The US banking industry has a long history of excluding, exploiting, or simply ignoring low-income communities, recent immigrants, and racial minorities. In this paper, I share my experiences creating a community of practice where employees of a rapidly-growing banking startup can identify and...
This case examines an effort by San Francisco-based Square to gain a better understanding of its customers who reside outside of major metropolitan areas. The first part of the case provides detail on research: a mobile ethnography study of small business owners conducted over a two-week period at...
Consumer finance markets are being transformed by the increasing mobility of people, products, technology, and information. This presents challenges for understanding changing consumer behaviour and building adaptable business models. Researchers are rising to meet these challenges by adapting...