Digital Banking Access for People with Disabilities
Author: Mastercard
Published: 2022/07/14 - Updated: 2026/01/13
Publication Type: Data & Statistical Analysis
Category Topic: Finance - Related Publications
Page Content: Synopsis - Introduction - Main - Insights, Updates
Synopsis: This research from Mastercard provides evidence-based insights into how digital technology can address financial exclusion affecting one billion people with disabilities worldwide. The study offers quantifiable data showing that 28% of banks in developed nations and up to 64% in emerging markets remain inaccessible to disabled customers, while also documenting how smartphone-based solutions, artificial intelligence interfaces, and contactless payment systems can restore financial independence. Through detailed case studies and accessibility metrics across different disability types, the research establishes practical pathways for banks, fintech companies, and mobile operators to implement inclusive digital services. The findings are particularly valuable for financial institutions seeking to serve disability communities, policymakers developing accessibility standards, and disabled individuals navigating banking options, as it identifies specific technological solutions - from text-to-speech interfaces to conversational AI - that address visual, hearing, cognitive, and mobility-related barriers to financial services - Disabled World (DW).
- Definition: Inclusion
Inclusion is the practice or policy of providing equal access to opportunities and resources for people who might otherwise be excluded or marginalized, such as those with physical or mental disabilities and members of other minority groups. Inclusion incorporates the idea that everyone should be able to use the same facilities, participate in the same activities, and enjoy the same experiences, including those with a disability or other disadvantage. Diversity is about the individual. It is about the variety of unique dimensions, qualities, and characteristics we all possess. At the same time, inclusion is about the collective. It is about creating a culture that strives for equity and embraces, respects, accepts, and values difference. Inclusion is a universal human right to welcome all people irrespective of race, gender, disability, medical or other need. It is about giving equal access and opportunities and eliminating discrimination and intolerance (removing barriers). It affects all aspects of public life.
Introduction
Technology and Financial Inclusion for Persons with Disabilities
A compassionate approach to the financial needs of persons with disabilities, supported by innovative technology solutions, has the potential to address the needs of the most vulnerable members of society across the Middle East and Africa, according to the latest white paper from Mastercard.
Main Content
The study Bridging the Disability Gap: An Opportunity to Make a Positive Impact reveals that digital inclusion is the pathway to financial inclusion for persons with disabilities. As governments adopt and prioritize policies to improve the accessibility of services, this paves the way for public and private sector financial institutions, mobile network operators (MNO), fintech providers, and other organizations to develop and apply solutions.
Umar Hashmi, Vice President, Global Product and Engineering, Mastercard, said:
"At Mastercard, we are a purpose-driven organization and put into practice our belief in 'doing well by doing good.' Diversity, equity, and inclusion are part of who we are, and we bring this to life by deploying products, services, and partnerships that are aligned with the 2030 Agenda for Sustainable Development and the 17 Sustainable Development Goals (SDGs), based on 'leaving no-one behind.'"
According to the latest available data, one billion people, or 15% of the world's population, experience some form of disability, constituting the largest minority group in the world. Types of disabilities include visual, hearing, speech, mobility, cognitive, and psycho-social.
A combination of physical constraints in accessing financial institutions and services prevents many persons with disabilities from banking independently. Depending on the type of disability, this includes being unable to travel to and enter a financial institution, branch, or ATM, not perceiving and understanding what is written on paper or electronic devices, being unable to hear, understand, and communicate with banking service providers, and being unable to access paper or digital content.
The paper includes real-life case studies of persons with disabilities who depend on others to perform simple financial tasks. One interviewee said:
"You should be able to access financial services in privacy; no one should know the details of your banking transactions, your balance, and how much you spend."
Others spoke about how digital access to services significantly impacted their financial independence.
A 2019 UN report cites data that show persons with disabilities consider 28% of banks in developed countries and between 8% and 64% of banks in some emerging economies to be inaccessible.
However, measures are being taken to address this at the government and corporate levels. The UAE has enforced a federal law concerning the Rights of People with Disabilities. Emirates NBD bank has imparted Disability Equality Training to over 2,100 of its staff and has also taught them American Sign Language. The bank's Disability Friendly Branch project, implemented in 2016, aims to facilitate and ease the banking experience. The three-phase transformation integrates infrastructure, technology, and services to enable and enhance accessibility.
