Digital journeys and customer centricity: Materials from the Lab's partner learning workshop in Kigali

Speaker presentations posted from the Learning Lab's October 2016 partner gathering where financial service providers and other practitioners shared experiences and research on digitally-enabled finance and customer centricity.  

Prior to The MasterCard Foundation's Symposium on Financial Inclusion, the Learning Lab hosted its partners and related financial service providers, including winners from the first two competitions of the Fund for Rural Prosperity, at a daylong workshop in Kigali, Rwanda.  In addition to recent research by the Lab and ISF, the workshop featured a series of well-received presentations by financial service providers on successes and challenges using digital tools and integrating customer centricity into their operations.  

Each of the sessions are summarized below along with links to organization websites and presentation files.  We have also included a link at the bottom to all the presentations in one file.  

The Lab plans to continue to host similar gatherings where providers and "sector supporters" can learn from each other's experience in what is still a nascent and challenging market, as well as to publish stories from the field where possible.  We encourage you to comment below or to reach out to us with any questions on the event and future public convenings, or if you'd be interested in sharing your organization's experience on our site.

Plenary 1: Context - Business case for digitally-enabled smallholder finance

The Learning Lab framed the workshop with a summary of findings from the Lab's latest Learning brief, the Business case for digitally-enabled smallholder finance, which looks at how innovations in digital technology promise to better enable financial service providers (FSPs) to serve smallholders at scale.  

Presentation from Oct 19  |  Learning brief

Stories from the field 1: Digital journeys

Financial service providers Juhudi Kilimo, Root Capital, M-Coop, and Musoni shares their experiences integrating digital solutions across their business models, including barriers, achievements, and lessons learned from their digital journeys. 

• Juhudi Kilimo presentation on a series of digital tools used by the asset lender, including an SMS platform, mobile money, training videos and cloud-based MIS: Slideshare
  
• Root Capital presention on survey software in Peru and SMS for inventory management in Rwanda as part of its ICT advisory for its agribusiness/cooperative clients: Slideshare 
• M-Coop high level slides as backdrop for discussion of Mcoop Cash product: Slideshare
• Musoni and Grameen Foundation presentation of how digital analytics and behavioral change management are key to unlocking full potential of digital: Slideshare
  

Plenary 2: HCD field report - Digital financial service features for farmers in Tanzania

A summary of new research from Dalberg's Design Impact Group and the Initiative for Smallholder Finance (ISF) using a human-centered design (HCD) approach to explore the causes of low uptake in digital credit products for smallholders in Tanzania.

Presentation from Oct 19  |  Full briefing note here

Stories from the field 2: Digital tools and customer centricity

Mercy Corps' Agrifin Accerelate Program and financial service providers M-KOPA and One Acre Fund explore themes around customer centricity, including maintaining the human connection while digitizing, using digital to improve customer experience, and integrating customer centricity into operations.

• Mercy Corps presentation of insights from the human-centered design process of digitizing the Patient Procurement Platform: Slideshare
• M-KOPA talked about how engaging their customers helped them develop products, including their new ag lending product: Read blog here 
• One Acre Fund presentation on listening to farmers in product development: Slideshare
  

Single presentation file below: