Service Design Global Conference: Business as Unusual

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Our brief for Jordan’s National Microfinance Bank was to design a service that saved clients the time and expense of going to a bank branch to repay loans each month. However, in traveling across Jordan to speak with bank clients, we found that WHERE they repaid was not as important as HOW they repaid. Clients wanted to repay in smaller installments, similar to how many filled up their hassalah (Jordan’s version of the “piggy bank”) each day—at their own pace. With our client on stage, we will present how we set up a “pop-up studio” in Amman, built a local team, made our client fall in love with service design, and prototyped a service that will radically improve life and save time and money for the bank’s 60,000 clients across Jordan while setting a new standard for repaying microloans.

Date and Time: October 27, 2016, 12:20 pm DST


Mattresses & Money-Boxes: Microfinance Service Design in Jordan

Session Speakers: Stefano Bianchini, Service Designer, Continuum; Felipe Cabezas, Consultant, Product Development, National Microfinance Bank (NMB)

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    Stefano Bianchini

    Stefano is a design strategist with a passion for and expertise in product-service systems. He approaches every design challenge with curiosity, applying pragmatic and analytical filters to things he observes. He believes in multidisciplinary and multicultural teams, where the intersection of people with different mindsets and cultures adds special value to projects.

    At Continuum, he helps clients develop products, services, and digital and analog brand experiences. Most recently, Stefano has focused on projects pertaining to issues of urban mobility, helping major bank and automotive brands innovate in this area.

    Stefano studied industrial design at La Sapienza in Rome and product service system design at Politecnico di Milano.

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    Felipe Cabezas
    Consultant, Product Development, NMB

    Felipe Cabezas' experience with field research began in Chile, where he joined a study with the Universidad de Chile to interview tourists and understand how a proposed hydroelectric project would impact ecotourism in Patagonia.

    After "traditional" work in the non-profit, social sector with Ashoka and GlobalGiving, he joined Vittana, where he engaged closely with students in Kenya and Jordan to develop new and to scale existing education loans for clients in Kenya and Jordan. He collaborated with a multidisciplinary team of designers and developers to redesign the Humanitarian Development Toolkit for Internews. He has been working Jordan for NMB as a Product Development Consultant since 2014, and has spoken at the Digital Financial Services Forum in Amman, Jordan.