In the vibrant cities and expansive deserts of the Arab world, a subtle yet profound shift is taking place. This change, often underreported, carries the potential to impact lives significantly by advancing financial inclusion, where technology serves as a powerful equalizer, offering access, dignity, and opportunity to all.
Over recent decades, the region has seen an influx of people seeking better prospects. Among them are domestic workers, construction laborers, delivery personnel, drivers, and retail employees—individuals who form the backbone of many economies yet have historically been marginalized from the formal financial framework.
Many of these migrant workers have been paid in cash, lacked bank accounts, and depended on costly and cumbersome remittances. They were frequently overlooked by providers of crucial financial services. This exclusion was not due to a lack of motivation but rather stemmed from systemic obstacles such as stringent documentation requirements, prohibitive fees, and limited financial literacy.
Today, progress is being made. Technological advancements and the widespread use of smartphones are providing new opportunities. In the UAE, where expatriates account for nearly 88 percent of the population, with about half being low-income or blue-collar workers, mobile banking and digital wallets are transforming financial tool accessibility.
### Expansion of the Mobile Market
The mobile banking sector in the Gulf Cooperation Council (GCC) is anticipated to grow at a compound annual growth rate (CAGR) of 12.5 percent from 2025 to 2033, driven by rising smartphone use, increasing digital literacy, and proactive regulatory support. In the UAE, the combined prepaid card and digital wallet market is expected to grow from $5.66 billion in 2023 to $10.3 billion by 2028 in total transaction value, reflecting a CAGR of 12.3 percent. This growth is fueled by an enhanced digital payment infrastructure, a flourishing e-commerce industry, and a thriving fintech market.
However, providing access is just the first step. Understanding how to use these resources wisely is essential to avoid scams, debt, and poor financial decisions. Financial literacy is a crucial complement to financial access.
Human-centered design is vital in this context. Solutions need to be straightforward, multilingual, culturally attuned, and created with empathy.
Programs like myZoi Money Tips have engaged over 2,200 blue-collar workers through 12 community workshops and a large community event, while digital content has reached over 22 million views across social media, apps, and websites.
A team closely listens to users’ needs, visiting shared housing, conducting in-depth interviews, and continually refining services to address actual challenges and aspirations. The approach is showing results. Noticeable improvements in engagement and trust are beginning to emerge.
### Overcoming Inequality and Enabling Economic Progress
Financial inclusion extends beyond banking; it involves dismantling cycles of inequality and promoting economic mobility. Inclusion should be viewed as a right, not a luxury.
Building an inclusive financial ecosystem requires collaboration. Governments, regulators, fintech pioneers, employers, and civil society must work collectively to ensure inclusivity.
With the UAE’s vision and initiatives such as the Central Bank’s Financial Infrastructure Transformation (FIT) Program, the region is on the verge of meaningful systemic transformation. By uniting access, education, and empathy, the Middle East can lead by example, demonstrating that intentional inclusion leads to transformative outcomes.
The journey is ongoing. But with the right tools, mindset, and strong partnerships, every worker and family can be empowered to achieve their aspirations.
The author is the CEO of myZoi.