Customer Insights

Giving voice to the low-income consumer

Customer Insights gives voice to the needs of the customer by ensuring solutions are relevant and grounded in the financial needs of low-income consumers.

UX Research with WWB

Identifying ways to optimize the user experience (UX) with USSD-based and value-added banking services to drive strong uptake and usage by women.

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Smallholder, Mexico and Kenya Financial Diaries

Shedding light on how low-income families manage their money and the unique constraints they face.

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Customer Insights brings a deep and holistic understanding of low-income consumers, their financial needs and behaviors given the immense challenges and constraints they face in life.

  • Brings more than 10 years of experience combined of leading subject matter experts who have built an in-depth knowledge base about serving the financial needs along the bottom of the income curve.
  • Trains and supports institutions using the BFA-developed and copyrighted Financial Diaries Data Collection application.
  • Employs of a wide range of methodologies that leverage attitudinal and behavioral research (Human Centered Design, UI/UX research, usability testing, ethnography and focus groups).

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Customer Insights forms the basis of Solution Creation by defining and defending the value proposition along the customer journey to successfully build customer-centric solutions that address the financial needs of low-income people.  It engages other expertise areas: Business Insights to articulate the business case and provider strategy and Inclusive Fintech to harness technology-driven products and services.

More from Customer Insights

Mexico Financial Diaries Shatters Three Misconceptions You May Have Had About Migrant Remittances

Mexican families incorporated more than $24.8 billion in international remittances into their household financial portfolios last year...


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Daryl Collins Presents Findings from the #Mexico Financial Diaries
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Financial Diaries: Three Behavioral Implications of How Low-Income Households Pay for Healthcare in Mexico

The Financial Diaries showed Mexicans are in a double bind when it comes to health. While households in the study were afflicted with disease...


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How do Mexican Households Get by on Less Than US $2 Per Day?

From taxi drivers in a rough neighborhood adjacent to Mexico City to rural farmers in the Mixteco region of Oaxaca...


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Making Tough Decisions as a Smallholder Farmer

Last time we heard from Amim, he was facing a shortage of cash...


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The Complex Smallholder-Arthi Relationship in Pakistan

For the Pakistani families taking part in the CGAP Smallholder Diaries research in Bahawalnagar, Punjab...


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Explore Our Areas Of Expertise

Business Insights

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Policy and Ecosystem Development

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Inclusive Fintech

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Finance For Life

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Updated January 2017