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How can advances in user experience help meet user needs and enhance user engagement?

To attract and maintain new users, digital finance providers have strived to lower the barrier to entry at every point of interaction. Providers largely believe that easy to use applications can persuade customers to transact more frequently, build trust through transparency, and drive the customer to engage in positive financial habits, such as saving.

This snapshot discusses several themes which illustrate how advances in user experience are helping to meet financial needs, improve customer experience, and drive uptake and usage of digital financial services. While much of this innovation is taking place across advanced technology channels (such as smartphone apps and web-based services), in many markets USSD remains a popular channel of engagement and improvements are also occurring there.


FiDA Partnership
The Mastercard Foundation Partnership for Finance in a Digital Africa (the “Partnership”) is an initiative of the Foundation’s Financial Inclusion Program. The Partnership catalyzes knowledge and insights to promote meaningful financial inclusion in an increasingly digital world. Led and hosted by Caribou Digital, the Partnership works closely with leading organizations and companies across the digital finance space. By aggregating and synthesizing knowledge, conducting research to address key gaps, and identifying implications for the diverse actors working in the space, the Partnership strives to inform decisions with facts, and to accelerate meaningful financial inclusion for people across sub-Saharan Africa.

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