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RFQ: Behavioral Customer Research and Design Consultant
ISSUE DATE: May 4, 2018
SUBMISSION DATE: May 18, 2018
Women’s World Banking is seeking a behavioral design consultant with experience in applying behavioral science principles to qualitative customer research, as well as ideation, prototyping and user testing techniques, in order to design effective solutions to drive financial inclusion. The selected consultant will be awarded an on-call retainer contract. The first assignment will be a three to six-month behavioral design engagement in Mexico to develop a financial inclusion solution for mobilizing savings.
About Women’s World Banking
Women’s World Banking is the global leader in women’s financial inclusion. Rooted in our deep understanding of the women’s market, we tackle financial inclusion in three interconnected ways: first, by partnering with financial services providers to develop scalable market-driven solutions; second, through our gender-lens private equity fund; and, finally, because diverse institutions are proven to be stronger, we build institutional capacity through leadership and diversity programs. Through this holistic approach and our global reach of 49 institutions in 32 countries, we develop financial solutions that help accelerate economic opportunity for low-income women and growth for financial service providers in the emerging markets.
About the Project
Women’s World Banking is working with a financial service provider in Mexico to develop a solution that deepens the financial inclusion of low-income customers, particularly women. As part of the project, the selected consultant will work with a multi-disciplinary team from Women’s World Banking to execute the behavioral design aspects of the project. Women’s World Banking team will be responsible for driving the quantitative research, operational assessment, partner relationship management and solution implementation aspects of the project. The selected consultant will incorporate findings from the quantitative customer transaction analysis to develop behavioral hypotheses and conduct qualitative customer research to identify the key behavioral barriers and triggers for customers’ financial decisions and actions. Based on these findings, the consultant, in partnership with the broader project team, will conduct ideation and prototyping exercises, and lead user testing of the proposed solution with target customers in Mexico.
Objectives & Responsibilities
The objective of the engagement is to drive the behavioral design components of the overall project during the behavioral customer research and design phases of the project.
The responsibilities of the consultant will include, with guidance and input from Women’s World Banking:
- Customer behavioral research:
- Behavioral mapping to identify the behavioral barriers around the target behavior, supported by a summary of relevant academic studies and findings from the customer quantitative data analysis;
- Qualitative interview guide design to guide the in-field one-on-one interviews and customer observations;
- Conducting 25-30 customer interviews and up to 20 observations in Mexico, along with 1-2 other team members from the broader team;
- Capturing the information from the interviews in a written format;
- Synthesizing the findings from the interviews; and
- Developing a powerpoint deck with key findings and implications.
- Developing the design specifications and prompts for the ideation sessions;
- Participating in the ideation sessions;
- Prototyping several versions of the components of the proposed solutions;
- User testing the prototypes with 20-25 target customers in Mexico, along with 1-2 other team members from the broader team; and
- Synthesizing the refined design recommendations and prototypes in a final powerpoint deliverable.
- Expertise in behavioral design, including both behavioral customer research to identify behavioral barriers and triggers, and ideation, prototyping and iterative user testing;
- Experience incorporating quantitative data analysis findings in deriving implications for behavioral research, mapping and design;
- Demonstrated experience conducting individual-level qualitative behavioral interviews;
- Experience designing and/or conducting qualitative research among low-income segments, especially women;
- Outstanding communication skills, including ability to effectively work both remotely, across time zones and team locations, as well in person with a small team of stakeholders;
- Ability to work in ambiguous environments, with minimal structure;
- Fluency in English required and Spanish strongly preferred;
- Experience working in emerging markets strongly preferred; and
- Familiarity and experience with microfinance and financial inclusion.
The consultant will be procured under an on-call retainer contract for the period of one year. Women’s World Banking may extend the contract at the organization’s discretion.
The duration of the first engagement will be three to six months, starting in early June 2018. Fieldwork will include two to three visits to the financial service provider partner site(s) in Mexico, of 1-2 weeks each.
Please submit your application by May 18, 2018 at 11:59 PM EST.
Applications must include the following documents:
- Proposal, including but not limited to the below elements:
- Summary of capacity and experience, along with examples of relevant prior work
- Summary of proposed behavioral design approach, including methods, processes and tools
- Proposed budget, along with a budget narrative
- Summary of availability, along with any times when availability is limited
- Two references
This RFQ does not guarantee or commit Women’s World Banking to proceeding with the above described work. Due to the overwhelming responses not all candidates will be contacted.
Women’s World Banking is an equal opportunity employer for all regardless of race, color, citizenship, religion, sex, sexual orientation, gender identity or expression, age, disability, veteran or reservist status or any other category protected by federal, state or local law.
Women’s World Banking will be unable to contract with any individual who is US citizen or resident without an LLC or LP or similar structure.