All Publications
Measuring Fees and Transparency in Nigeria’s Digital Financial Services
This study investigates three key barriers preventing many potential customers from joining the formal financial system: the reliability of financial services, the cost of using these services, and the limited transparency of cost information.
Mobile Money and Consumer Financial Health
This paper explores key risks to consumer financial health relating particularly to low-to-middle-income countries where mobile money is most prevalent, and how the industry stakeholders are addressing these through best practice examples.
TymeBank Case Study: The Customer Impact of Inclusive Digital Banking
The aim of this research is to shed light on the potential of digital banks to deepen financial inclusion in a way that improves the lives of low-income customers.
Financial Consumer Protection During a Crisis
This Guideline Note provides policymakers and regulators with a helpful framework to develop effective consumer protection regulations, inclusive consumer awareness and financial education initiatives to plan for future crises.
How Providers Can Build Products That Improve Financial Health: Examples From Mexico and Chile
This paper shares the key challenges, learnings, and overall results from five case studies in Chile and Mexico, uncovering best practices on how to design for and influence financial health.
A Framework to Design User Centric Social Protection Programs
This framework can be used by stakeholders to design and evaluate social protection programs through a user-centric lens.
Determinants of Financial Well-Being: Evidence from Latin America
This paper provides a baseline measurement of financial well-being in Latin America and studies the factors associated with it.
Leveraging Customer Complaints Data to Monitor Consumer Protection in Mobile Services in Uganda
This report summarizes the key findings and recommendations from IPA's work with the Uganda Communications Commission analyzing complaint records of mobile financial services users.
Using NLP on Social Media to Assess Consumer Risks With Digital Lending Apps in India
This research presents insights on emerging customer risks from digital consumer loans in India, analyzing customer complaints and feedback on Twitter and reviews of digital lending apps on Google Play,
Consumer Risks in Fintech
This paper identifies a range of consumer risks posed by fintech and discusses consumer protection regulatory approaches for policy makers to consider when developing regulatory policy to target such risks.