Financial services people can understand, access and confidently use.
Joining a savings, insurance or pension product should not depend on reading dense paperwork or visiting a branch. Plain-language guidance and conversational onboarding can make financial services easier to understand and to keep using.
The development challenge
Unfamiliar products, paperwork-heavy onboarding, low trust and fraud risk keep many people outside formal savings, insurance and pensions, or cause them to drop out early.
The access barrier
Complex product information, long forms, document requirements and uncertainty about what a person is agreeing to.
A first-time customer understands what they are signing up for, completes onboarding and keeps their cover or savings active.
Experience we build on
An intent-aware SMS insurance journey, developed for a Botswana insurance provider, that moves customers from product education toward onboarding and service completion where smartphones, mobile data or conventional banking access cannot be assumed. Regulated decisions stay with the licensed institution.
See capability in practiceAn accessible service journey, designed with the institution that owns the service.
Automate what should be automated. Escalate what requires human judgement.
Credit decisions, claims decisions, product suitability and other regulated decisions remain with licensed financial institutions.
Our responsible-AI principles- Plain-language financial literacy, savings, insurance and pension education.
- Guided onboarding with conversational forms and KYC journey support.
- Payment reminders and mobile-money journeys where appropriate.
- Fraud awareness and customer support.
- Clear hand-over to the licensed institution for every regulated decision.
Applications
- Financial literacy
- Insurance education
- Pension education
- Savings education
- Guided onboarding
- Conversational forms
- KYC journey support
- Payment reminders
- Mobile-money journeys
- Fraud awareness
- Customer support
- Service navigation
What the journey could look like.
One possible journey. Steps, rules and timelines are defined with the implementing partner.
- Asks about a savings plan
- Receives a plain-language explanation
- Begins guided onboarding
- Reviews a clear summary
- Application goes to the licensed provider
- Receives confirmation and reminders
What institutional partners gain
Higher onboarding completion, better-informed customers, more complete applications and earlier warning when people are likely to lapse.
Relevant channels
- Web chatGuided onboarding with conversational forms.
- SMSReminders and confirmations on any phone.
- WhatsAppQuestions, documents and support.
Indicators partners could track
- Onboarding completion
- Comprehension checks passed
- Product retention
- On-time payments
- Fraud reports received
Other programme areas
Design a Financial Inclusion programme with us.
Tell us who you need to reach, what service they need and what stands in the way. We will help you design an accessible service journey and test what works.