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How Low- and Moderate-Income Individuals Interact with Institutions to Access Financial Services
This section discusses findings from a content analysis of the conversations and journey maps that were part of the 12 financial well-being roundtables held by the St. Louis Fed throughout the Eighth District in 2025.1 See Appendix B for a description of the qualitative methodology, Appendix C for facilitation guide questions and Appendix D for journey map prompts.
The content analysis identified five themes: individual backgrounds, traditional financial institutions, nontraditional financial institutions, resource providers and community approaches to addressing access. Together, the themes describe low- and moderate-income individuals’ access to and utilization of transaction accounts and credit in their communities. Low- and moderate-income individuals’ journey to accessing financial services is typically shaped by sociodemographic characteristics and their experiences navigating the advantages and disadvantages of interacting with institutions. Participants voiced their recommendations for making the journey successful.
The content analysis identified five themes: individual backgrounds, traditional financial institutions, nontraditional financial institutions, resource providers and community approaches to addressing access. Together, the themes describe low- and moderate-income individuals’ access to and utilization of transaction accounts and credit in their communities. Low- and moderate-income individuals’ journey to accessing financial services is typically shaped by sociodemographic characteristics and their experiences navigating the advantages and disadvantages of interacting with institutions. Participants voiced their recommendations for making the journey successful.
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