Learning &
Upskilling
Digital financial services can feel unfamiliar, risky, and hard to learn for last mile users. Is digital actually better than informal solutions they’re using today? Is the product worth the switching cost? Even if they’re convinced of the benefit, the learning curve can be steep. Good design embeds learning moments for users all along their digital financial journey.
When a last-mile user engages with a digital financial product for the first time, they’re thinking ...
...I don’t know where to click, how do I use this app?
...am I doing this right? What if I make a mistake?
...does this product take into account my literacy levels and language preferences?
...what are the terms of this product and how do I avoid a mistake?
...how do I make the right financial choice?
...how can I learn this app at my own pace?
Moments that matter
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Digital Fluency
Help users build comfort with digital interactions
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Financial Fluency
Build comfort with making financial interactions on a digital device
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Incentivize Action
Let users feel supported and rewarded for their progress
