Searching: Research & Analysis

Customer Empowerment through Gamification

Absa, a large retail bank in South Africa, introduced gamification as part of a broader strategy to increase customer understanding and awareness of digital products and channels on offer.

Designing Digital Financial Services for Smallholder Families

This publication synthesizes learnings from across Zimbabwe, Senegal, Rwanda, and Cambodia, with the aim of providing financial service providers, donors, and other stakeholders with actionable insights into the ingredients for building successful, smallholder-specific digital financial services.

Mystery Shopping for Financial Services

This Technical Guide is designed to enable policy makers with jurisdiction over market conduct issues, consumer protection organizations, and development agencies to conduct mystery shopping exercises.

Views on Customer Empowerment: Findings from Cote d’Ivoire

This study was conducted to identify and analyze the levels of empowerment among customers in Cote d'Ivoire of financial services and the obstacles to financial inclusion they may face.

Customer Views of Customer Empowerment Synthesis Report

This report provides a synthesis of learning from this research. Separate reports for each country provide more detailed description and analysis in India, Cote d’Ivoire, and the Philippines.

Early Insights from Financial Diaries of Smallholder Households

This Focus Note shares early insights from CGAP's ongoing Smallholder Diaries, providing a first look at the financial lives of smallholder households not only as agricultural producers, but also as consumers, laborers, and off-farm entrepreneurs.

How M-Shwari Works: The Story So Far

Offered as a collaboration between the Commercial Bank of Africa and mobile network operator Safaricom through its mobile money service M-PESA, M-Shwari has piqued the interest of mobile money watchers looking for the next innovation to drive financial inclusion globally.

Electronic G2P Payments: Evidence from Four Lower-Income Countries

This Focus Note presents the evidence gained from a comprehensive study of the experiences in developing and implementing e-payment schemes linked to financial inclusion in Haiti, Kenya, the Philippines, and Uganda.

Case Study: Shifting Food Assistance in Kenya to E-Payments

This case study discusses the program elements of the World Food Programme’s Cash for Assets pilot in Kenya, as well as the design and

Case Study: E-Payments in Uganda with Limited Infrastructure

This case study tracks the design and implementation of the SAGE social transfer program in Uganda, highlights the experiences of various stakeholders and explains lessons learned.