This blog is the first in our trust series where we study trust in digital financial services. This blog attempts to lay down the conceptual contours of trust.
This research presents a framework comprising nine principles, which we believe are pre-requisites for creating user-centric GRMs.
. In this paper, we use an unanticipated announcement of lockdown to curb the spread of Covid-19 in India on March 25th 2020 to estimate the impact of moratorium…
The study explores the financial lives of platform workers and finding answers to the following questions: do platform workers face volatility in their income and expenses, and how much…
Dvara Research, with the Data Security Council of India (DSCI), co-developed two privacy handbooks directed at FSPs in the insurance and banking sector. The handbooks help FSPs implement data…
This blog is about a behavioural study conducted jointly by Dvara Research and Final Mile to uncover mental models that may nudge customers to disengage with consent screens.
This study presents the design of an Outcome Based Survey crafted to evaluate the effect that UPI-fraud-awareness campaigns have in reducing individuals’ propensity to engage with fraudulent communication.
MFIN India and Dvara Research partner to gather insights on users’ experience of navigating the MFIN-Customer Grievance Redress Mechanism (MFIN-CGRM). The study deploys mixed methods — a primary survey…
These recommendations were submitted to the Independent Expert Group for Strengthening the Multilateral Development Banks, under the G20
In this paper, we draw lessons from the Netherlands, Israel, Germany, and Colombia that can inform policymakers considering health system reform for universal health coverage. Country experiences with managed…
This research brief aims to synthesize existing evidence on the performance of PMJJBY and PMSBY since their inception, the reasons for low participation in these schemes, and the barriers…
When viewed from a consumer’s perspective, these challenges manifest at different stages of their journey with a health insurance program, beginning from the decision to enrol in a program…
This post presents design elements that providers can use to make the consent artefacts more effective for constrained users. These design recommendations emerge from the insights from an immersive…
This blog post summarises key takeaways from a virtual workshop we recently hosted. It was conducted against the backdrop of a study that we recently concluded titled “Can information…
An action project to help financial service providers detect debt
distress among their borrowers and administer interventions to
alleviate distress.
In this blog, we propose a framework for evaluating agent success through a customer protection lens; this can potentially be deployed as a tool to determine agent success while…
In a recent study to evaluate the effectiveness of consumer awareness campaigns relating to United Payment Interface(UPI) frauds, Dvara Research interviewed ~85 low-income, new-to-UPI users from metro cities and…
In this blog, we focus on the supply side of the equation, exploring the literature detailing the issues CICO agents face in offering uninterrupted CICO services. Agents who provide…
n this interim report, we document our observations about the user interface of In-App GRMs in UPI applications (UPI Apps). Our observations are based on our review of the…
In this blog post, we collate evidence of the various reasons that prevent the BC network from offering access to reliable CICO services all over the country. We rely…
