Gender-Smart Product Design for Microfinance in Myanmar

Despite an overall improvement in access to financial services in Myanmar over the last 5-7 years, almost 54% of adult women remain excluded from the formal financial sector and still face gender-specific challenges and barriers in accessing, using, and having control over financial tools. On behalf of the United Nations Capital Development Fund (UNCDF), the team analyzed the experiences of female microfinance loan customers in order to identify shortcomings of existing product offerings of the microfinance institution BRAC. Using Customer Journey Mapping methodology, the team sought to better understand customer experiences and translate this into tangible recommendations for improved product design and service delivery. Through desk research and qualitative analysis from in-the-field and remote interviews, reinforced with quantitative analysis of survey data, the study illustrates customer journey maps for group and individual loans.