As the world changes and adapts to new technology and social trends, so does the way we bank. However, the challenge of financial inclusion remains a key issue in our society. In 2017, UK Finance reported that 4.5 million people in the UK have never used the internet, and that includes 33 percent of people registered with a disability.

The transformation to digital offers an opportunity to increase financial inclusion, and we believe inclusive design provides a large part of the answer.

In this co-authored report with UK Finance, we explore:

• the opportunities presented by digital in transforming customer journeys and delivering better outcomes
• what is required from an infrastructure, capability and advocacy perspective to overcome financial exclusion
• case studies from all across the UK financial series landscape
• what needs to happen next.