Client Voice

Posts about gathering, understanding, and responding to the input of farmers and other rural clients.  This can range from human-centered design of financial solutions to farmer voice in participatory evaluation approaches to rapid feedback loops and efforts to measure client satisfaction.

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Tool: CGAP recently published a Customer Experience Playbook to help FSPs increase uptake and usage among low-income customers. Although the CX Playbook is targeted at urban clients we think there are many valuable lessons that can be applied to rural communities as well.
MCF/OAF
Report: CGAP's recent study, Smallholder Diaries, offers valuable insights into smallholder financing needs and supports the broader case for customer centricity to unlock growth in financial solutions.
Report: Root Capital releases a new learning report on financing farm renovation. This report explains how a blend of capital can help build resilience against a dwindling supply and rising demand in commodities such as coffee, cacao, and tea.
HCD field exercise
Tool: Dalberg Design's Ravi Chhatpar identifies a mini treasure trove of HCD tools and resources, from personas and journeys to ideation and prototyping.
Media: The RAF Learning Lab shares its first public webinar on client impact.
Report: The Lab’s first major report explores how financial solutions contribute to poverty reductions and improved livelihoods for smallholder and rural households.
Tool:

Speaker presentations posted from the Learning Lab's first public convening on client voice...

Analysis: The Learning Lab presents an illustrated excerpt of its forthcoming study on the impact case for rural and agricultural finance.
Report: The 2015 international FGDA conference, "Improving Financial Inclusion of Smallholder Farmers”, brought together industry experts from MFIs and agricultural finance providers to exchange ideas and share best practices to close the financing gap for smallholder farmers.
Analysis: Andre Proctor, Keystone Accountability's Programme Services Director, describes Keystone's Feedback Commons and how its pilot program has impacted banana farmers in Kenya.

Client Voice

Posts about gathering, understanding, and responding to the input of farmers and other rural clients.  This can range from human-centered design of financial solutions to farmer voice in participatory evaluation approaches to rapid feedback loops and efforts to measure client satisfaction.