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The initiative seeks to catalyse the financial services landscape by enhancing the evidence base for financial inclusion as well as ecosystem capacity to build sustainable solutions to Nigeria’s financial inclusion challenges.  \nThe overwhelming acceptance and acclaim of our annual State of the Market Report (SoMR) has encouraged us to continue to highlight and proffer evidence-based thought leadership to the financial service community. Now we want to move from research to outcomes.The SIDFS team has established a Prototyping Lab with the mandate of supporting financial service providers (FSPs) to bring innovative products and services to currently underserved segments. Through the lab, we hope to expand our role by supporting FSPs to design, test, and launch new solutions to the market for previously untapped customer segments. This toolkit is part of the lab, and introduces a customer-centered design process that will support FSPs to design innovative and commercially viable products and services that satisfies the needs, motivations, and aspirations of your customers.  \nWe are looking forward to learning from your experience using this toolkit. To share your thoughts and feedback with us, and discuss ways the lab can partner with your team directly, [write to sustainabledfs@lbs.edu.ng](write to sustainabledfs@lbs.edu.ng)  \nEnjoy!  \nIn collaboration with:  \nTable of contents  \nIntroduction to Customer-Centred Design  \nPhase 2: Prototype  \n01 Concept testing  \n02 Low fidelity prototyping  \n03 High fidelity prototyping  \n04 Synthesis  \nGlossary of terms  \n/p.4  \n/p.12  \n/p.14  \n/p.32  \n/p.38  \n/p.44  \n/p.53  \nLBS Customer-Centred Design Toolkit  \nIntroduction  \nWhat is Customer-Centred Design?  \nCustomer-Centred design is a creative problem solving process that starts with your customers, placing their needs at the centre of financial service offerings.  \nLEARN MORE ⇒  \nLearn how design can improve business performance  \nCustomer-Centred Design can support financial service providers (FSPs) to develop informed, compelling, and innovative solutions. Customer-Centred Design can be applied to the development of products, services, processes, messaging, and digital experiences. It can link each of these elements into a cohesive and meaningful customer experience, which is particularly important in the provision of financial services.  \nCustomer-Centred Design is an agile, problem solving process that focuses on  \nengaging people early and collaboratively testing solutions with them every step of the way. Design seeks to rapidly move from insights to action by translating learning into concepts that can be tested, adapted, and improved directly with your customers. The goal is to create solutions that satisfy people’s needs, motivations, and aspirations and contribute to key business metrics around customer acquisition, engagement, and retention.  \n“For a banker, it isjust a transaction, but [to customers] it is much more than that. The customer context is something that a design process can bring out. We need to move away from the arrogance that we [bankers] know what the market needs”  \n-Head of Retail Banking, Nigerian Bank  \nPrototype-LBS Customer-Centred Design Toolkit /p.4  \n/Introduction  \nHow Customer-Centred Design improves business performance  \nDesign enables FSPs to acquire new customers, retain existing customers, and expand product and service provision.  \nCHALLENGE  \nIn the last 10 years, new regulations have opened up opportunities for innovation, and digital and physical infrastructure developments have","cbCaiq5oD3l1owUp","https://ap.wps.com/l/cbCaiq5oD3l1owUp","pdf",9902228,55,"English","# Introduction to Customer-Centred Design\n## What is Customer-Centred Design?\n## How Customer-Centred Design improves business performance\n# Phase 2: Prototype\n## Concept testing\n## Low fidelity prototyping\n## High fidelity prototyping\n## Synthesis\n# Glossary of terms","[{\"question\":\"What problem does the toolkit aim to address for financial service providers?\",\"answer\":\"It helps financial service providers create innovative, commercially viable products and services that satisfy customers’ needs, motivations, and aspirations, especially for underserved segments.\"},{\"question\":\"How does customer-centred design improve business performance?\",\"answer\":\"It supports acquisition, retention, and expansion by helping providers understand new customer groups and translate learning into concepts that can be tested and adapted with customers.\"},{\"question\":\"How does prototyping reduce business risk?\",\"answer\":\"By enabling teams to test with customers earlier, it helps them “get it right” faster, reducing overall development time while preserving customer trust.\"}]","LBS Customer-Centred Design Toolkit - Prototype - Phase 2 | PDF",1790128362,19]