From Access to Action: RCBC and Mastercard reveal blueprint for sustainable financial participation

New research shows how local language UX, leveraging familiar channels, and education on security features drive active financial inclusion in the Philippines

A new study by Mastercard, in collaboration with RCBC, reveals that culturally attuned interfaces and design, trust-building features, and security-led engagement are key to transforming financial access into active financial participation in the Philippines. 

According to the World Bank’s Global Findex 2025¹, 78% of Filipino adults own mobile phones, yet only half have financial accounts. Access to digital tools alone does not automatically equate to financial inclusion. This new Mastercard-led study explores the drivers of long term-financial health, and what it takes to move passive account holders towards active, resilient financial participation.

Drawing on insights from a two-year engagement with users of RCBC’s DiskarTech platform—the country’s first financial app with a full interface in Taglish and Cebuano—the study highlights how culturally relevant design, trust-building digital experiences, and timely access to micro-credit can transform first-time users into financially resilient participants. The findings offer a practical blueprint for financial institutions, fintechs, and policymakers seeking to advance meaningful, long-term financial inclusion in the Philippines.

Overcoming barriers to active financial participation

Despite growing access to mobile technology, many Filipinos face barriers that prevent them from fully engaging with financial services. The study revealed that among these are the lack of physical access to financial or digital infrastructure, information gaps, and concerns around trust and security. Confusion and hesitancy can stem from low awareness or fear of scams, fraud, technical failure, and data loss. By uncovering these challenges, the study identifies strategies to proactively address the needs of the underbanked, and outlines best practices designed to help them thrive on their financial health journey:

• Win the First 30 Days. Simple, personalized, and relevant experiences are key to motivating usage. Financial platforms must be tailored to local contexts — with intuitive design, clear and easy-to-follow instructions, local language options, and accessible self-help tools such as FAQs. For example, the study found that offering “Taglish” (a mix of Tagalog and English) or Cebuano options, two prevalent local languages, can make applications more approachable to underbanked populations in provincial areas, where English may not be the primary language.
• Turn Digital Touches into Trust. Trust grows when financial institutions meet consumers where they are, leveraging familiar channels such as online messaging applications to build recognition, reinforced by face-to-face support from branch staff and customer service. 
• Lead with Security. Gradual education across digital touchpoints builds confidence. Highlighting security features such as 24/7 fraud monitoring and reliable cash-outs in easily digestible and relatable terms can convert cautious users into regular participants. 
  
  

“This research came at a crucial moment for financial organizations. Amid the increasing calls for financial inclusion, this paper sheds light on the role of tech-enabled CX in developing relevant and impactful innovations,” said Reggie Cariaso, RCBC President and CEO. “We are proud to have been featured in Mastercard’s white paper as we pursue our shared vision of promoting greater financial inclusion in the country.” 

“Mastercard’s white paper on DiskarTech is a monumental step towards further showcasing the Philippines on the global map of sustainable inclusion. We are honored that this study is the first in Asia Pacific to be showcased by Mastercard, and only the second globally following NuBank of Brazil. It underscores the tangible gains from our strategic collaborations with government, private sector partners, and industry peers,” said Lito Villanueva, Executive Vice President and Chief Innovation and Inclusion Officer.

“Financial inclusion is not just about opening accounts — it’s about enabling sustained, active usage that unlocks real opportunities,” said Judith Dayrit, Vice President, Account Management, Philippines, Mastercard. “At Mastercard, the goal is to help the underbanked move beyond access toward financial security and health, by encouraging frequent use and responsible credit adoption. This research with RCBC helps chart a path from first-time access to long-term, active participation – through intuitive design, thoughtful onboarding and robust security. We’re proud to undertake initiatives like this to support the Philippines in building a more inclusive and resilient financial future.” 

This innovative study reflects the ongoing commitment of both Mastercard and RCBC to understand and address the barriers faced by underserved communities in the Philippines — and to continuously improve financial services that support long-term financial health. The full whitepaper is available here.

Methodology Note:
This Mastercard-led study draws on pseudonymized transactional data from over 25,000 RCBC DiskarTech consumers and 6,000 terminals of RCBC’s ATM Go partner-merchant network of mobile Point of Sale (mPOS) devices from January 2022 to October 2024, and qualitative findings from focus groups held in December 2024 to provide a comprehensive, 360-degree view of the Filipino financial journey. It is the first in Asia Pacific, and builds on findings from Mastercard’s Brazil-based study with Nubank, Beyond access: A look into the drivers of long-term financial health published in 2024.