A study conducted by Mastercard and RCBC reveals that access to payment-enabled devices does not automatically translate into active financial participation. What practical tech aspects do drive financial inclusion then?
A new Mastercard study, produced in partnership with RCBC and focused on the Philippines’ DiskarTech users, shows that technology alone isn’t enough to deliver financial inclusion. Simple design, local language, as well as embedded trust and security features must be built into digital experiences to move people from having accounts to using them regularly.
Mastercard and RCBC used DiskarTech, RCBC’s app that offers full interfaces in Taglish and Cebuano, some of the most common language variations of the Philippines, as a real-world testbed. The companies analyzed pseudonymized transactional data from more than 25,000 DiskarTech users and 6,000 mPOS terminals, as well as qualitative information from relevant focus groups.
The research highlighted a striking gap: while about 78% of Filipino adults own mobile phones, only about half of them have financial accounts. To understand what tech aspects push cellphone users from theoretical access to practical use, researchers mapped how small UX, language, and process changes translate into measurable increases in transactions and retention.
The study discovered that seamless onboarding, local language UX, and clear security cues are critical to turn first-time users into repeat users. To be more precise, the customer experience received during the user’s first 30 days upon onboarding is essential to establish routine usage habits.
If payment software providers supplement core functions with culturally relevant interfaces, simple onboarding in local languages, and familiar communication channels (including in-person support where needed), they can significantly improve early engagement and long-term use through tailored, easy-to-follow flows.
Security and trust emerged as another central theme in habitual service use. The research argues that educating users about security features (presented in plain language) and providing reliable, easy cash-out options is no less important than strong back-end cybersecurity controls.
Awareness of available protections reduces fear of fraud and builds the confidence needed for regular digital use. The study therefore recommends “security-led engagement,” meaning user-facing explanations of basic security mechanisms that make people comfortable with digital money.
The implications of this study are practical. Banks, fintechs, and policymakers that want to convert account holders into financially resilient participants should more often prioritize smaller customization changes that are often lower-cost than expanding physical infrastructure, but not less powerful in driving usage. Simply speaking, every payment and banking tech is more useful when tuned to local realities.
