All Publications
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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.
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.
Market Research on Expanding Microfinance Outreach in Jordan Through Innovative Market-Driven Product Development
Recommendations for MFIs on how to reach underserved microfinance clients
A Client Needs-Centered Approach to Financial Inclusion Measurement
Innovative financial inclusion data framework focused on customers financial needs
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.
Leadership and Organizational Culture in Customer Centricity: The Journey of AMK Cambodia
Decoding the DNA of a customer-centric organization
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
Financial Data Collection Through Interactive Mobile Phone Podcasts
Case study looking at behavior, perceptions and barriers to adoption of financial services
Supporting "Generation Start-up": Opportunities for Microfinance Institutions
Taking stock of the general start-up ecosystem and the potential role of microfinance
First Microfinance Institution Syria: Building Resilience Through a Client-Centric Model
Case study in disaster risk reduction and crisis management during a civil war