Appropriate Product Design and Delivery at Musoni

This paper presents a discussion between staff members of Musoni, an MFI that uses mobile technology to deliver convenient, flexible, and reliable loans to low-income people in Kenya, and the Smart Campaign. The discussion covers Musoni's product design and delivery. It reveals five primary lessons from the field. The Smart Campaign's Client Protection Principle known as Appropriate Product Design and Delivery states that institutions should design products and delivery channels in such a way that they do not cause clients harm and take client characteristics into account. The paper states that Musonis products are designed based on the needs and preferences of its clients and that Musonis approach to product design can serve as a best practice example to other institutions. Lessons from Musoni's experience highlight the importance of:

• Listening to clients in the beginning of the product design process;
• Offering convenience and reliability;
• Offering flexibility and transparency;
• Training clients;
• Keeping financial performance in mind while designing appropriate products and delivery channels.