Rafe Mazer leads CGAP’s work on applying behavioral research to consumer protection and financial inclusion. For more than five years he has been designing and leading behavioral research projects with policymakers, providers and donors to help understand how our behaviors impact financial decisions and outcomes.
Research issues Rafe has explored include: Does digital delivery credit change how we borrow and save? Why do financial sales staff sometimes give the right advice, and others times mislead consumers? Do consumers really care about their data privacy in financial inclusion? Why do some consumers choose to complain about a problem, while others remain silent?
This research has been used to develop a range of financial inclusion solutions, including interactive SMS for mobile savings and credit, key facts statements and disclosure regulations, complaints handling regulations, data disclosure messaging, and regulations for consumer protection in digital financial services. He has led research in markets including Ghana, Kenya, Malaysia, Mexico, Nicaragua, the Philippines, and Tanzania.