Client-centered Product Design Addresses the Need for Flexible and Accessible Products Diamond Bank Case Study 1

Use this slide to feature a chart, photo or video 2 Introduction to Women’s World Banking 35+ years focused on women’s access to finance 21 million active clients* 68% women* 38 institutions $8.5 billion in outstanding loan portfolio* $5.5 billion in deposits* MIDDLE EAST & NORTH AFRICA Countries: 5 Institutions: 5 SUB-SAHARAN AFRICA Countries: 9 Institutions: 10 ASIA Countries: 6 Institutions: 12 LATIN AMERICA AND THE CARRIBEAN Countries: 6 Institutions: 10 EUROPE Countries: 1 Institutions: 1 *Reflects our 29 network members

Use of Shapes  If filled in color, shapes must NOT: ▫Have an outline ▫Be embossed ▫Have a shadow  If the shape is bounding some text with a white background: use any weight, just make sure to change Shape Outline (by right clicking the Shape, click ‘Format Shape’ and go to Line Style) Cap type to Flat and the Join type to Miter Use of Smart Art  Many SmartArt options use rounded edges for their shapes. You can change this by right clicking on the shape and selecting “Change Shape”. Pick the next closest shape that has flat edges  Powerpoint does not allow you to change the bullet style of Use of Tables  Create a table as you normally would. Use only the Light table styles for any stylization. Use of Charts  Create a graph as you normally would. Make sure there is no shadowing or embossing on the chart (be it Pie, Line, Bar etc).  Also make sure to change the Line Style (by double clicking the line) Cap type to Flat and the Join type to Miter Introduction to Diamond Bank  Diamond Bank Plc was founded in 1991 in Nigeria  Diamond Bank Plc is a universal bank offering a full range of products & services in Retail, Commercial, Corporate and Investment banking  Diamond Bank is a publicly quoted company in Nigeria and the Professional Securities Market of the London Stock Exchange  The Retail division of the bank was formally created in Mission: “We will be the best retail bank in Nigeria by exceeding the needs of our customers.” # BRANCHES250+ (nation-wide) # RETAIL CLIENTS3.5 million TARGET RETAIL CLIENTS Underbanked, Mass market, MSME segment RETAIL PRODUCTS / SERVICES Savings & Current Accounts Debit & credit cards Consumer Loans MSME Banking Diamond Online & Mobile

Use of Shapes  If filled in color, shapes must NOT: ▫Have an outline ▫Be embossed ▫Have a shadow  If the shape is bounding some text with a white background: use any weight, just make sure to change Shape Outline (by right clicking the Shape, click ‘Format Shape’ and go to Line Style) Cap type to Flat and the Join type to Miter Use of Smart Art  Many SmartArt options use rounded edges for their shapes. You can change this by right clicking on the shape and selecting “Change Shape”. Pick the next closest shape that has flat edges  Powerpoint does not allow you to change the bullet style of Use of Tables  Create a table as you normally would. Use only the Light table styles for any stylization. Use of Charts  Create a graph as you normally would. Make sure there is no shadowing or embossing on the chart (be it Pie, Line, Bar etc).  Also make sure to change the Line Style (by double clicking the line) Cap type to Flat and the Join type to Miter The Challenge: Access for the Unbanked Diamond Bank saw their future growth market in the 54 million unbanked Nigerians - the men and women in open air markets like these across Nigeria. Although these market traders were living and working at the bank’s doorstep, Diamond Bank needed a way to reach them, and provide products and services to meet their needs. 4

