Lessons About Product Design
1. Client Centered Approach: The poor are NOT a homogeneous group, so we need new products based on a market segmentation approach.
2. Provider and client interests may not always align: We, therefore, need to develop and apply codes of conduct and redefine sustainability.
Lessons About Project Implementation
1. Output vs. Outcomes: We cannot assume people are benefitting from our services simply because they are using them. We need to measure benefits to clients. People or entities that have a vested interest need to be engaged in active dialogue.
2. Small day-to-day issues require just as much attention as overall strategic issues: For example, we simplified the process of tracking forms, which was very complicated and caused delays, by using software that tracked the status. This helped reduce the time spent entering client information and increased accountability, and ultimately improved the overall success of the project. This was particularly important as a client’s first experience is critical in establishing their long term association with the project.
3. Implementation is as much about change management as it is about rolling out new processes: Many of the stakeholders need to be brought on board to support the project and it is very important to engage them and train them for the roles they will be paying in the roll out and implementation stages.