I first arrived in the UAE almost 25 years ago as a young professional, with my own hopes and dreams of building a successful career. From the very early days, I began noticing a segment of society that I hadn’t been accustomed to back home: migrant workers from around the world who, like me, had left their homes to seek a better future for themselves and their families.
These were domestic helpers, security personnel, construction workers, professional drivers, retail attendants, and many others. I interacted with many of them in my day-to-day routine. Seeing how hard they worked, the low levels of income they earned, and the large portion of that income they sent back home to support loved ones each month developed in me a deep sense of admiration and respect for them.
The low-income segment of our society struggles to make socio-economic progress. It wasn’t due to a lack of drive or desire. Rather, they were trapped in poverty and a cycle of inequality, largely because of their economic status. Locked out of the formal financial system, with no access to bank accounts or digital payments, they remained invisible to providers of essential financial services that are critical for upward mobility.
Even today, financial exclusion remains one of the most stubborn barriers to economic equity, even in a country as connected and progressive as the UAE.
But this is starting to change. Advances in technology and the rapid pace of digitization in the UAE and the broader region are helping break down barriers to financial access. Smartphone ownership is now virtually universal, even among members of the low-income segment, and they are becoming increasingly comfortable with digital apps, mobile payments, and online platforms.
The UAE’s government and regulators recognize the enabling power of financial inclusion. Strategic initiatives like the Central Bank of the UAE’s Financial Infrastructure Transformation Programme are a testament to this.
These developments represent a powerful opportunity to drive meaningful change that can uplift lives and support the dreams of millions from underserved communities. Today, it is possible to design fintech solutions that are simple, multilingual, culturally sensitive, and specifically built for those who are new to digital financial services.
This brings me to another critical piece of the puzzle: financial literacy. Providing access to digital financial tools is part of the solution, but we must also acknowledge the lower levels of formal education and lack of experience many underserved users have with financial apps. That is why it is essential to help them understand how to use these services safely and wisely. This includes avoiding fraud, scams, and debt traps, while also building habits around saving, budgeting, and planning for the future.
I feel extremely fortunate to be part of this movement through myZoi. We are not only building financially inclusive solutions but also embedding financial education into every stage of the user journey. From onboarding and in-app tips to social media content and face-to-face workshops, education is at the core of what we do.
Our approach is rooted in human-centered design. We spend time with our users in their shared accommodations, conducting qualitative research to understand their lives, aspirations, challenges, and preferences. The feedback and traction we are seeing confirm that when financial services are built with empathy and designed with real human needs in mind, they work.
Financial inclusion is not a fringe issue. It is essential for sustainable development, social cohesion, and economic stability. The UAE, home to millions of hardworking, dynamic individuals, has the potential to lead the way on this morally urgent and strategically important issue.
The private sector must respond to the government’s invitation to invest in innovation and help build a digital economy that leaves no one behind. At myZoi, we are proud to be part of this mission. But we know it is not a journey we can take alone. It is a shared responsibility. With the right policies, tools, and intent, we can create a UAE where everyone has the chance to build a better future for themselves and their families.
