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Promoting Inclusive Markets and Financial Systems

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Listening to Savings Group Members for Stronger Bank Linkages: Customer Journey Mapping

by on Nov 13, 2017  |  posted in Client Protection, Financial Inclusion, Savings  |  0 Comments

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This webinar explored the Customer Journey Mapping (CJM) methodology developed by 17Triggers as it relates to developing and strengthening commercial relationships between Savings Groups and Financial Service Providers. Presentations featured representatives from both 17Triggers and the SEEP Network's Peer Learning Group (PLG), a team of six practitioners currently engaged in a 7-month active learning period aimed at addressing collective challenges and questions relating to Commercial Relationships between Savings Groups and Financial Service Providers. Together, panelists outlined the CJM tool, how it has been applied globally by 17Triggers and how this approach has led to concrete changes in products and delivery channels for members of Savings Groups. PLG members also shared their recent experience learning about and utilizing the CJM methodology to advance SG programming within their respective institutions.

This webinar was organized by the SEEP Network as part of The MasterCard Foundation Savings Learning Lab — implemented by Itad in collaboration with the SEEP Network.



Camilla Zanzanaini, Head of Research and Strategy (Ad Interim), 17Triggers

Camilla ZanzanainiCamilla is an HCD expert at 17 Triggers with experience spanning two worlds – research and communication design. She is skilled at demonstrating and teaching clients and stakeholders how to use HCD methods (including Trigger Mapping), problem solve and ideate. During her most recent assignment with Airtel Money and Zoona in Zambia, she was responsible for customer journey mapping, target persona development, money flow tools, pitch tests, trials, workshop facilitation and training, with the ultimate goal of increasing uptake of specific digital financial products. Camilla is certified to use 17 Triggers’ proprietary ‘Trigger Mapping in a Box’ toolkit to facilitate problem solving in projects and has done so on several projects, including recently concluded projects in Cambodia. Prior to 17 Triggers, she worked as a science communicator and research coordinator with Bioversity International, an agricultural research-for-development organization. She holds a Masters in Development Studies from Erasmus University’s Institute of Social Studies, Rotterdam.

Socheata Kong, Researcher and Trainer, 17Triggers

Socheata KongSocheata Kong is one of 17 Triggers’ Behavior Change specialists and Master Trainers, joining 17 Triggers in 2012 with over a decade of experience in behavior change communications to projects. Prior to joining 17 Triggers, Socheata held senior positions with major international organizations focused on behaviour change and outreach in education and health. She also has significant experience in the development of educational media and materials, having led the implementation of media impact research, development of monitoring and evaluation systems, curriculum development, and training. A Cambodian national, Socheata holds her Masters’ degree from Royal University of Phnom Penh. Since joining 17 Triggers, Socheata has led qualitative research, training, and marketing prototype development and testing for clients in sectors such as household energy, microfinance, women’s empowerment and WASH.

Michael Maggebo, Product Development Manager, National Microfinance Bank (NMB)

Michael MaggeboMichael B. Maggebo is a Product Development Professional at NMB Bank Plc in Dar es Salaam, Tanzania, where he oversees Retail Liability Products. His areas of competency are Product Development, Product Portfolio Management, Deposit Mobilization and Pricing of Products and Services. In addition, he has also been engaging with financial inclusion programs since 2014 and has developed a variety of products targeting financially excluded individuals both youth and adults. Before joining NMB Bank, Michael worked with a Fast Moving Consumer Goods (FMCG) company, Tanga Fresh Co. Ltd, as an Assistant Accountant.

Gerald Munyaradzi Nyakwawa, Account Executive, Econet Wireless Zimbabwe

Gerald Munyaradzi NyakwawaGerald Munyaradzi Nyakwawa is an account executive with the largest mobile money service provider in Zimbabwe. He is passionate about financial inclusion and works with the bottom of pyramid helping families to have access to financial services. He is an accomplished Development Finance practitioner. His interest lie in making access possible to smallholders and peasant. He believes formalization of savings clubs can be a catalyst for community based development. He is a certified Digital Money expert (Tufts) and a peer of the Digital Frontiers Institute (DFI) with over 13 years’ experience in Retail banking, BoP banking, Financial inclusion, Mobile Payments, and Digital Financial Services.


Ivana Damjanov, Programme Specialist, UNCDF/MicroLead

Ivana DamjanovIvana is a Programme Specialist for UNCDF’s MicroLead Programme, based in Dar es Salaam, Tanzania. Her portfolio under MicroLead includes grantees in Tanzania, Burundi, Uganda, Rwanda and Malawi. Prior to joining the UNCDF, Ivana worked as the Director of Operations for PlaNet Finance in Paris. She is currently leading UNCDF’s financial inclusion initiatives in Tanzania focusing on savings groups, financial education and digital financial services through a gender-based approach to deepening access to finance.

Jessica Massie, Senior Technical Advisor, Reach Global

Jessica MassieJessica Massie is a Senior Technical Advisor for Reach Global in Kigali, Rwanda. She is an education specialist with over 10 years of experience in financial literacy, nonformal education and programming for adolescent girls in Guinea, Rwanda, Kenya, Uganda, Burundi and Malawi. In her previous role at Microfinance Opportunities, she trained over 200 trainers, and wrote and adapted education for clients of commercial banks, microfinance institutions and village savings and loan (VS&L) groups across Africa. Jessica has also held positions at the Microcredit Summit Campaign, Mesilla Valley Habitat for Humanity, and the National University of Rwanda. She is fluent in French and holds a master’s degree from The Monterey Institute of International Studies.

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