Inclusive Digital Finance Design Forum

The Inclusive Digital Finance Design Forum explores how the design of digital financial services affects access, trust and outcomes for different groups. The programme combines short evidence-led talks, a moderated panel and a design clinic based on fictional user journeys. Participants will examine onboarding friction, identity and documentation barriers, language and literacy, accessibility, agent-assisted journeys, affordability, complaint handling and safe recovery from errors or fraud. The forum is intended to make space for diverse experiences without asking participants to disclose personal financial information. It encourages teams to test assumptions, measure outcomes and include affected users early in product design. The event does not certify a product as inclusive or compliant; it supports learning and discussion that organisations can use alongside their own governance and applicable requirements.

Purpose, objectives and audience

Purpose and objectives: Identify common barriers across digital financial journeys; practise accessible service design; consider consumer understanding and redress; encourage evidence-informed inclusion metrics; share non-confidential lessons across sectors.

Intended audience: Financial service and product teams, consumer advocates, disability inclusion practitioners, community organisations, women-led businesses, rural and informal-economy representatives, researchers, development partners and public-sector stakeholders.