building better value for customers...-building better value for customers 29 august 2017 port...

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