Resilience During COVID Pandemic: Role of Fintech in the Perspective of Bangladesh

This in-the-moment research during the COVID-19 pandemic explores the role of existing fintech (financial technology) in several communities, particularly among women in Bangladesh. Our qualitative study on n = 75 participants (Female = 63, Transgender = 2, Male = 6, 4 Male fintech service providers) have explored urban, semi-urban, and rural communities in Dhaka Division, Bangladesh, to understand the added values, challenges, and user perceptions of fintech during the ongoing pandemic. The study focuses more on the diverse problems women face during Fintech operations, which remain underexplored in the Global South context. It shows existing fintech providing contactless transaction options and opportunities of remote banking, opening up discussions on the challenges faced during fintech adoption. The study sheds light to the resilience of participants in using fintech services instead of discarding it in the face of negative experiences. It also reveals the widening digital divide and the required awareness towards minimizing the gap between the digitally disconnected communities. The participants put forward ideas about possible design improvement since fintech is the only financial tool for certain communities, and it is a safe way to support many during the pandemic. Based on findings, we have presented design implications for existing fintech options in Bangladesh; that will engage all the communities into better fintech usage and broaden the scope of CSCW literature in many dimensions.