Prototyping the future of financial inclusion in Indonesia.
Over 66% of Indonesia’s 270 million population are unbanked. Financial-service providers and fintechs offer an increasing range of services, including digital financial services. But access points like agent networks are limited and are costly to operate at scale. For many low-income Indonesians, financial services are inaccessible and the benefits of the digital economy remain out of reach.
The team designed a Flex Agent model that delivers banking services through FinTech agents, resulting in a 6X reduction in cost to serve.
Through this model, micro retailers—who hold trusted relationships with customers—can deliver digital financial services.
We developed the experience for this new model including new service touchpoints, digital interactions, recommendations for optimization, and user insights which inform key changes. In addition, we created a business model to validate aspects of how a Flex Agent can viably operate for our partners.
IDEO Co Lab | Bill and Melinda Gates Foundation | Grab | BNI Bank
- Project Roles
- Art Director, Designer, Strategist
- Bill & Melinda Gates Foundation
- Ethnographic Research
- Presentations, Products - Digital, Prototypes
- Project Industries
- B2B, Finance, Startups, Technology