Inclusion is often talked about as “the right thing to do.” But at the Money Matters Founder’s Forum, the message was clear: inclusion is a business strategy. Designing products and services for diverse users isn't just ethical; it is highly profitable.
The Business Case for Inclusion
By ignoring marginalized groups, businesses are leaving money on the table. In Africa, the largest untapped markets are often found at the base of the pyramid, in rural areas, or among previously underserved demographics.
Designing for accessibility—whether it's ensuring a mobile app works on older devices, offering voice navigation for those with low literacy, or providing flexible payment models—expands the addressable market. It forces innovation and often results in better products for everyone.
Building Trust
Inclusive businesses build stronger brand loyalty. When customers feel seen and understood, they are less likely to switch to a competitor. This is particularly important in financial services, where trust is the most critical currency.
Founders were challenged to look beyond their immediate networks when developing new products and to actively seek input from diverse user groups throughout the design process.
