National Microfinance Bank and USAID: The People-Centered Microloan

We designed and prototyped a mobile-enabled loan repayment service to help Jordanian bank customers repay their microloans.

NMB Hero

01

Challenge

With 65,000 clients, 30 branches, and 350 employees, the National Microfinance Bank (NMB) is the third-largest micro-financial institution in Jordan. The bank dispenses microloans—typically between $100 and $5,000—to credit-poor customers that the average commercial bank would overlook to help them open small businesses, pay for school tuition and education expenses, improve their homes, and more.

NMB recognized that the act of repayment was one of most difficult parts of the loan experience. Customers would spend a significant amount of time and money—particularly if they lived in a rural area far from a bank branch—simply arranging for travel to the branch to make their monthly repayment. Some, unable to arrange or afford transportation to branches, would give their loan payment amount to a friend or relative traveling to town with the expectation that they would repay the loan on their behalf (a somewhat risky behavior).
NMB, in partnership with USAID, contacted Continuum to help them redesign the loan repayment experience in Jordan.

02

Research & Insights

03

Solution

04

Results