On 14 January, experts from the Jordan Payments & Clearing Company (JoPACC) shared their experience in promoting the adoption of digital financial services with their counterparts from Central Bank of Armenia (CBA), during an AFI Peer Learning Exchange. 

At the heart of Jordan’s digital ecosystem lies the CliQ instant payment system. While the system’s speed and interoperability between banks and mobile wallets are important, its most impactful feature addresses a fundamental human need: trust. Layanah Wreikat, Director of Business Operations at JoPACC, explained that “CliQ utilizes a central addressing scheme, where phone numbers act as aliases for bank accounts. The interface displays the beneficiary’s full name before a payer confirms the transaction, which mitigates the fear of sending money to the wrong person, significantly increasing user confidence and adoption.” 

The Central Bank of Jordan permits individuals to hold a maximum of two mobile wallets with reduced KYC requirements, an approach which lowers entry barriers for the unbanked, while mitigating money laundering risks by capping the number of accounts and transaction volumes. Financial institutions must verify mobile number ownership every three months via OTP, which ensures that the central addressing scheme remains accurate, and prevents funds from being misdirected. 

The exchange underscored that understanding human behavior is critical to driving digital adoption. “Awareness alone is not sufficient – hands-on exposure is the main driver for engagement,” said JoPACC Head of Knowledge Management & Business Analytics, Shiam Al-Kheetan. “Behavioral nudges accelerate learning and adoption, different segments require tailored approaches, and trust only comes through consistent engagement.” 

“Infrastructure is often seen as the vital factor in expanding the adoption of digital financial services, however today’s discussion highlights a more nuanced reality,” said AFI Regional Manager, Arif Nasibov. “Jordan’s experience shows that building robust infrastructure and mandating necessary standards is just the starting point: ensuring the user feels supported is what truly drives financial inclusion.” 

Discover how Central Bank of Armenia is applying behavioural insights to drive the adoption of digital financial services in the video below: