Inclusive Digital Banking: Co-Creating Solutions for Vulnerable Groups

This study examines the challenges of digital exclusion in Belgium, particularly in the banking sector, where 35% of individuals possess low digital skills and vulnerable groups face significant barriers. Using the Participatory Action Research for Policy (PAR4P) methodology, a co-creation workshop was conducted with 28 stakeholders from academia, industry, public bodies, and civil society to identify learning needs and propose inclusive solutions. The findings emphasize the importance of multilingual services, accessibility improvements, personalized support, and educational materials to bridge digital inequalities. By engaging key stakeholders, this research contributes to the development of inclusive policies and practical interventions that enhance digital accessibility and participation.