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Insights Into Action What Human-Centered Design Means For Financial Inclusion

After seven globe-spanning projects, we have come to the conclusion that human-centered design is a fantastic way to engage, understand, and find consistently innovative ways to bring the unbanked into the world of formal finance. A huge benefit of HCD is how it captures critical customer insights and synthesizes them down to design principles—clear, instructive guardrails for what you’ll actually design—that then inform the products and services created. This document provides key representative patterns and insights from across the projects.

CGAP is a global partnership of more than 30 leading development organizations that works to advance the lives of poor people through financial inclusion. Using action-oriented research, we test, learn and share knowledge intended to help build inclusive and responsible financial systems that move people out of poverty, protect their economic gains and advance broader development goals. We research and experiment to achieve proof of concept and extract lessons that can be built to scale by our partners, who apply our insights in the marketplace.

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