appropriate product design and delivery at musoni · ciple appropriate product design and delivery,...
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Putting the Principles into Practice
Appropriate Product Design and Delivery at Musoni
NUMBER13 APRIL2012
LESSON #1: START BY LISTENING TO CLIENTS
Smart Campaign (SC): Musoni uses mobile payments to collect loan repayments. How did you come up with your product features and delivery channel?
Musoni (M): ManyMFIsstartbydesigningaproductbasedonwhattheythinkclientswant,orbasedonwhattheircompetitorsoffer.Ourphilosophyisdifferent.Beforewedesignedanyproducts,wetalkedtopotentialclientsaboutwhattheywantandneedfromafinancialinstitution,sothatwecoulddesignsomethingweknewwouldworkforthem.
Beforewedidthemarketresearch,wealreadyhadourmobilemoneyproductinmind.Butwhatwewantedfromconversationswithclientswastoknowifitwastherightproduct,andhow,specificallyweshoulddesigntheproducttermsanddelivery.
SC: How do you conduct market research?
Musoni:Theideasforourproductdesign,ourservice,andbranchlocationscamefromin-depth,participatoryresearchwithpeopleinourtargetdemographic—urbanandsemi-urbanmicroentrepreneurs.Weusebothquantitativetechniquesandfocusgroupdiscussionstogatherinformationaboutclientpreferences.Onetech-niquewelikeiscalled“choicemodeling.”Weaskclientsorpotentialclientstocompareseveraldifferentproductideas.Welistthedifferentattributesoftheproduct—forexample,aquickandsimpleloanapplicationprocess,pre-loantraining,alowinterestrate,agraceperiod,etc.Then,weaskclientstoranktheattributesaccordingtotheirpreferences.Theserankingsgiveusinsightintowhichproductattributesbestsuitclientneeds.
AlloftheinformationwegathergoestotheMusoniProductCommittee,whichiscomposedoftheHeadofProductDesign,theCEO,theCOO,andtwoBranch-Managers.Wearealsoconsideringexpandingthegroup
Musoniisamicrofinanceinstitutionusingmobiletechnologytodeliverconvenient,flex-ible,andreliableloanstolow-incomepeopleinKenya(andotherEastAfricancountriesinthefuture).Musoni’sproductsaredesignedbasedontheneedsandpreferencesoftheirclients.
TheSmartCampaign’sClientProtectionPrin-cipleAppropriate Product Design and Delivery, statesthatinstitutionsshoulddesignproductsanddeliverychannels:
•insuchawaythattheydonotcauseclientsharm;and
•withclientcharacteristicstakenintoaccount.
Musoni’sapproachtoproductdesigncanserveasan“excellentpractice”exampletootherinstitutions.Musonistaffdiscussedtheinsti-tution’sproductdesignanddeliverywiththeSmartCampaign,revealingfiveprimarylessonsfromthefield.
1Musoni’sbackofficeservicesarecentralizedintheNetherlands.
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toincludeWealthCreationOfficers(WCO’s),Mu-soni’sversionofloanofficers.Wethinkit’sveryimportantthatthisgrouprepresentallaspectsofourbusinesssothatproductdesignisapriorityforalldepartments.
SC: What did the clients tell you?
Musoni:We’vebasedourproductdesignonafewrecurringneedsthatweheard.Clientstellustheywantafairprice,butevenmorethanthat,theyvalueaproductthattheycanaccesseasilygiventheirworkscheduleandtheirlocation,andaprod-uctthatisflexibleenoughtofittheircashflows.Theyalsovaluetransparencyabouttheprice—theymadethatveryclear.Theyalsowantfinancialedu-cationsotheydon’tremaininanever-endingcycleofdebt.Inotherwords,theywanttoknowhowtomakethemostoftheloansothateventuallytheydon’thavetoborrow.
LESSON #2: OFFER CONVENIENCE & RELIABILITY
SC: How has Musoni responded to the needs ex-pressed by clients?
