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Philosophiae Doctor - PhD / The Fourth Industrial Revolution has provided new opportunities to tackle problems in health, education, transport and many other sectors. In the financial sector, new financial technology (FinTech) is providing new ways of tackling the problem of financial exclusion. The uptake of cell phones has enabled financial service providers (FSPs) to expand into areas where the most vulnerable have hitherto been outside the reach of the banking agency model. This has ultimately allowed previously financially excluded individuals to have access to bank accounts. Through SMACT (Social Media, Mobile, Analytics, Cloud and the Internet of Things) technologies, FSPs are able to collect new types of data such as call detail record data and mobile app data which have been leveraged globally to enable the emergence of M-Pesa in Kenya, the WeChat payments module in China and KakaoBank, South Korea’s first online-only bank. The common thread in these innovations is that these are telecommunications company-led business models that have encroached into the area of finance. Such digital disruption has happened in South Africa but little is understood about how inclusive digital financial services are in the South African context. Moreover, what are the barriers to further financial inclusion, given that South Africa has significantly high bank account uptake rates? What role can the Fourth Industrial Revolution technologies have in breaking those barriers and reaching the lower-income population that has largely been mis-sold financial products that were created for the middle to upper-income population? This study sought to investigate how the diffusion of SMACT technology has contributed to financial inclusion in the South African financial services sector. The study made use of a mixed methods approach to answer this research question. Finscope data from 2012 to 2015 was used as the data source for the quantitative section and key informant interviews as the source of data for the qualitative section. The study found that roughly 80% of adults in South Africa are financially included through formal banks. Despite the near 100% uptake rates of cell phones across all income groups, proximity to an ATM or bank branch still significantly determined whether an individual accessed formal financial services. The study also found that ATM withdrawal, store withdrawal and internet banking were infrequently utilised by lower-income adults. In terms of internet banking and digital financial services in general, financial products, especially digital credit, do not appear to be well aligned with the needs of the lower-income consumer. The mismatch of financial products and the needs of lower-income consumers is further worsened by poor financial literacy levels in South Africa, especially among lower-income consumers. The study concludes that more needs to be done to increase economic inclusion, digital inclusion and financial inclusion for the lower-income population in South Africa. While consumer protection and transparency are well covered in the regulatory and legislative framework to which FSPs by and large adhere, a more inclusive and sustainable financial sector will only exist if product fit, affordability, financial literacy and convenience issues are addressed. This should happen in an enabling environment where ICT infrastructure benefits all, interoperability of digital financial services is reached and a regulatory framework more focused on financial inclusion is in place.

The rapid advancement of technology has led to evolving user needs and expectations, with a growing demand for efficient and intuitive digital experiences. Simultaneously, many young adults lack financial literacy, highlighting the need to enhance their understanding of personal finance and investment options. Bridging the generational gap and effectively engaging young adults in financial management is a significant challenge in the fintech industry. To address this, fintech companies must adapt their products to meet the specific needs of young adults. This study utilizes a design process to identify the needs and problems of young adults, aged 18 to 25, resulting in an interactive prototype of a redesigned financial dashboard. Applying the Design Thinking methodology, the research study gains a comprehensive understanding of users’ perspectives, enabling the creation of a user-centered design. Through qualitative evaluations of the prototype, this study demonstrates the impact of the redesigned financial dashboard on user engagement. Specific design elements that contribute to increased user engagement and perceived financial literacy are highlighted. This research offers valuable insights for the fintech industry to effectively engage young adults and enhance their financial literacy through tailored design solutions, ultimately improving their financial well-being. / Den snabba utvecklingen av tekniken har lett till att användarnas behov och förväntningar har förändrats, med en växande efterfrågan på effektiva och intuitiva digitala upplevelser. Samtidigt saknar många unga vuxna finansiell kunskap, vilket understryker behovet av att öka deras förståelse för privatekonomi och investeringsalternativ. Att överbrygga generationsklyftan och effektivt engagera unga vuxna i finansiell förvaltning är en betydande utmaning inom fintechbranschen. För att bemöta detta måste företagen anpassa sina produkter för att tillgodose unga vuxnas specifika behov. Den här studien använder en designprocess för att identifiera behov och problem hos unga vuxna mellan 18 och 25 år, vilket resulterar i en interaktiv prototyp av en finansiell instrumentpanel. Genom att tillämpa Design Thinking-metodiken får forskningsprojektet en omfattande förståelse för användarnas perspektiv, vilket möjliggör skapandet av en användarcentrerad design. Genom en kvalitativ utvärdering av prototypen visar studien hur den omdesignade finansiella instrumentpanelen påverkar användarnas engagemang. Specifika designelement som bidrar till ökat användarengagemang och upplevd finansiell kunskap lyfts fram. Denna forskning erbjuder värdefulla insikter för fintechbranschen för att effektivt engagera unga vuxna och öka deras finansiella kunskaper genom skräddarsydda designlösningar, vilket i slutändan förbättrar deras finansiella välbefinnande.