Use of Shapes  If filled in color, shapes must NOT: ▫Have an outline ▫Be embossed ▫Have a shadow  If the shape is bounding some text with a white background: use any weight, just make sure to change Shape Outline (by right clicking the Shape, click ‘Format Shape’ and go to Line Style) Cap type to Flat and the Join type to Miter Use of Smart Art  Many SmartArt options use rounded edges for their shapes. You can change this by right clicking on the shape and selecting “Change Shape”. Pick the next closest shape that has flat edges  Powerpoint does not allow you to change the bullet style of Use of Tables  Create a table as you normally would. Use only the Light table styles for any stylization. Use of Charts  Create a graph as you normally would. Make sure there is no shadowing or embossing on the chart (be it Pie, Line, Bar etc).  Also make sure to change the Line Style (by double clicking the line) Cap type to Flat and the Join type to Miter The Solution: BETA 5 PRODUCT DESIGN  No forms, signature, ID or account references required  No minimum balance, no monthly fee  No deposit fee, no withdrawal fee at ATM/branch  Rewards scheme with weekly cash prizes KEY CONSUMER INSIGHTS  She is familiar with banks but does not think they are relevant to her  Even if she has a bank account, she prefers the agility of informal mechanisms  She is comfortable leaving her business for at most 15 minutes to transact MARKETING  Market storms and direct sales by BETA Friends.  Practical educational messages integrated in sales tool for BETA Friends, and in info guide in starter pack.

Use of Shapes  If filled in color, shapes must NOT: ▫Have an outline ▫Be embossed ▫Have a shadow  If the shape is bounding some text with a white background: use any weight, just make sure to change Shape Outline (by right clicking the Shape, click ‘Format Shape’ and go to Line Style) Cap type to Flat and the Join type to Miter Use of Smart Art  Many SmartArt options use rounded edges for their shapes. You can change this by right clicking on the shape and selecting “Change Shape”. Pick the next closest shape that has flat edges  Powerpoint does not allow you to change the bullet style of Use of Tables  Create a table as you normally would. Use only the Light table styles for any stylization. Use of Charts  Create a graph as you normally would. Make sure there is no shadowing or embossing on the chart (be it Pie, Line, Bar etc).  Also make sure to change the Line Style (by double clicking the line) Cap type to Flat and the Join type to Miter The Solution: BETA ATMBranch MULTI-CHANNEL ACCESS FAST ACCOUNT OPENING Account opened in five minutes, from anywhere. BETA Friend captures data and photo through mobile app. Customer receives account number and mobile PIN via SMS. Customer receives starter pack with debit card, PIN mailer and info guide. BETA Friend Market-based sales and service team. Promotes BETA & opens accounts. Collects deposits, handles withdrawals in the field.

Use of Shapes  If filled in color, shapes must NOT: ▫Have an outline ▫Be embossed ▫Have a shadow  If the shape is bounding some text with a white background: use any weight, just make sure to change Shape Outline (by right clicking the Shape, click ‘Format Shape’ and go to Line Style) Cap type to Flat and the Join type to Miter Use of Smart Art  Many SmartArt options use rounded edges for their shapes. You can change this by right clicking on the shape and selecting “Change Shape”. Pick the next closest shape that has flat edges  Powerpoint does not allow you to change the bullet style of Use of Tables  Create a table as you normally would. Use only the Light table styles for any stylization. Use of Charts  Create a graph as you normally would. Make sure there is no shadowing or embossing on the chart (be it Pie, Line, Bar etc).  Also make sure to change the Line Style (by double clicking the line) Cap type to Flat and the Join type to Miter The Results 7 Results as of March 2015:  100 branches  180,000 accounts  Over ₦ 2.1 billion in deposits (US$ 10.4 million)  Average account balance ₦ 11,900 (US$ 59)  567 BETA Friends  Women – 35% of account holders CUSTOMER FEEDBACK  “It’s nice, as they’re collecting every day. I love it. It’s not every time [that] we’ll have time to go to the bank.” (Focus Group, Woman, Market Trader)  “I have been wanting to have an account with Diamond for a long time, but people scared me that you [need] a lot of money. I didn’t even try to find out. But I still had that ambition.” (Focus Group, Man, Market Trader) DIAMOND BANK BENEFITS  Supports growth objectives – financial inclusion as market development  Savings as an entry product to gain footprint and get to know the segment  Offer convenience at reduced cost through alternative channels  Opportunity to increase participation of women in customer base  Expansion of proposition to cross sell other products including credit

