Financial Inclusion Strategy Training Course

Participants can identify and prioritise underserved segments using structured segmentation criteria.

• Construct priority segments from income patterns, livelihoods, geography and vulnerability
• Use personas to represent farmers, migrants, women and microenterprises
• Size addressable demand with FinScope-style surveys and administrative records
• Identify gender constraints through sex-disaggregated portfolio and channel data
• Rank segments using need, feasibility, economics and mission-fit criteria
• Write segment value propositions with jobs, pains and desired gains

Participants can gather customer evidence and convert barriers into service design priorities.

• Plan qualitative interviews, intercept surveys and financial diaries ethically
• Trace customer journeys from onboarding through claims, repayment and complaints
• Detect friction points using drop-off analysis and root-cause questioning
• Apply informed-consent protocols when collecting sensitive household information
• Convert research findings into testable service design hypotheses
• Prioritise barriers with impact-effort matrices and evidence confidence ratings

Participants can build a financially credible business model for a priority inclusion segment.

• Compare cross-subsidy, fee-based, partnership and grant-supported inclusion models
• Build a business model canvas for a priority excluded segment
• Specify customer value, channels, revenue streams and operating partners
• Test willingness to pay without masking affordability constraints
• Assess unit economics before scaling subsidised acquisition campaigns
• Define strategic choices using reach, viability, risk and mission measures

Participants can design transaction and savings products that reduce access and usage barriers.

• Design low-balance accounts with transparent fees and practical transaction limits
• Structure savings features around irregular income cycles and stated goals
• Apply behavioural prompts to encourage deposits, reminders and account activity
• Set transaction pricing using affordability, cost-to-serve and customer value
• Simplify account terms through plain-language disclosure and visual communication
• Test payment use cases including remittances, merchant payments and bill settlement

Participants can structure inclusive credit propositions with sound affordability and portfolio controls.

• Match loan structures to cash flows, seasonality and business cycles
• Use cash-flow lending methods for thin-file microenterprise borrowers
• Assess repayment capacity through income verification and household expense analysis
• Build credit policies for progressive lending and responsible limit increases
• Monitor portfolio quality using PAR, vintage curves and early-warning indicators
• Prevent over-indebtedness through bureau checks, affordability tests and disclosures

Participants can develop accessible insurance propositions and distribution models for underserved customers.

• Select risks suitable for life, health, crop and asset microinsurance
• Design benefit structures that customers can explain and verify easily
• Price microinsurance using claims expectations, expenses and distribution commissions
• Map claims journeys to reduce documentation burdens and settlement delays
• Use index insurance carefully where basis risk can be explained
• Align policy exclusions, sales scripts and customer disclosure materials

Participants can select digital and assisted channels that improve inclusion without weakening controls.

• Compare branch, agent, mobile, USSD and merchant acceptance channel roles
• Design assisted digital journeys for low-literacy and first-time users
• Reduce failed onboarding through document capture, prompts and exception handling
• Set agent liquidity procedures for cash-in, cash-out and service continuity
• Measure digital adoption using activation, transaction frequency and retention cohorts
• Address device sharing, connectivity gaps and accessibility in channel design

Participants can plan agent networks using coverage, economics, service quality and control requirements.

• Select agent locations using population density, transaction demand and travel time
• Calculate agent viability from commissions, liquidity needs and operating costs
• Define agent selection criteria, due diligence and contractual service obligations
• Monitor agent conduct through mystery shopping, complaints and transaction anomalies
• Plan liquidity rebalancing routes, thresholds and escalation procedures
• Use tiered supervision models for dispersed agent network operations

Participants can embed customer protection requirements in inclusive product and channel designs.

• Apply CERISE+SPTF Universal Standards to product governance and customer treatment
• Design key fact statements with pricing, risks, exclusions and customer obligations
• Establish complaint mechanisms accessible through branches, agents and mobile channels
• Analyse complaint data for recurring conduct failures and remediation priorities
• Control sales incentives that encourage unsuitable products or misleading statements
• Protect vulnerable customers through consent, privacy and accessible communication

Participants can apply risk-based financial crime controls to low-value inclusive finance products.

• Apply FATF risk-based approaches to low-value accounts and transactions
• Distinguish simplified due diligence from inadequate customer identification controls
• Design tiered accounts using transaction limits and customer risk profiles
• Assess acceptable identity evidence for rural, migrant and displaced populations
• Investigate suspicious activity using transaction patterns, behaviour and contextual evidence
• Escalate sanctions, fraud and money-laundering concerns through documented procedures

Participants can use customer data responsibly to improve inclusion decisions and service design.

• Define minimum viable data sets for segment and product decisions
• Assess credit bureau coverage gaps affecting thin-file customer access
• Compare alternative data sources, predictive value, bias and consent requirements
• Test scorecard performance through approval rates, defaults and disparate outcomes
• Govern data quality using completeness, accuracy, timeliness and ownership controls
• Apply privacy-by-design principles to customer analytics and data sharing

Participants can structure partnerships that extend reach while preserving customer accountability.

• Assess partnerships with telecoms, cooperatives, employers, fintechs and government agencies
• Map partner roles for customer acquisition, servicing, data and risk ownership
• Conduct partner due diligence covering conduct, financial strength and operational capacity
• Structure referral, distribution and revenue-sharing agreements with clear accountabilities
• Set service-level measures for uptime, turnaround times and complaint resolution
• Prepare exit arrangements for customer data, continuity and outstanding obligations

Participants can prepare investment cases that link inclusion outcomes to sustainable economics.

• Calculate customer acquisition cost by segment, channel and campaign source
• Model contribution margin from balances, transactions, credit and insurance income
• Estimate cost-to-serve for branches, agents, call centres and digital channels
• Build break-even scenarios using adoption rates, activity levels and attrition
• Separate start-up investment, ongoing operating costs and partner payments
• Present sensitivity analysis for volume, pricing, defaults and channel productivity

Participants can translate an inclusion strategy into accountable implementation and governance arrangements.

• Sequence pilots, validation gates and rollout decisions using stage-gate governance
• Assign RACI responsibilities for product, risk, operations, technology and partners
• Build implementation plans with milestones, dependencies, budgets and decision rights
• Maintain risk registers covering conduct, credit, fraud, operational and reputational risks
• Establish steering committees with escalation thresholds and management information
• Plan frontline training, sales scripts and operational readiness checks

Participants can build performance measurement systems for access, usage, quality and customer outcomes.

• Define inclusion indicators for account ownership, activity, affordability and service quality
• Disaggregate performance data by gender, geography, income and customer segment
• Track active usage rather than opened accounts or registered wallets
• Measure customer outcomes through surveys, complaints, retention and financial resilience
• Design dashboards linking inclusion reach, economics, risk and conduct metrics
• Set review cycles for corrective action, learning and strategic recalibration

Participants can build, review and present a complete financial inclusion strategy for a defined underserved segment.

• Define the target segment, exclusion problem and strategic inclusion objective
• Present customer evidence, barrier diagnosis and prioritised service design requirements
• Specify product portfolio, channel model and partnership arrangements
• Defend unit economics, investment assumptions and scale-up decision criteria
• Demonstrate consumer protection, AML/CFT and data governance controls
• Submit implementation roadmap, risk register and inclusion performance scorecard