How to Implement
Guidance
Create pathways for end-user feedback.
To ensure that Inclusive IPS design and governance are truly inclusive, it is essential to establish intentional, accessible pathways for these organizations to provide regular feedback.
Establish a Consumer Forum.
A recommended mechanism for the Scheme to implement is the Consumer Forum. A Consumer Forum is a group, established and convened by Scheme rules, which offers a formal mechanism for non-participants to inform Scheme rules, on behalf of end users.
Seek broad end-user representation.
Scheme feedback forums should be formalized and include a wide variety of stakeholders, such as Inclusive IPS participants, technical providers, consumer rights associations and civil society. This is because the feedback and dialogue are not only important to inform the Scheme rules and usefulness of the Inclusive IPS but can also be directly received by DFSPs and the IPS.
Why It Matters
A genuine role for consumer groups can drive adoption. When institutions who represent end-users play a role, co-owning system design, they are more likely to champion the platform, encourage and support onboarding of end users, and facilitate adoption—driving deeper system growth and sustainability.
Seeing More Clearly
Select a lens to learn the “why” this practice.
Women’s Inclusion
Women, especially those in rural and low-income groups, face multiple barriers that may prevent them from interacting with the digital payments ecosystem, and from having their voices heard. This makes it particularly important that their voices (needs, preferences, experiences) are amplified in Scheme-level Forums intended to inform Scheme design and DFSP offerings.
Tools
Design Guides
Dig into how to implement each of the practices.
Alternative Opportunities for Schemes to Solicit Feedback
Description of less formal alternatives to consumer forums that Inclusive IPSs can use to solicit feedback from women end-users.
Review Alternative Opportunities for Schemes to Solicit FeedbackCriteria for Selecting Women-Centered Consumer Groups to Inform Inclusive IPS Design and Feedback
Description of mechanisms for ensuring that consumer group engagement in the Inclusive IPS design process is representative of the diversity of women end users.
Review Criteria for Selecting Women-Centered Consumer Groups to Inform Inclusive IPS Design and FeedbackWho to Invite to a Consumer Forum
List of potential participants in an Inclusive IPS consumer forum.
Review Who to Invite to a Consumer ForumGovernance Structure for Inclusive IPS Consumer Forum
Overview of a potential governance structure for an Inclusive IPS consumer forum.
Review Governance Structure for Inclusive IPS Consumer ForumConsumer Forums Provide a Formal Mechanism to Embed Voices of End-Users
Description of benefits of consumer forums in ensuring that women’s voices are included in ongoing design feedback, alongside examples of such forums in the market.
Review Consumer Forums Provide a Formal Mechanism to Embed Voices of End-UsersPIX Minimum Requirements for User Experience, Version 7.0
These are the user experience rules for financial institutions participating in Pix
Review PIX Minimum Requirements for User Experience, Version 7.0Related Resources
From the Community
Helpful resources from other organizations on implementing this practice.
Explore more practices
Review other L1P practices and learn more about how to apply them to your IPS.
