Unpacking Customers’ Trust: How do Customers come to Trust Digital Lenders?
By studying people’s instinctive, unguided ‘trust-decisions’, we hope to uncover their mental models of trust. More specifically, we aim to (i) articulate the expectations that customers have of trustworthy lenders, (ii) help lenders design their products in a manner consistent with the customer’s expectations, and (iii) translate these principle-level expectations into processes that lenders may adopt in their customer service to become trustworthy.
Reflections on the Theory of Impact for Mobile Instant Credit
Mobile Instant Credit (MIC) is rapidly growing as a financial inclusion tool, attracting policy and research interest. However, its impact remains understudied, with a weak Theory of Change. The blog highlights three overlooked impact areas and calls for insights from microfinance research.
Innovations in Micro Finance: Field notes from Eastern Uttar Pradesh
A few colleagues and I recently travelled through Varanasi and Mirzapur in Eastern Uttar Pradesh visiting Micro Finance Institutions (MFI) in that region and their clients. I am delighted to report that this region, one of the poorest in India, is a hotbed of innovations.
