DigitAll Learning Lunch | Learning Chair Inclusion in the banking sector
Digital inclusion is not just about getting people online. It is about whether people can actually use digital services in ways that are meaningful, safe, and dignified. In this Learning Lunch, PhD researcher Milica Lazarevic presents the key findings of her doctoral dissertation using the banking sector as a lens to examine some of the most pressing questions in inclusive service design today.
What does it really take for digital services to work for everyone? Who bears responsibility when they don't? And how can academia, public institutions, civil society, and the private sector collaborate to close the gap between digital transformation and genuine inclusion? Expect research-grounded insights that connect directly to the work our ecosystem does every day.
This PhD Research was Chaired by BNP Paribas Fortis.
Speaker
Milica Lazarevic
PhD Researcher · Digital Inclusion & Inclusive Service Delivery
Milica Lazarevic is a doctoral researcher whose work sits at the intersection of digital inclusion, human rights, and service design.
Her PhD dissertation examines how the digitisation of essential services — with banking as the central empirical
focus — shapes who is effectively included or excluded in today's digital society.
Through fieldwork, co-creation, and conceptual framework development, Milica's research challenges the assumption that digital inclusion is primarily an individual responsibility — and argues instead that it is a systemic, institutional, and societal one. Her work has resulted in two practical frameworks designed to guide more equitable and human-centred service delivery
across sectors.
What you can expect
Research-backed insights on what digital inlcusion actually requires from institutions – not just individuals
Two practical frameworks you can connect to your own work in service design, policy, or digital adoption.
A perspective that bridges academia and practice — and makes the case for exactly the kind of cross-sector collaboration DigitAll is built on.
Time for Q&A with Milica and the DigitAll community.
Whether you work in banking, public services, digital skills, or policy — if inclusive service delivery matters to your work, this is for you. Register now and share this event with anyone who should be in the room.
How to join the webinar?
Register to the event through this event page
You will receive a registration email
Ali, our Community Lead, keep a close eye on the subscriptions and will add you to a Teams link where the webinar will take place
For educational purposes and to keep a record of all our amazing speakers and experts, we always record our webinars online. If you prefer not to be seen in one, you can always choose to turn your camera off. (Even if we prefer to see the faces of the people who are joining us! 😊)
If you have any issues with registration, please reach out to ali.chari@digitall.be, he'll gladly help you!