Designing for financial inclusion in developing countries: Digital financial service for low-income women in Ghana

Abstract

Digital financial inclusion initiatives in developing countries have gained salience because of their potential to improve the socioeconomic condition of marginalized groups such as low-income women. However, persistent challenges remain in overcoming the digital divide in developing countries and enhancing access and participation of women in digital financial services. Despite the growing scholarly attention, little is known about how digital technologies might be designed to enable financial inclusion of women in developing countries. Using the technology affordances approach, we extend previous theorizing on inclusive information system, and introduce a relational approach to designing for inclusion. Specifically, we conduct a case study of a digital finance initiative in Ghana involving the design of an interactive voice response system (IVR) for low-income women where systemic barriers to technology adoption and use are pervasive. We show the significance of user feedback, environmental factors, and affordances for more inclusive information system design. We contribute a theoretically grounded framework that takes holistic account of the sociotechnical context of IS design for inclusion.