Emerging360 & CGAP Promoting Financial Inclusion Via Human-Centered Design & eLearning

CGAP eLearning Course on Financial Inclusion Using Human-Centered DesignThe Consultative Group to Assist the Poor (CGAP) has selected Emerging360 to design and develop a flagship blended learning course for financial institutions, entitled “Customers at the Center.” The new training offering leverages eLearning and Human-Centered Design (HCD) methodologies, and will be featured on CGAP’s Gateway Academy platform.The multi-week course aims to train mid-level managers at financial institutions in 7+ countries in sub-Saharan Africa to implement new, customer-centric approaches to meet the needs of the unbanked and financially underserved.

The course leverages the latest adult-learning methodologies combined with innovative Human-Centered Design approaches to promote customer-centricity. Core modules include:

  • Making the case for customer-centered organizations
  • Learning from customers, utilizing Human-Centered Design practices to fully understand the life-style needs of the poor and financially underserved
  • Designing the right financial products and services through iterative prototyping and rapid development practices
  • Understanding and assessing value to customers and the organization
  • And organizing for delivery, including helping firms navigate the necessary change management processes

Weekly activities include multimedia-based, interactive, self-paced e-learning, hands-on deployment of newly acquired skills in the workplace, and regular check-in and coaching sessions with CGAP’s team of facilitators. For more information about our work with Human-Centered Design and eLearning, contact Emerging360.

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