The Future of Finance Initiative seeks to identify and address new challenges for policy and regulation in India given the waves of digital innovation currently sweeping financial services. Our work in this initiative studies the impacts of digitisation and technological innovation in Indian finance, leading from the consumer perspective on these issues.
In the first blog in our trust series, we laid down the contours of trust. In this blog, we attempt to unpack what the proximate grounds for trusting Digital Financial Services or DFS may be. Trust is the most cited motivator for the adoption of digital financial services or DFS (Kajol et al., 2022). Lack […]
This blog is the first in our trust series where we study trust in digital financial services. This blog attempts to lay down the conceptual contours of trust.
Dvara Research, with the Data Security Council of India (DSCI), co-developed two privacy handbooks directed at FSPs in the insurance and banking sector. The handbooks help FSPs implement data protection in a customer-centric manner throughout the data lifecycle, including in legacy systems.
This blog is about a behavioural study conducted jointly by Dvara Research and Final Mile to uncover mental models that may nudge customers to disengage with consent screens.
Proposal for an outcome-based survey to test the effectiveness of UPI-fraudawareness campaign.
This study presents the design of an Outcome Based Survey crafted to evaluate the effect that UPI-fraud-awareness campaigns have in reducing individuals’ propensity to engage with fraudulent communication.
MFIN India and Dvara Research partner to gather insights on users’ experience of navigating the MFIN-Customer Grievance Redress Mechanism (MFIN-CGRM). The study deploys mixed methods — a primary survey of over 300 users, stakeholder interviews and desk research to understand the user-centricity of the MFIN-CGRM.
This post presents design elements that providers can use to make the consent artefacts more effective for constrained users. These design recommendations emerge from the insights from an immersive behavioural field study we conducted with 60 constrained customers through a gamified simulation of an AA transaction.
Unlike terms & condition document, key facts statement is a simple, page-long snapshot of key information about a loan. However, depth of information it offers can be shallow.
In this post, we present our findings from our literature review based on which we conducted the behavioural study.
In all our research efforts, we strive to maintain an independent voice that speaks for the low-income household and household enterprises. Our ability to perform this function is significantly enhanced by our commitment to disseminate as a pure public good, all the intellectual capital that we create.
