Customer Experience Toolkit & Coaching
CHALLENGE
How might we help financial service providers design products, services, and experiences with their low-income customers in mind?
How can we empower employees to drive customer experience initiatives through strategic support, co-design, and coaching?
PROGRAM - Various between 2015-2018
Description forthcoming. In the interim, please see more information below:
Customer Experience Toolkit
Janalakshmi's Experience Playbook
Case Study: At the Heart of All That We Do: Janalakshmi’s Journey to a Customer-Centric Bank in India
Deliverables included:
CUSTOMER EXPERIENCE TOOLKIT • CUSTOMER EXPERIENCE WORKBOOK • CAPACITY BUILDING & CX PROTOTYPING WITH JANALAKSHMI SMALL FINANCE BANK
“They scaled one of the prototypes across India and it’s operational in every branch, while also being standard operating procedure for every new branch in the future...Janalakshmi now realizes that the HCD process…is a useful way to test and scale all new innovation, whether a new offering, an improvement at a branch, or a new employee training manual.”
“ This recognition [from leading this CX project] is much more than any KPI in my goal sheet. I also have great feedback from customers. I feel proud. I know my classmates in other organizations are just going to work and having fun, while I work for a cause. I hear so many inspiring stories from across Janalakshmi, and I learn every day.”
ROLE + COMPETENCIES:
ENGAGEMENT LEAD • RESEARCH + STRATEGY • WORKSHOP DESIGN + FACILITATION • CONTENT • COACHING
During our immersion in Bangalore with Janalakshmi and CGAP, I created a behind the scenes look are our workshops and prorotype planning sessions.
Teammates included Robert Fabricant, Montana Cherney, Sebastian Barrera. Special thanks to client partners Yanina Seltzer, Gayatri Murthy, Tanaya Kilara, and Gerhard Coetzee