PhD research reveals blind spots in digital banking services
Digital inclusion is not an individual challenge, but a shared responsibility of citizens, institutions and policymakers. This is the conclusion of VUB researcher Milica Lazarevic in her PhD on digital banking services. Her research, which calls for a fundamental rethinking of digital inclusion as a prerequisite for safeguarding fundamental rights, was presented during an event hosted by BNP Paribas to mark the closing of their academic chair at the Vrije Universiteit Brussel. During the event, Laurent Loncke (BNP Paribas Fortis), VUB Rector Jan Danckaert and researcher Milica Lazarevic took the floor.
In her PhD research at the Vrije Universiteit Brussel (VUB) and the University of the Western Cape (UWC), Milica Lazarevic examines to what extent digital systems still guarantee inclusive access to basic services such as banking. The research, entitled “Digital inclusion: a fundamental right for every individual’s entry into society”, focuses on the Belgian banking sector as a case study. While digital banking services increase efficiency and ease of use, the findings show that they also create new forms of exclusion.
In a society where essential services are increasingly organised digitally, the question of equal access and fundamental rights is becoming more pressing. Existing studies show that as much as 40% of the Belgian population is at risk of digital exclusion, despite the fact that almost everyone (99%) has a bank account. Approximately 1.9 million Belgians do not use online banking. Digital vulnerability affects a wide range of groups, from older people and those with lower incomes to young people with limited digital skills. “Digital exclusion is not a marginal phenomenon, but a structural problem affecting a broad segment of the population,” says Lazarevic.
A key conclusion of the research is that digital inequality is not only the result of individual skills, but also of how services are designed and organised. “Exclusion is not just a user issue: it is also embedded in interfaces and digital systems,” Lazarevic explains. “Interface design, language, accessibility, and the availability of human support all play a crucial role in determining who can and cannot participate.”
Lazarevic’s PhD research shows that access to the internet or digital tools alone is not sufficient. What matters most is whether people can use these digital services independently, safely and with confidence. A lack of skills and trust often leads to dependency on family members, friends or local organisations, which can reinforce existing social inequalities.
Based on her findings, Lazarevic developed the Bank-4-All framework, a model for inclusive digital banking services. This was further expanded into INCLUSIA, a broader, rights-based framework for inclusive service provisionacross all sectors. INCLUSIA includes eight core principles, with key elements such as accessible services, clear communication, user-friendliness, institutional responsibility and equal treatment.
The research calls for a fundamental rethinking of digital inclusion as a shared responsibility between citizens, institutions and policymakers. “Digital inclusion is an essential condition for safeguarding fundamental rights in a digital society. It must become a core responsibility of all institutions,” Lazarevic concludes.
An academic chair as a lever for socially relevant research
Milica Lazarevic’s PhD is part of an academic chair, a structural partnership between the VUB and an external partner such as a company, public authority, organisation or private individual. Within such collaborations, research, education and innovation around a socially relevant theme are jointly supported and funded.
The establishment and follow-up of these sustainable partnerships are managed by the VUB Foundation, which raises philanthropic funds from companies, organisations and individuals. These resources support education, research and innovation, based on the principle that every contribution generates societal impact and feeds back into society.
For the VUB, academic chairs serve as an important bridge between academic research and practice. They ensure that scientific insights do not remain isolated, but are actively connected to societal and industrial challenges. At the same time, they provide researchers with access to new expertise, data and networks, and enhance the visibility and relevance of their work.
BNP Paribas Fortis Strengthens Its Commitment to Digital Inclusion
BNP Paribas Fortis finances this academic chair as part of its commitment to digital inclusion, a key condition for a fair society. By supporting independent research—such as Milica Lazarevic’s PhD on digital banking services—the bank helps identify structural barriers and develop solutions that benefit the entire sector.
With this chair, BNP Paribas Fortis reaffirms its role as a pioneer in inclusive banking and its commitment to sustainable social progress. The bank aims to ensure continued access to essential financial services in an increasingly digital world, while promoting innovation through research-driven frameworks such as Bank-4-All and INCLUSIA.
Laurent Loncke, Head of Retail Banking at BNP: “In practice, the bank promotes digital inclusion through a mix of physical and digital solutions. Customers can visit more than 260 branches and 650 bpost locations, while accessibleproducts such as Nickel accounts facilitate access to basic services. In addition, user-friendly tools like Easy Banking and support via the Easy Banking Centre provide an accessible digital experience, complemented by training initiatives in collaboration with Febelfin. The bank is also structurally committed, as co-founder of DigitAll and through its Inclusion Lab, where collaboration around inclusion and innovation is encouraged. In this way, BNP Paribas Fortis actively contributes to a society in which everyone can participate digitally.”
Milica Lazarevic VUB: Milica.Lazarevic@vub.be +32 (0) 494 59 72 18
Ilse Mariën VUB: ilse.marien@vub.be +32 (0) 496 28 24 88
