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Title page 1

Contents 3

Acknowledgments 2

Executive Summary 6

SECTION I. Introduction 9

Understanding Personal Digital Credit 10

The Growth and Transformation of Digital Credit 11

Personal Digital Credit Brings Important Benefits to Borrowers 12

Behavioral Vulnerabilities Associated with Digital Credit 13

New and Evolving Consumer Risks in Personal Digital Credit Could Lead to Negative Outcomes 13

A Responsible Ecosystem Approach Is Needed for Borrowers to Fully Realize the Benefits of Digital Credit 16

SECTION II. Consumer Risks in Personal Digital Credit: A Customer-Centric View 17

Customer Journey in Personal Digital Credit 18

Provider Life Cycle in Digital Credit 22

The Fragmented Regulatory and Institutional Arrangements in Digital Credit 25

SECTION III. Frontier Solutions For Responsible Personal Digital Credit: Authorities 28

Responsible Digital Credit Solutions by Authorities 30

A Call to Action for Supervisors, Regulators, and Policy Makers 50

A Call to Action for Funders 50

SECTION IV. Frontier Solutions for Responsible Personal Digital Credit: Providers 52

Responsible Digital Credit Solutions by Providers 54

A Call to Action for Digital Lenders and Service Providers 70

A Call to Action for Funders 71

SECTION V. Frontier Solutions for Responsible Personal Digital Credit: Research Organizations and Consumer Representatives 73

Role of Research Organizations in Promoting Responsible Digital Credit 73

Responsible Digital Credit Solutions by Research Organizations 74

Role of Consumer Representatives in Promoting Responsible Digital Credit 80

Responsible Digital Credit Solutions by Consumer Representatives 80

A Call to Action for Consumer Representatives and Research Organizations 83

A Call to Action for Funders 83

APPENDIX I. Selected Examples of Solutions by Authorities 84

APPENDIX II. Selected Examples of Solutions by Providers 93

References 98

Tables 8

TABLE 1. Initiatives by step in the customer journey 8

TABLE 2. Initiatives by consumer risk and issue 8

TABLE 3. Initiatives by risk management phase 8

TABLE 4. Summary of key attributes 10

TABLE 5. Examples of personal digital credit products and their main characteristics 11

TABLE 6. Key consumer risks exacerbated by digital credit 14

TABLE 7. Regulatory and institutional arrangements and provider life cycle in digital credit 26

TABLE 8. Authority solutions by phase of risk management cycle and consumer risk 29

TABLE 9. Market monitoring tools can support different supervisory objectives 44

TABLE 10. Provider solutions by phase of risk management cycle, consumer risk, and customer journey step 54

TABLE 11. Implementing responsible digital credit solutions in EMDEs requires careful trade-offs 71

TABLE 12. Research organization solutions by risk management cycle and consumer risk 74

TABLE 13. Consumer representative solutions by risk management cycle and consumer risk 80

TABLE 14. Examples of authority solutions by phase of risk management cycle and consumer risk 84

TABLE 15. Examples of provider solutions by phase of risk management cycle and consumer risk 93

Figures 7

FIGURE 1. Initiatives per actor 7

FIGURE 2. Bigtech credit is overtaking fintech credit 12

FIGURE 3. From vulnerabilities to overindebtedness 15

FIGURE 4. Phases of the consumer risk management cycle in digital credit 17

FIGURE 5. Customer journey in personal digital credit: Positive path 18

FIGURE 6. Customer journey: Positive path with human touchpoints 19

FIGURE 7. Customer journey: Examples of risks 20

FIGURE 8. Customer journey: Grievance and redress 21

FIGURE 9. Provider life cycle stages involved in delivering digital credit 23

FIGURE 10. Provider life cycle stages and technology touchpoints to address consumer risks in digital credit 24

FIGURE 11. Fragmented regulatory and institutional arrangements in digital credit 25

FIGURE 12. Financial regulatory perimeter of digital lenders 27

Boxes 12

BOX 1. Customer Quotes on Positive Experiences with Digital Credit 12

BOX 2. Data on overindebtedness in digital credit 15

BOX 3. Customer Quotes on Negative Experiences with Digital Credit 22

BOX 4. Roles of Bigtechs 53

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