Post on 29-Jun-2020
transcript
Pacific Innovation Labs - Building Better Value for
Customers
29 August 2017
Port Moresby
What makes mass market customers adopt digital financial services?
Pacific Experience
-
100,000
200,000
300,000
400,000
500,000
600,000
700,000
3 %Payments via
Mobile Wallets
-
50,000
100,000
150,000
200,000
250,000
Cheaper
Remittances
11 % -
20,000
40,000
60,000
80,000
100,000
18 %
Cash Agent /
Merchants
En
rolle
d c
ust
om
ers
Products
and Use
Cases
Pricing and
incentives
Customer
engagementUser
Interface
Marketing
Transaction
Channel
A design challenge to find the combination of customer experiences that will motivate mass market customers to
adopt [x]
Iterative testing
Assessment & scale up
Evidence-based
assessment
Problem identification
Concept development
Rapid prototyping
Minimum viable
product
Identify
Opportunities
How we organize an innovation project …
With Financial Service Providers
Learn ScaleTest
Innovation is in the structured process
of identifying opportunities and
solutions
Decision Gate
What is the need
and the
solution?
Why is it our best
opportunity?
What all must be
true for it to
succeed?
How are we
going to test it?
Scope: Specific Segment and customer profiles
Scope: Specific Geography
Work plan
2017 2018
Foundation work
Set of Iterations 1
Set of Iterations 2
Set of Iterations n
Lab Setup
Iteration 1
Planning
Plan
Iteration 2Product Tests
• Remittance-focused transfer
product
• Short-term lending
Customer acquisition/activation
Research Learn more about customer and agent needs and behavior
Agent network improvement
UX/ Process Tests
• Improved UX/UI for utility
payments
• Influencers as champions in villages
Lead Service Designer
Data
analyst
Agent network mgr.
Customer researcher
Marketing officer
Business analyst
Specialty designers
Innovation
Lab
Resources
www.pfip.org