The strategy for onboarding illiterate banking customers revolves around three key approaches. The first strategy focuses on using visual aids and audio support to make banking processes more accessible. For example, creating informative videos with clear visuals or developing audio guides in multiple languages can cater to a diverse audience. Interactive kiosks in branches and mobile apps with voice assistance also support this strategy effectively.
The second strategy involves providing personalized in-person guidance. Training staff to use non-verbal communication helps convey information more clearly, while dedicated representatives for one-on-one onboarding can personalize the experience. Outreach programs in local communities enhance trust and connections, supplementing efforts with feedback from customers to improve services.
Finally, leveraging partnerships with community-based organizations broadens the reach and integration of illiterate customers. Collaborations with educational institutions for financial literacy workshops or engaging local leaders can elevate trust and understanding. Community events and joint-branded campaigns help build credibility while offering micro-finance groups and mobile banking units extend support to underserved areas.
The strategies
⛳️ Strategy 1: Utilise visual aids and audio support
- Create informative videos using clear visuals to explain banking processes
- Develop audio guides in multiple languages to cater to a diverse customer base
- Utilise simple pictograms in brochures and signage for easier understanding
- Set up interactive kiosks with touch-screen assistance in branches
- Include QR codes on materials that link to audio-visual resources
- Conduct workshops using visual presentations to explain product features
- Offer personalised video call support to guide through onboarding
- Provide mobile app with voice assistance features
- Collaborate with graphic designers to simplify complex information into infographics
- Utilise storytelling through videos to explain benefits and services
⛳️ Strategy 2: Implement personalised in-person guidance
- Train staff to communicate effectively using non-verbal cues
- Assign dedicated representatives for one-on-one onboarding sessions
- Conduct outreach programmes in local communities to build trust
- Use role-play exercises in training so staff can practise interacting with non-literate individuals
- Encourage feedback from customers to improve personal touch services
- Partner with local NGOs to assist in customer education
- Set up walk-in clinics at branches for personalised help without appointments
- Offer complimentary transportation for first-time visitors to the bank
- Develop a peer mentoring scheme pairing new customers with more experienced ones
- Hold monthly open house events to attract and inform potential customers
⛳️ Strategy 3: Leverage partnerships with community-based organisations
- Collaborate with educational institutions to provide financial literacy workshops
- Engage with local leaders to endorse banking benefits
- Work with community centres to host regular information sessions
- Distribute banking starter kits at local events and fairs
- Sponsor community activities that can function as informal networking opportunities
- Incorporate feedback from community liaisons into product offerings
- Develop micro-finance groups with community leaders to extend support
- Utilise mobile banking units to reach underserved areas
- Employ local ambassadors to raise awareness about banking services
- Create joint-branded campaigns with community groups to build credibility
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
