Design financial products and services that create trust with low-income customers

Building Trust with Customers

Expertise Area

Business Insights, Customer Insights

Client Name

The Bill & Melinda Gates Foundation and JPMC



In providing digital financial services, it is often difficult to build trust with customers because of a lack of in-person interactions. However, intentional use and demonstration of principles like competency, appearance, control, transparency, & commitment along the customer’s journey can be great drivers for building trust. Learn more about ‘Designing for Trust’ by visiting the Catalyst Fund Toolkits.

Other Projects

Digital Savings Groups
Gender Disaggregated Data and Women’s Financial Inclusion Study
Financial Inclusion
Development of Digital Financial Services Policy in Ghana
Digital Financial Services
Know Your Customer Requirements for Digital Financial Services
Better Than Cash Alliance (BTCA) Payments Diagnostics
Digital Payments
Payments and Transactions "Data Stack" in Nigeria
Updated January 2019