Recursos

This example explains how Friendship Bridge manages its foreign exchange risk without transfering this risk to their clients.

Short list of sample client exit survey questions.

This is a toolkit to help providers of mobile financial services (MFS) in Pakistan improve the UX design of their smartphone apps. It is targeted at various providers in Pakistan – banks, mobile money providers, payment providers – who want to extend MFS to mass market in low-income emerging markets via a smartphone delivery channel. The recommendations in this Toolkit focus on the design of an app for the mass market - average moble money customers in the Pakistan market. It was our intention to create designs that would appeal to the broadest range of customers, from low-literate new users to existing customers who already use MM services. The design decisions that we feel allow new users (perhaps lower-literate, lower-income users) to engage with the platform do not, in our opinion, prevent existing, more “fluent” MM users from using the same app or platform. After rigorous testing, we feel the design recommendations in this Toolkit allow providers and app developers to design a smartphone app that has wide market appeal, both inviting new potential MM customers into the experience and catering to the needs of existing customers as well.

In this paper, Freedom from Hunger presents the stories and reasons for dropping out from 59 village-banking microfinance clients representing seven countries and microfinance institutions (MFIs). Clarity on the underlying factors contributing to client drop-out can be a launching point for an expanded discussion on the objectives and measurement methods of client retention.

During open-ended interviews, clients were asked to explain why they had dropped out of a microfinance program. The results of these qualitative interviews, or impact stories, revealed that it was most often a series of events that led to the decision to leave rather than a single cause for dropping out. Of the reasons for dropping out mentioned, health shocks, business failure and group issues were found to be both the top contributing factors and root causes of client exiting.