customers financial needs
Case Study

At the Heart of All That We Do: Janalakshmi’s Journey to a Customer-Centric Bank in India

This case study examines how the Indian financial institution (now a small bank), Janalakshmi, worked with CGAP to put customers at the center of its operations. 

Case Study

Leadership and Organizational Culture in Customer Centricity: The Journey of AMK Cambodia

Decoding the DNA of a customer-centric organization
Case Study

Building the Business Case for Housing Microfinance: Sub-Saharan Africa

Six-year study with 47,000 households demonstrating the win-win model of housing microfinance
Case Study

Financial Data Collection Through Interactive Mobile Phone Podcasts

Case study looking at behavior, perceptions and barriers to adoption of financial services
Case Study

Supporting "Generation Start-up": Opportunities for Microfinance Institutions

Taking stock of the general start-up ecosystem and the potential role of microfinance
Case Study

First Microfinance Institution Syria: Building Resilience Through a Client-Centric Model

Case study in disaster risk reduction and crisis management during a civil war