MFO’s Guy Stuart and Maria Jaramillo headlined a Microlinks AfterHours seminar on September 27, titled Putting Clients at the Center: Designing and Delivering Effective Financial Services. Maria shared how results of a consumer education pilot helped MFO to better understand how consumer education can support the uptake and use of branchless banking services. She shared that the key takeaway from that pilot was that putting clients’ needs and financial realities at the center of the education program helped to increase clients’ trust levels and confidence in using branchless banking services.
Guy shared the findings of MFO’s studies of client transactional behavior, using data gathered with a financial diaries methodology as well as from the Management Information Systems (MIS) of financial institutions. He explained his kind of transactional analysis is client-centered because it focuses closely on client behavior, and that the data can be used to improve products and delivery systems, segment markets, and understand markets better.