Principle 6: Inclusivity

Digital finance products and services seek to minimize barriers to access and use.

• Companies ensure that barriers to access and use of digital finance products and services are minimized.
• Digital interfaces are designed to be and tested to ensure they are accessible and intuitive.
• Digital interfaces provide consumers with options for human interaction.
• Users can access a digital app, including account information and core features, across platforms.
• Mobile apps and websites incorporate barrier-free design to facilitate access to all consumers.
• Products and services are designed to break down barriers experienced by communities traditionally excluded from the financial mainstream.
• The company engages with traditionally excluded communities to understand their wants and needs and design products and services accordingly.
• Documentation and customer interfaces are available and accessible in multiples languages for users.
• Multiple options for identification and verification of identity are supported.
• When in-person transactions are necessary (e.g., depositing cash), multiple locations and channels are made available, including in under-served areas.
• [Specific to banking apps] The company offers and makes easily accessible a no-cost or low-cost basic bank account.
• [Specific to banking apps] The company offers and makes easily accessible a second-chance transaction account.