Insights
Perspectives on the future of
financial inclusion.
Research, field notes and argument on why digital accounts go dormant — and what it takes to move people from registered to financially active.
Trust & BehaviourWhy digital account opening doesn't guarantee financial inclusionRegistration without sustained usage can hide a deeper problem. Explore the relationship between trust, friction, behavior and account dormancy.
- Institutional TrustThe Trust Gap in Digital FinanceTransparency, redress and predictability do more for adoption than any incentive campaign. What institutional trust looks like when it is designed rather than assumed.
- Digital ChannelsDesigning USSD for Low-Literacy UsersUSSD is still the widest reaching financial channel on the continent. Most menus are written for the people who built them.
- Agent NetworksBuilding Better Agent Banking NetworksAgent liquidity is the quiet constraint on rural digital finance. An agent who cannot pay out teaches the customer that the channel is unreliable.