Use of Shapes  If filled in color, shapes must NOT: ▫Have an outline ▫Be embossed ▫Have a shadow  If the shape is bounding some text with a white background: use any weight, just make sure to change Shape Outline (by right clicking the Shape, click ‘Format Shape’ and go to Line Style) Cap type to Flat and the Join type to Miter Use of Smart Art  Many SmartArt options use rounded edges for their shapes. You can change this by right clicking on the shape and selecting “Change Shape”. Pick the next closest shape that has flat edges  Powerpoint does not allow you to change the bullet style of Use of Tables  Create a table as you normally would. Use only the Light table styles for any stylization. Use of Charts  Create a graph as you normally would. Make sure there is no shadowing or embossing on the chart (be it Pie, Line, Bar etc).  Also make sure to change the Line Style (by double clicking the line) Cap type to Flat and the Join type to Miter BACK UP 8

Use of Shapes  If filled in color, shapes must NOT: ▫Have an outline ▫Be embossed ▫Have a shadow  If the shape is bounding some text with a white background: use any weight, just make sure to change Shape Outline (by right clicking the Shape, click ‘Format Shape’ and go to Line Style) Cap type to Flat and the Join type to Miter Use of Smart Art  Many SmartArt options use rounded edges for their shapes. You can change this by right clicking on the shape and selecting “Change Shape”. Pick the next closest shape that has flat edges  Powerpoint does not allow you to change the bullet style of Use of Tables  Create a table as you normally would. Use only the Light table styles for any stylization. Use of Charts  Create a graph as you normally would. Make sure there is no shadowing or embossing on the chart (be it Pie, Line, Bar etc).  Also make sure to change the Line Style (by double clicking the line) Cap type to Flat and the Join type to Miter Looking Forward 9 BETA TRANSACTIONAL ACCOUNT BETA COMMITMENT SAVINGS BETA EXPRESS LOANS Financial access -Customer acquisition -Building footprint -Additional features include mobile banking self-service, fund transfer, bill payment, air time top up Financial deepening -Meeting more needs -Maximizing value -Expected launch in Q2 2015

Use of Shapes  If filled in color, shapes must NOT: ▫Have an outline ▫Be embossed ▫Have a shadow  If the shape is bounding some text with a white background: use any weight, just make sure to change Shape Outline (by right clicking the Shape, click ‘Format Shape’ and go to Line Style) Cap type to Flat and the Join type to Miter Use of Smart Art  Many SmartArt options use rounded edges for their shapes. You can change this by right clicking on the shape and selecting “Change Shape”. Pick the next closest shape that has flat edges  Powerpoint does not allow you to change the bullet style of Use of Tables  Create a table as you normally would. Use only the Light table styles for any stylization. Use of Charts  Create a graph as you normally would. Make sure there is no shadowing or embossing on the chart (be it Pie, Line, Bar etc).  Also make sure to change the Line Style (by double clicking the line) Cap type to Flat and the Join type to Miter Lessons Learned 10 LESSONS FOR PRACTITIONERS  Use research to obtain insights into customers’ aspirations and concerns.  Use insights in product design and marketing, to meet needs, spark interest and motivate customers.  Understand the potential impact of the new product on the institution. CHALLENGES  Proving the business case  BETA offers little fee revenue – business case is based on margin earned on deposits  Developing new products to meet customer demands, as well as to increase balances and diversify revenues  “BETA 2.0” will offer credit, target savings and mobile value-added services  Reaching women  Women are strong and active customers once they are convinced  They are risk averse, ask more questions and need more information  Institutional commitment is key to reaching them  “Focus on Women” bonus boosted women to 50% of new clients – but challenge to sustain