Musoni: First,andforemost,wehavedesignedourproductssothattheyareconvenient.Clientscanac-cessourserviceseasilyandwithoutbearingahighpersonalcost.Allloanrepaymentisdonethroughmobilemoney,soclientsdon’thavetotraveltomeetingswithapocketfulofcash.Thisreducesper-sonalriskfortheclient.Italsomeansthatpaymentscanbemadewhenandwheretheclientchooses,withinaseven-dayperiod.
Secondly,wedeliverourloansatthetimepromisedtoclients—ourdeliveryisreliable.Clientstoldusthattheydon’tlikehowlongittakessomeMFIstodisburseapprovedloans.Musoniguaranteesthatclientswillreceivetheirloanwithin72hoursofap-plication,aslongastheapplicationisapproved.Inreality,weusuallydisbursewithin24hours.Reliabil-itymeansthatclientscancountonthemoneywhentheyneeditandthatwekeepourpromiseofquickdisbursement.
Finally,inthecomingmonths,wehopetobecomevirtuallypaperless.Wewanttousemobilephoneapplicationsratherthanpaperformsduringloanap-plication,appraisal,andapprovalsothatweonly
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processinformationonce,ratherthantransferringitfrompapertoelectronicfiles.Paperlessinteractionswithclientswillallowustoserveourclientsevenfaster.
LESSON #3: OFFER FLEXIBILITY & TRANSPARENCY
SC: Clients also asked for flexibility—how have you responded? And does group lending mean that your products are less flexible?
Musoni:Weoffertwodifferentloanproductsandweofferseveraldifferentloantermsandrepaymentschedulesbasedonaclient’sabilitytopayandhis-toryofrepaymentwithMusoni.Weofferbetterandmoreflexibletermsforclientswithgoodrepaymentrecords.Wealsoofferagraceperiodbetweenloandisbursementandthetimeofthefirstrepaymentforallclients.Inourmarketresearch,clientstoldustheyreallyvaluedthisflexibility,sothatisanessen-tialfeatureofourloanproducts.
Toyoursecondquestion,ourgrouplendingmeth-odologydoesnothinderflexibilitybecausewemaketheloansonanindividualbasis.Memberscanhavedifferentloanamounts,takenatdifferenttimes,withdifferentrepaymentschedules.Groupsexisttoguaranteeandsupportoneanother.
SC: Mobile payments are more convenient to the client—do they also increase flexibility?
Musoni:Yes.Aspreviouslymentioned,wegivecli-entsaweekduringwhichtheycanrepaytheirloansatanytime.Infact,themajorityofinstallmentsarepaidafterworkinghours,whichisabenefitthatfewMFIsoffer.Also,wedon’tchargefeesforearlyrepayment.Thesefeaturesmeanthatclientscanbettermatchtheirrepaymentstotheircashflows.
Inthefuture,wewanttouseourflexibleservicestoprovideaccesstoclientsinunderservedruralareas.Ruralclientsneedgreaterflexibilitysotheydonothavetotravellongdistancestomaketransactions.Wethinkourmobiletechnologywillallowustoof-ferthemthisflexibility.
SC: What about transparency? How do you help clients understand their loans?
Musoni:Ourinterestratesareclearlydisplayedonourmarketingmaterials.Wedon’ttrytoconceal
them.Admittedly,wequoteflatinterestratesratherthanadecliningbalance.Thiswasbecauseaftercol-lectingclientpreferences,clientsexpressedastrongpreferenceforflatinterestrates.However,wearehavinganimportantinternaldiscussionabouthowtochangethiswithoutappearinguncompetitivewithalltheotherlocalMFIsthatquoteaflatrate.Ifwedomovetoquotinginterestratesonadeclin-ingbalance,wewillfirstneedtounderstandhowtobestcommunicatethiswithclientssothattheproductscontinuetobewell-understood.
However,wedoensurethattherateincludesallfeessotherearenohiddenchargestotheclient.ItisactuallycommonpracticeinKenyatochargehid-denfees.Weexplaintoclientsthetotalcostoftheirloansinlocalcurrency,theirloanschedules,andhowwecalculateloansize.Inthisway,clientsknowwhattheyarecommittingto.
