Key Evidence

Lack of familiarity with digital technology contributes to women’s lack of confidence and fear of making mistakes.

Limited exposure to digital financial services reinforces women’s lack of confidence and fear of making mistakes, creating a self-perpetuating cycle of exclusion. Evidence shows that unfamiliarity with digital tools heightens concerns about fraud and transaction errors, while socio-cultural norms and anticipated rejection further discourage women from engaging. As a result, women are less likely to adopt or independently use digital services, reinforcing low confidence and limiting opportunities to build the skills and trust needed for greater participation.

• In Sub-Saharan Africa, nearly a quarter of mobile money account owners have sent money to the wrong recipient; only half of those individuals got their money back. (World Bank, 2025)
• In rural India, cultural norms and limited digital exposure contribute to women’s continued reliance on cash and hesitation towards adopting digital payments. Although approximately 60% of women own smartphones, many lack the formal education and foundational digital skills needed to navigate mobile applications and payment platforms. Limited familiarity with digital transactions increases fears of fraud or transaction errors, discouraging independent use and heightening perceived risk of financial loss. (Accion, 2025)

Evidence shows that targeted customer support, guided onboarding, and intentional product design can build trust and confidence among first-time female users of digital financial services.

Traditional financial literacy approaches alone have shown limited effectiveness where restrictive social norms shape women’s perceptions of themselves as financial clients. However, “learning-by-doing” approaches and leveraging trusted social networks, such as savings groups, can strengthen confidence and independent usage among individuals with limited financial experience. Meanwhile, intentional design features, such as identification checks and transaction reversal processes, can reduce the risk of irreversible mistakes.

• Accion developed a tailored training module to equip frontline staff in rural India with tools to educate women on the benefits of digital transactions, address fears of fraud and errors, and guide them through safe and secure usage. Strengthening staff capacity and providing structured support increased women’s confidence and encouraged more independent and sustained use of digital financial services. (Accion, 2025)
• Evidence from Bangladesh shows that participation in group-based lending and collective meetings can shift decision-making dynamics within households, increasing joint or women-led financial decisions. Exposure to peer discussions and rights-based information through group settings has been associated with gains in women’s financial confidence. (CGAP, 2021)
• Payment errors are less likely when providers build identity verification and confirmation steps into the payment process to reduce mistakes. (World Bank, 2025)