Letting the Customer Take Center Stage in Product Development

Research-backed development of new products and services has a long history across the Community Development Financial Institution (CDFI) landscape, but Accion Opportunity Fund (AOF) seeks to evolve the research sources and methods we employ to more effectively meet our customers’ needs. Using a case study on AOF’s new digital learning platform, leaders will share examples of evolving customer research methods toward primary sources, letting the customer voice speak even louder than academic or industry research. The workshop will also explore innovative data collection approaches that integrate with customer engagement opportunities directly in lieu of standalone research efforts. Participants will leave with new frameworks for building client-focused products and services.