This paper outlines the essential components of communication and outreach programs for both the supply and demand side. It quotes examples from PMKGY, the relief package launched by the Government of India amid the COVID-19 outbreak, to highlight the challenges around communication that recipients and frontline workers faced.

This blog looks at how financial institutions can build upon the survival strategies to recover and transform during the COVID-19 pandemic and afterward.

The COVID 19 global pandemic has affected the lives, health, and livelihoods of entrepreneurs, and they have been struggling to repay loans from financial institutions. This blog highlights recommendation from MSC for financial institutions to survive in the wake of COVID-19.

The report discusses what the LMI segments know, understand, and feel about the COVID-19 outbreak and examines its effect on them. The report also highlights actionable recommendations for policymakers to design suitable interventions that can help the LMI segment cope better in this difficult situation.

MSC’s comic booklets on COVID-19 are illustrated narratives that build awareness among CICO agents and their customers during the pandemic. These comics feature rich visual stories to generate awareness, influence precautionary behavior, and drive the safety of agents.

Alarmingly, most users who sign up for digital financial services do not actually end up using them, largely due to a lack of trust in agents. This holds true even in the case of relatively “advanced” geographies. “Trust busters” examines the evidence and lists out 12 reasons behind this worrying trend of interest in agency banking that fails to convert into regular usage.

Human-centered design often stumbles due to inadequate research. This note emphasizes the importance of research to gain rich customer-centric insights—the most important element of HCD.

This blog examines whether we will really realize the full potential of the digital revolution. It asks: Who will have access to technology? And what are the technological and psychological barriers inhibiting the uptake and use of “digital”?