For many unbanked and underbanked users, especially women, trust is built through tangible experiences. Passbooks, receipts, and physical cash provide a sense of security and control that digital transactions often lack. Even as DFS expands its reach, cash remains deeply embedded in daily financial habits—not just as a preference but as a necessity. Many users earn small amounts that are difficult to digitise, making cash the most practical option for their financial lives.

Despite the push toward digital, both users and agents continue to rely on physical elements within DFS, often in informal ways. From keeping handwritten records to using printouts as proof of transactions, people create their own hybrid solutions to bridge the gap. The effort, time, and cost of digitising small earnings often outweigh the perceived benefits of DFS, leading many to stick with cash.

Digital solutions alone aren’t sufficient—they need hybrid solutions that seamlessly blend physical and digital experiences. Instead of a full transition to digital, services should support tangible touchpoints that reinforce trust. The transition between physical and digital interactions must be effortless—not only supporting tangible touchpoints but also introducing tools and features that mirror the familiarity of physical interactions.