Unlocking the Power of Payment Accessibility and Inclusion

At Thales, we believe that financial inclusion is not just a goal, it is a fundamental right. That's why we are committed to fostering financial services, ensuring that everyone – regardless of ability – can participate fully in society. Our comprehensive solutions are designed to break down barriers and empower individuals from all backgrounds to manage their finances with ease, security and dignity.

What do payment accessibility and inclusion mean?

Inclusion is the cornerstone to empower financial independence: Everyone can access a safe and efficient payment experience regardless of background, income level or location, even during a natural disaster or a conflict. Everyone can become knowledgeable and skilled in payment management, even in economic stressed period, through financial recommendations, younger generation education and budget management support.

This works if there aren’t any usage barriers. This is where payment accessibility comes into play. 

Payment accessibility is not only a matter of convenience but the foundation to ensure that everyone can easily use a payment option. This is regardless of age, gender, digital skills or impairments and considers everyone’s needs.

By ensuring that payment options are inclusive and accessible, we enable people to make payments by themselves. Whether it is shopping online, paying bills, or buying something in a store, everyone is entitled to the freedom to manage money confidently, securely and independently.

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Why should accessibility matters to banks?

Social responsibility and brand reputation: Taking accessibility seriously demonstrates a commitment to social responsibility. This positively affects a company’s brand reputation, attracting consumers who value ethical principles and inclusivity. 
On the other hand, lobby groups and NGOs are pushing organisations and governments to adopt more accessible practices. Ignoring this can negatively impact a bank’s public image and its relations towards community.

Expand customers' base, enhance customers experience and improve customers loyalty
Moreover, products that are launched on the market and are accessible, can be used by all consumers including the silver generation and people with disabilities. Accessibility improvement and user-friendly solutions benefit not only people with disabilities but all consumers. Better payment experiences lead to higher satisfaction and retention rates.

Compliance with laws and regulations: Adopting accessible solutions helps banks comply with relevant laws and regulations. Failure to comply can result in costly lawsuits, fines, and significant damage to a company's reputation.

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What percentage of people are concerned by impairment or disability?

People with some form of impairment or disability make up a considerable proportion of the world’s population. The World Health Organization estimates that 1.3 billion people – 16% of the world’s population – experience significant disability. 

This encompasses a diverse group of people with a wide range of needs: from those who are visually impaired or blind, to people who are deaf or have some degree of hearing loss or speech impairment, to those who have lost their independence or who rely on a wheelchair for their mobility. 

Moreover, impairment or disability can be due to different causes and can even be temporary due to accident or illness.

Disability can happen anytime.

The silver generation is growing and will increasingly need dedicated products and services

By 2030, 1 in 6 people in the world will be aged 60 years or over. By 2050, the world’s population of people aged 60-plus will have doubled to 2.1 billion. 

The 60-plus segment is expected to represent nearly 60% of consumption growth in Europe and Asia from 2015 to 2030, and almost 50% in North America, representing unprecedented business opportunities – and posing some challenges.

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Understanding users’ issues during their payment journey

At Thales, we have a dedicated initiative on accessibility, starting with end-user surveys to identify how our technologies could answer impaired people’s pain points.

That’s why we conducted a comprehensive qualitative study with visually impaired and blind people across a wide range of ages, 18-plus. Participants included both low and heavy technology users, individuals who lost their sight later in life, the elderly, and those born blind.

Its objectives were to:

• Understand their current payment experiences and the solutions they use
• Identify and prioritise the challenges and concerns they face when shopping in-store, online and when using banks
• Test Thales products and solutions to gather feedback for improvement
• Compile their insights for our future developments

2 strong expectations were common to all participants: 

1. Need for autonomy: Participants emphasised the importance of autonomy, achieved through universally designed solutions. They highlighted how technology – smartphones, connected watches and computers – plays a crucial role in enabling their independence. Technology can enhance autonomy and accessibility, but it also needs to be configured properly, adapted, and compatible with other tools to be truly effective.
    
2. Solutions adapted to everyone: Participants expressed a preference for solutions that were designed to be usable by everyone, including visually impaired users. This approach enables visually impaired and blind people to not stand out in public, and they do not feel obliged to disclose their disability in shops or with their banks.

We also consult  disability organisations and advocacy groups to gain insights into the needs and preferences of people with disabilities, working together to develop innovative solutions. Our recent survey of visually impaired people is a testament to this ongoing commitment.

These insights have helped us enhance our products and better serve the needs of visually impaired people.

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Our inclusive approach to accessibility 

At Thales, we understand that one size does not fit all when it comes to payment accessibility. 

We are dedicated to providing innovative tools that empower individuals to navigate the financial landscape independently, from tactile interfaces, to voice-activated systems (designed in partnership with Handsome), that guide users through each step of the payment process until the transaction is authorised. 

Thales can support banks to select the most suitable solutions and card designs. 
We offer various types of payment cards and solutions that can be combined to meet different profiles and use cases’ requirements. 

Join the movement! 

Ready to join us on our journey towards a more inclusive financial future? Explore our range of services and discover how we’re making payment accessibility a reality for all.

Together, we can create a world where everyone has equal access to financial independence.