Human-Centered Design in Practice

This HCD toolkit is informed by behavioural research conducted in four markets: Singapore (Lucy), Senegal (Wizall), United Arab Emirates (RAKBank & Edenred) and Bangladesh (BRAC Bank) to shed light on the demand-side aspects of the remittances value chain, relating to how remittance customers:

– access,

– use remittance services and,

– build financial resilience from using remittance-linked financial services.

Key to the research initiative is an explicit and systematic focus on customer empowerment and gender by applying the Empowered Customer Framework.

Inspirations in the HCD toolkit are extrapolated from learnings with the RSPs as they applied the tools. You will find snippets of these learnings throughout this toolkit, which will guide you on the do’s and don’ts as you apply HCD.

Navigate through the tool to see how the HCD process can help you create remittance and financial services that are always human-centred.

Find out more about the research conducted in Bangladesh, Senegal, Singapore and the UAE by reading the reports here! You will find insights into the needs and challenges of migrants using remittance services.