User Journeys of Cash + Savings Group Participants. A journey mapping case study from Colombia

The VenEsperanza Consortium’s latest report showcases the real experiences of participants who received cash assistance and complementary savings group programming through journey mapping. Inspired by human-centered design, journey mapping aims to understand diverse users’ needs, behaviors, and experiences and to document their stories as they progress through the program — from first learning about their eligibility, through various program milestones, to several months post-graduation.

This research aims to provide a deeper understanding of participants’ thoughts, hopes, and concerns and explores how differences in demographic characteristics, household composition, and contextual factors may affect their journeys. Such learnings support iterative adaptation of program implementation and inform the development of effective solutions to best respond to users’ unique needs, expectations, challenges, and desires. This report provides evidence-based recommendations and insights to enhance participant experiences and amplify positive outcomes in humanitarian cash + savings groups programming.

The VenEsperanza food security and humanitarian assistance program is operated by a consortium led by Mercy Corps with Save the Children, World Vision, the International Rescue Committee, and national NGO partner Fundación Halü. With operations beginning in 2019, the consortium has provided over 500,000 people with food assistance through multipurpose cash transfers¹. Over 11,000 of these individuals have also received livelihoods support through three distinct but complementary livelihoods “pathways”: savings groups, employability, and entrepreneurship formation.