In our March 2014 publication, “Making the most out of your data in M4D” we found that organisations offering mobile products and services that target underserved populations desire to better use the data they already have to ensure sustainability, social impact and scale; and nearly 56% of respondents in our survey cite the need for tools and frameworks as a primary barrier to using their existing data.
In response to this need, the M4D Impact team began work on recyclable tools and frameworks that could be used across organisations working in M4D to make use of their existing data. In order to do this, the M4D Impact team undertook an 8-month long engagement with three M4D organisations that resulted in the following case studies: Human Network International (HNI), ACRE Africa, and NextDrop.
The end result of the series is this publication of a step by step industry tool, The Customer Journey Framework, that clearly outlines how other M4D service providers can replicate the style of analysis and critical examination that was conducted in these engagements. It is our aim that the Customer Journey Framework will be one of the answers for M4D organisations’ need for tools in utilising their exiting data.
This document was originally produced as part of the former Mobile for Development Impact programme.