A financial sector that works for consumers has a suite of products and features that are suitable to consumers’ needs, are safe from cybercrime and that protect consumers’ privacy. Ideally, empowered consumers exercise an informed choice, understand the information disclosed to them, and have their voice heard in their interaction with financial services providers and agents.
The reality is often different. Cenfri’s consumer outcomes work aims to bridge the gap. We have worked with Consumers International, CGAP, GIZ, FSD Kenya, FSCA South Africa and the SADC Secretariat. Our track record includes policy briefs, regional consumer protection guidelines, financial inclusion measurement, measurement of consumer outcomes, and country-level consumer protection technical assistance.
We also have a significant body of work on behavioural science and its application in the financial sector.
Consumer outcomes: the holy grail. If you think about it, consumer protection is the ultimate raison d’être of all financial sector regulation. But what is “success” in consumer protection? The approach to financial consumer protection regulation has evolved over time. In recent years, more regulators have started to shift from a
Consumers face several frustrations with the potential to affect their experience of digital financial services. These include system glitches, inappropriate design, fraud, cybercrime, data breaches, opaque pricing, and more. The Digital finance: The consumer experience, 2023 report, which Cenfri developed for Consumers International, provides an assessment of the scale of
New and proposed financial regulations, such as South Africa’s Pension Funds Amendment Bill, often make headline news because of their wide-reaching and often controversial impact. Financial regulations such as these underpin the financial system and have direct implications for consumers and how they engage with financial services. Whether the focus
The Mastercard Foundation has set an objective to enable 30 million young Africans, especially women, to secure employment that they see as dignified and fulfilling by 2030. In Senegal, MCF aims to create dignified and fulfilling work for 3 million young people over the coming decade. This study aimed to understand the
Digital identity is increasingly becoming the key enabler of digital inclusion across the globe. We conducted three country diagnostic studies to understand and assess the use cases and ecosystem requirements for a digital identity (ID) platform in the Pacific Island countries of Fiji, the Solomon Islands and Vanuatu. This research
After conducting a systematic review of how behavioural science can be used to drive financial inclusion, our team was inspired to continue our efforts in the field. We provided training on the behavioural design process, assisted companies with consumer research and user experience design and conducted an end-to-end behavioural design
Behavioural science studies how people behave and tries to answer why they behave in the way they do. This is done by looking at how people process information and how context affects our decisions. Being aware of their customers’ decision-making processes can help financial services providers develop products that really
How can we strengthen female resilience in a COVID-19 context? The COVID-19 pandemic and related measures are affecting women’s lives disproportionately and differently to those of men. This is due to several reasons; generally, women earn less, hold less secure jobs, and are more likely to be employed in the
Expanded smartphone access in Africa underpins evolving consumer behaviour. Smartphone uptake in Africa is growing rapidly. GSMA reported that smartphone adoption in sub-Saharan Africa reached 45% in 2018 – nearly half a billion people – and is projected to reach 66% by 2025. To put that further into perspective, 623
Central banks across the developed and developing world have begun considering the possibility of implementing a Central Bank Digital Currency (CBDC) to enhance drivers for economic growth and financial sector development such as financial inclusion, digital financial services and national payment system (NPS) efficiency. CBDC is a digital representation of
On 1 May 2020, South Africa lowered its lockdown restrictions to Level 4 – a level at which the economy began reopening and several significant restrictions for South African citizens were eased. With some businesses reopening and reduced restrictions on movement, the difficult trade-offs between public health and economic recovery