According to the Mastercard white paper, in the Middle East and Africa, using digital inclusion as the pathway to financial inclusion for persons with disabilities must involve reducing the gap in smartphone ownership, mobile internet usage, and digital literacy.
Approximately 63% of the world's population is now online since the pandemic. Research in select low- and middle-income countries in the Middle East and Africa shows that, despite a large mobile disability gap widening at each stage of the user's journey, 62% of adults with disabilities own mobile phones and 21% own smartphones.
The emerging technologies of the Fourth Industrial Revolution - such as artificial intelligence, machine learning, robotics, and the internet of things - have the potential to be delivered through apps and web-enabled services. This makes it possible to address the accessibility gap in financial services.
| Disability Type: | Visual | Hearing | Speech | Physical | Cognitive |
|---|---|---|---|---|---|
| Branch banking | 50% | 25% | 25% | 67% | 33% |
| Online banking | 80% | 40% | 50% | 50% | 20% |
| ATMs & kiosks | 60% | 50% | 40% | 40% | 20% |
| Phone banking | 80% | 40% | 20% | 60% | 20% |
| Mobile banking | 60% | 60% | 60% | 30% | 20% |
| Digital wallet | 33% | 33% | 33% | 33% | 33% |
| Loans | 50% | 50% | 50% | 50% | 38% |
| Debit/credit cards | 63% | 63% | 50% | 50% | 25% |
| Statements | 89% | 56% | 56% | 56% | 22% |
| Investing/trading | 44% | 56% | 44% | 33% | 22% |
| Insurance | 67% | 83% | 83% | 83% | 33% |
Technology Making Financial Services More Accessible
Since a diverse range of factors contributes to the lack of financial access for persons with disabilities, financial inclusion requires that each form of disability be addressed via innovative solutions formulated for specific use cases.
While solutions by stakeholders with an international presence, such as Mastercard, have the potential to be applied globally, the varied landscape of opportunities and challenges across regions necessitates a localized approach. For example, a mobile-first approach to financial inclusion has proven effective in much of the Middle East, Africa, and South Asia. Some solutions suggested are:
- The use of mobile banking - especially in the aftermath of the COVID-19 pandemic and the emergence of the new normal - has given rise to user interfaces that are uncluttered, simple, and distilled to display core information in a user-friendly manner.
- Artificial intelligence (AI) and chatbots are bridging the information gap by helping customers navigate banking tasks using conversational interfaces.
- Contactless payments promote greater enablement, not only in stores but also at ATMs. Users can choose to interact with a familiar device such as an accessible smartphone rather than the kiosk when requesting cash withdrawals.
- Text-to-speech or speech-enabled digital processes based on natural language processing (NLP) have profound implications for accessibility for those with sensory limitations. Intuitive, personalized tools such as those that implement debit card spending controls and transaction monitoring can prove valuable for financial independence.
Hashmi further said that Mastercard's Product and Engineering division takes a customer-centric approach to solving problems. Labs as a Service, for instance, hosts innovation teams working on new solutions and experiences. Using ideation and concepts, the team helps distill solutions and develop prototypes that can be tested for real-life scalable applicability.
The approach is designed to onboard as many people as possible into the digital economy. In addressing the needs of persons with disabilities, there is a clear opportunity for the industry to work collaboratively to impact millions of lives worldwide positively.
Insights, Analysis, and Developments
Editorial Note: The intersection of disability rights and financial technology represents one of the most significant opportunities in modern banking, yet the statistics reveal how far the industry must travel. When more than half of banks in some markets remain functionally inaccessible to disabled customers, we're not discussing edge cases or niche accommodations - we're talking about systematic exclusion of the world's largest minority group from essential services. What makes this research particularly relevant is its focus on solutions already within reach: the same smartphones many people carry daily, paired with thoughtful design, can eliminate barriers that once seemed insurmountable. As contactless payments, voice banking, and AI-driven interfaces become mainstream, financial institutions face a choice between treating accessibility as regulatory compliance or recognizing it as market expansion. The technology exists; what remains is the commitment to deploy it universally rather than selectively - Disabled World (DW).Attribution/Source(s): This quality-reviewed publication was selected for publishing by the editors of Disabled World (DW) due to its relevance to the disability community. Originally authored by Mastercard and published on 2022/07/14, this content may have been edited for style, clarity, or brevity.