Problem:‍

The bank sought to expand digital financial inclusion among youth and entrepreneurs, but faced challenges in designing products aligned to user behaviour, managing adoption risks, and ensuring effective uptake of new digital savings solutions.
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What is Human Centered Design? 
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Human-Centered Design (HCD) is an iterative, continuous approach to solving problems by grounding solutions in real user needs, behaviours, and contexts. It is increasingly shaped by digital ecosystems, AI, and the growing importance of trust in digital finance and platform-based services. In practise however the six stages of the HCD process remain as follows:

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Solution/Outcome:‍

Applying this HCD iterative process, our teams led the design of a first-of-its-kind mobile savings product and financial literacy chatbot using a human-centred design approach. This included immersive user research to understand needs, preferences, behavioural biases, and risks, alongside iterative prototyping and testing to refine product features and mitigate adoption and usability risks. Delivered a validated product design and supported pilot readiness through a co-created monitoring framework with KPIs .