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Putting Clients at the Center: Designing and Delivering Effective Financial Services


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QED Group LLC
1250 Eye Street NW
11th Floor
Washington, DC 20005
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After Hours Seminar #63
Presenter(s):

Guy Stuart
Independent Consultant

María Jaramillo
Microfinance Opportunities

Jeffrey Levine (Moderator)
United States Agency for International Development

Date:
September 27, 2012 - 9:00am - 10:30am
Community members gather for group loan meeting

Click on the Event Resources button to view the presentation and other resources.

Putting ‘clients at the center’ is about more than just raising levels of adoption and usage of formal and informal financial services. It is also part of a broader thesis of client-led microfinance which argues that a client perspective to product design and delivery, building financial capabilities and the relationship between clients and operations together contribute to achieving sustainability and scale and are important if a financial service provider is to serve its market effectively. This framework provides the basis for a discussion by members of the Microfinance Opportunities (MFO) team.

Guy Stuart, advisor to MFO, discusses how the analysis of transactions data, both MIS and Financial Dairies data, can inform both product design and operations of MFIs engaged in cell phone banking.

Maria Jaramillo, Senior Program Manager at MFO, demonstrates the diversity of financial education tools that have been developed for the Philippines and Zambia and how embedding them into the providers' operations can increase client confidence in branchless banking and increase account opening.

Greenroom Interviews: María Jaramillo, Guy Stuart, and Monique Cohen

Presenter Bio:

Guy Stuart
Independent Consultant
Guy Stuart

Guy Stuart is an independent consultant who conducts client-focused research for financial service providers interested in serving low-income individuals and households. He uses a variety of methods in his research, including financial diaries, participatory exercises, and data-mining of financial service providers’ own data.

He is a Senior Advisor to Microfinance Opportunities for whom he has served as Principal Investigator on five financial diaries studies and as project leader for the development of the Financial Capabilities Index Web Portal. As a Fellow at the Ash Center at Harvard University, he also conducts research on distributed service delivery systems.

Stuart received his PhD from the University of Chicago followed by four years in community economic development. He then served 13 years as a Lecturer in Public Policy at the Harvard Kennedy School and continues to teach in Executive Education programs.

María Jaramillo
Microfinance Opportunities
María Jaramillo

María Jaramillo is responsible for the implementation of financial education programs that promote the adoption and use of branchless banking technologies, such as mobile phone banking and cards. Jaramillo also develops new partnerships for Microfinance Opportunities’ financial education programs in Latin America.

Jaramillo has extensive experience providing technical assistance to microfinance institutions and developing financial products that respond to the needs of low-income households receiving remittances. Before joining Microfinance Opportunities, María worked at ACCION International launching, managing and expanding its remittances program. She also worked for Viamericas Corporation and the Inter-American Development Bank researching innovative ways for the private sector to participate in microfinance.

Jaramillo holds a BA in international politics from Oberlin College and an MA in international relations from the Paul H. Nitze School of Advanced International Studies at The Johns Hopkins University.

Jeffrey Levine (Moderator)
United States Agency for International Development

Jeffrey Levine is the Division Chief for the Microenterprise Development team in the Office of Microenterprise and Private Enterprise Promotion with USAID. He has 25 years of experience in designing, implementing and evaluating rural development programs. His work covers agriculture, enterprise development, value chains, trade, business enabling environment, microfinance and access to financial services. Levine has lived and worked in Costa Rica, Bolivia, Peru, Bulgaria, Romania, and Uganda. Before joining USAID, he had a variety of other development experiences including serving as a Peace Corps volunteer, Vice President for International Business with the Greater Des Moines Chamber of Commerce, and Chief of Party for an agricultural NGO.

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