Most people in the world do not have a bank account, let alone use any kind of formal financial services. Over recent years, more efforts have been made to extend financial services to the poor to increase financial stability and improve livelihoods. What does it mean to design tools to support financial inclusion? How do you design for people who are not familiar with financial concepts? Or have difficulty reading? Using real project examples in Myanmar, Pakistan, Nigeria and Ghana, Gabriel will highlight the considerations that are important in designing for financial services in developing countries.

1. Gabriel White
Sending money home
@smallsurfaces

2. smallsurfaces

3. MicroSave
“Financial inclusion”
smallsurfaces

4. Complex financial lives.
smallsurfaces Afford Two, Eat One (Proximity Designs, frog, and Studio D Radiodurans)

5. Lumpy incomes.
smallsurfaces Afford Two, Eat One (Proximity Designs, frog, and Studio D Radiodurans)

6. Managing daily cashflows.
smallsurfaces

7. Useful amounts of capital.
smallsurfaces

8. Preparing for the unexpected.
smallsurfaces

9. Read this book.
smallsurfaces

10. smallsurfaces
87%
Pakistan
60%
Ghana
77%
Myanmar
World Bank

11. Formal & regulated.
smallsurfaces
(b)
Money Laundering and
(c) adequate business continuity and disaster recover
(d) effective audit function to provide periodic review of the security control
environment and critical systems.
7. Trust Account and Fund Segregation Requirements
(1) MFSPs shall keep 100 percent of the float in a trust account consisting of liquid assets
and it shall remain unencumbered and not be commingled at any time with any others funds
of the MFSP.
(2) Liquid assets can consist of-
(a) demand deposit held at commercial banks in Myanmar approved by the Central
Bank, provided that such deposit shall be held separately from cash balances or
deposits relating to other operations of the MFSP; and
(b) any other asset approved by the Central Bank.
(3) MFSPs shall on an ongoing basis, but by no later than 4.00 p.m. each day, reconcile
the liquid assets held in the trust account.
(4) Any deficiencies in the amount of liquid assets in the trust account shall be rectified
by 12.00 pm the next day.
n new MFS accounts until the deficiencies referred

12. Extending financial services helps.
smallsurfaces

13. maisha_elonai
Branches are often distant.
smallsurfaces

14. Interna<onal Banker
Barriers to access are high.
smallsurfaces

15. Brian Harries
Mobile financial services.
smallsurfaces

16. More extensive & approachable.
smallsurfaces

17. Technology enables this.
smallsurfaces

18. Communicating financial concepts.
smallsurfaces

19. The concept of an account.
smallsurfaces

20. The concept of a PIN.
smallsurfaces

21. Secret withdrawal code.
smallsurfaces
Mutually shared
secret number
Secret number
Secret withdrawal code
Withdrawal password
Withdrawal number

22. Words matter.
smallsurfaces
Mutually shared
secret number
Secret number
Secret withdrawal code
Withdrawal password
Withdrawal number

23. Learning through doing.
smallsurfaces

24. You
Scan this QR code with your Smartphone
To find out more about a High Interest
Savings Account – with the first $100
Deposit on us!
You may need to get a QR Code® reader from your SmartPhone App Store
Your branch
Main and Elm
100 Main Street
Metropolis, AA
01234
Your Transaction Details
Date
Details
Withdrawals
Deposits
Balance
Apr 8
Opening Balance
5,234.09
Apr 8
Insurance
272.45
5,506.54
Apr 10
ATM
200.00
5,306.54
Apr 12
Internet Transfer
250.00
5,556.54
Apr 12
Payroll
2100.00
7,656.54
Apr 13
Bill payment
135.07
7,521.47
Apr 14
Direct debit
200.00
7,321.47
Apr 14
Deposit
250.00
7.567.87
Apr 15
Bill payment
525.72
7,042.15
Apr 17
Bill payment
327.63
6,714.52
Apr 17
Bill payment
729.96
5,984.56
Apr 18
Bill payment
223.69
5,710.87
Closing Balance
$5,710.87
Are you
Get your statements
delivered directly to
your email account
Scan the QR Code below with your
SmartPhone to sign up now!
Transaction histories are complicated.
smallsurfaces

25. Teach through doing.
smallsurfaces

26. To build experience.
smallsurfaces

27. Focus & reassurance.
smallsurfaces

28. Clear, focused action to begin.
smallsurfaces

29. What do I need to do now?
smallsurfaces

30. Help me as I need help.
smallsurfaces

31. Tell me it worked.
smallsurfaces
150000

32. Again.
smallsurfaces

33. And again.
smallsurfaces

34. But understandable isn’t always best.
smallsurfaces

35. Need help?
+ Rs. 0 fee = Rs. 0 total
Amount (Rs.)
How much do you want to send?
Send Money Cance
l
An assistant waiting to help.
smallsurfaces
Need help?
2 3
5 6
8 9
1
4
7
0
+ Rs. 0 fee = Rs. 0 total
Amount (Rs.)
Next
How much do you want to send?
Back
Send Money Cance
l
Your balance is Rs 2,500. Your can
send up to Rs 2,300 plus Rs 200 fee.
Rs 2,500
My Balance
YOUR
BALANCE
0340 9759140
Call Customer Care
+ Rs. 0 fee = Rs. 0 total
Amount (Rs.)
How much do you want to send?
Send Money Cance
l
GRID/SmallSurfaces/Karandaaz

36. Meaningful suggestions.
smallsurfaces
Need help?
‫ا‬ُ‫ر‬‫د‬ُ‫و‬
Rs 2,500
My Balance
Send Money
Pay Bill Record
Load Credit
My Account Find Shop
Rs. 2,500
My Balance
Good Morning, Faiza
Here are some suggestions based on
your recent activity.
Farooq Maliq
0340 9759140 23983209
Ali Awan
Yasir
0340 9759140
0340 9759140 23983209
LESCO
Electricity
‫ا‬ُ‫ر‬‫د‬ُ‫و‬
Rs 2,500
My Balance
GRID/SmallSurfaces/Karandaaz

37. Confidence is fundamental.
smallsurfaces

38. The details are the product.
smallsurfaces

39. Thanks!
@smallsurfaces
gabriel@smallsurfaces.com
www.smallsurfaces.comsmallsurfaces