A Foundational Framework for Digitally Onboarding First-Time Users in Low-Banking Penetration Regions of Africa

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@article{1709934,
      author = {Kujore Victoria Omotayo, Chinelo Harriet Okolo},
      title = {A Foundational Framework for Digitally Onboarding First-Time Users in Low-Banking Penetration Regions of Africa},
      journal = {Iconic Research And Engineering Journals},
      year = {2019},
      volume = {2},
      number = {12},
      pages = {294-306},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1709934.pdf},
      abstract = {This paper presents a foundational framework for digitally onboarding first-time users in low-banking penetration regions of Africa, where financial exclusion remains a persistent barrier to inclusive development. While mobile connectivity and fintech innovations have expanded the reach of financial services, the onboarding process continues to represent a critical point of failure, especially for users encountering digital platforms for the first time. Drawing on behavioral adoption theories and digital inclusion models, the paper underscores the importance of onboarding as a gateway to financial engagement, user trust, and long-term service retention. The framework is developed through a synthesis of human-centered design principles, simplicity, clarity, and inclusivity, as well as contextual insights into infrastructural, cultural, and regulatory conditions affecting onboarding. It is structured around five interdependent components: identity, access, interaction, support, and retention. These elements function as a flexible system to accommodate diverse user realities, from limited connectivity and low digital literacy to gendered access barriers and informal identification methods. Beyond design guidance, the paper explores the implications of the framework for financial service providers, policymakers, and development actors. It contributes to the academic discourse by positioning onboarding as foundational infrastructure within digital financial ecosystems. Ultimately, the paper advocates for onboarding as a transformative process essential to enabling digital citizenship and accelerating financial inclusion across Africa.},
      keywords = {Digital Onboarding, Financial Inclusion, User-Centered Design, Low-Banking Penetration, Digital Financial Services, Africa},
      month = {June},
  }