LESSON #4: TRAIN CLIENTS
SC: Beyond working with clients to understand the prices and terms of their loans, how else do you ensure transparency?
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Musoni: Anotheraspectoftransparencyisgoodtraining.Thisissomethingthatclientsrequestedandweknowtheyreallyvalue.Eachnewgroupofclientgetsbetweenfourandsixweeksofpre-loantraining.Thisisaveryimportanttimeforclientstolearnfinancialmanagementskillsandhowtomain-taingroupcohesion.Allclientsgothroughaformalcurriculum,andweallowourWCOstodecidehowquicklythegroupshouldmovethroughthetraining,andwhenadditionaltrainingisneeded.
Towardtheendofthepre-loantraining,weaskeachgrouptodraftagroupconstitution.Thisdocu-mentlaysouttherulesforgroupconductandthegroupleadershipstructure.Eachgroupdesignsitsownconstitution.Ifthatexercisegoeswell,theWCOknowsthatthetraininghasbeeneffectiveandthegroupisreadyfortheloan.Butifthegrouphastroubledoingit,ortheirconstitutionisweak,theWCOknowshehastokeepworkingwiththatgroupuntilmembershavetheappropriateskills.
LESSON #5: IT’S GOOD BUSINESS
SC: From Musoni’s perspective, is there a business case for designing appropriate products and deliv-ery channels?
Musoni:Certainly.Wealwayshavetokeepourfinancialperformanceinmind.Butweseerealcom-patibilitybetweenservingtheclientswellandbeingsustainable.
Forexample,werecentlydiscoveredthatclientslikereceivingtextmessagereminderswhentheirloanrepaymentisdue.Theyactuallythankusforhelpingthemtoavoiddelinquencywiththesereminders.Atthesametime,weestimatethatthissimplemea-surehashelpedreducedelinquencyby10percent.That’sgoodforeveryone.
AnotherfinancialbenefitofourmobilemoneymethodologyisthatWCOsdon’thandlecashduringtheclientmeetings.Thisreducestheriskoffraudandtheft,whichreducesourcosts.Simultaneously,itimprovestherelationshipbetweentheWCOandtheclient.Imagineagroupmeetingwherealoanofficerisnotputtingouthishandaskingforcash,ratherissaying“let’stalkaboutyourbusinesses.”It’sareallypositivedynamic.
SC: What is next for Musoni?
Musoni: Clientstellusthattheywanttobeabletosavewithus.Manyclientstellusthisisevenmoreimportantthancredit.Legally,wearenotallowedtoacceptdeposits,butwearebeginningtheprocessofapplyingforthislicensebecauseit’saservicethatourclientsdemand.Clientsarealsoaskingforschoolfeeloansandagricultureloans.Basedonon-goingmarketresearch,weareexamininghowandwherewecanprovidetheseadditionalproducts.
Inaddition,wearedevelopingaformalcreditscor-ingtool,whichwillbeparticularlyimportantasweexpandintonewmarketsinUgandaandotherEastAfricancountries.WCOswillusethetooltoassessclientcapacityfordebt,ensuringthatwedonotindebtclientswhocannotservicealoan.Thetooldesignerswillusedatathatrevealthecharacteris-ticsofwell-andpoorly-performingclients,sothatthetoolcanaccuratelypredictclientcapacity.Weexpectclientgroupstowelcomethenewmethod-ologyasitwillaidintheselectionofgoodgroupmemberswhoaremorelikelytorepaytheirloans.
Finally,wearedevelopingaformalsocialperfor-mancemanagementsystemtostandardizehowclientdataarecollected,analyzed,andreportedwithintheinstitution.Withthissystem,weshouldbeabletobetteranalyzeclients’experienceswithourproductssothatwecancontinuetorespondtotheirneeds.
AspecialthankyoutoourcontactsatMusoni:EvaTeekens,BartvanEykFlorisHenningandMarkEllis-Jonesfortheircontributions.
LeahWardleandEvaTeekenswereresponsibleforpreparingthisnote.