tag:blogger.com,1999:blog-2057985352570664629.post6858414819721203538..comments2024-03-28T11:25:58.160-07:00Comments on IMTFI Blog: Barriers to mobile money adoption among rickshaw pullers in Delhi: The first of two personal storiesIMTFIhttp://www.blogger.com/profile/06012960189034696186noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-2057985352570664629.post-73061668258168340582013-06-12T12:45:51.387-07:002013-06-12T12:45:51.387-07:00Great insight into the end users shoes, understand...Great insight into the end users shoes, understanding customer behavior is priority one in this day and age. I as well hope things improve for Tulsi. Anonymoushttps://www.blogger.com/profile/17957539929167344455noreply@blogger.comtag:blogger.com,1999:blog-2057985352570664629.post-78853712735288679562013-06-10T03:13:44.158-07:002013-06-10T03:13:44.158-07:00Great blog post. While this story is sad and frus...Great blog post. While this story is sad and frustrating, it is also very illustrative. Service providers, whether they are banks, MNOs, Business Correspondents or any other name, need to really take the time to live in the shoes of their customers and understand their frustrations. It is a shame that a service directly linked to a phone number doesn't take account of the transient nature of these phone numbers for many people, and the difficulty it takes to get them blocked or renewed. There is a world of difference between the on-paper process from a telco saying, "Get a police report about your lost mobile phone in order to go to the telco and get a new SIM card." and the reality of a rickshaw driver dealing with the police. Good process design and risk management can overcome these hurdles, but only with creativity and empathy.Michael Joycehttps://www.blogger.com/profile/07772886373957748363noreply@blogger.com