In the race to digital services, are we leaving more people behind?

Digital identity is transforming how people access services, prove who they are, and participate in the modern world. Across borders & governmental services, humanitarian organisations and industries such as financial services, we are turning to digital ID to improve access, efficiency and security.

But this rapid progress also brings an important responsibility and challenge:

How do we make sure the move to digital is done with human-centred design, not leaving anyone behind?

More than just digital ID: Designing Service Access for People Without Documents, Devices, or Connectivity

For those already connected, digital identity can be empowering, unlocking easier access to financial support, healthcare and social services. Yet for many others, it can unintentionally create new barriers. People without smartphones, without internet access, or without formal identification can find themselves excluded from systems that were meant to include them. The same technology that promises inclusion can, if not designed thoughtfully, deepen the divide.

Digital inclusion isn’t just about being online. In the context of identity, it’s about ensuring that everyone can be recognised and served safely, securely, and with convenience.

The risk of exclusion takes many forms and affects millions of people, if digital identity systems don’t account for these realities, they risk reinforcing inequality instead of reducing it.

• Individuals without ID documents
• Those without a smartphone or poor internet access
• People with low literacy skills
• People living with disabilities and unable to collect support

Building Trust Through Human-Centred Design

Technology alone can’t guarantee inclusion. It must be implemented in ways that we trust and understand.

When designed with inclusion in mind, technology can solve the very challenges it is accused of creating.

That means designing systems that put people first - accessible, transparent, and easy to use. Accessibility in particular is vital. For example, assisted registration options as well as having the option to register a dedicated collector for those with disabilities, inclusive design ensures that digital identity is not just a technological achievement, but a human one.

• Working offline as well as online, meaning poor internet connection doesn’t block access
• Functioning independently of devices, for those without smartphones
• Embedding privacy by design, keeping end users’ identities anonymous to service providers without the need to share any personal information

A fit-for-purpose digital identity system considers how and where people live. It adapts to context, not the other way around.

Seeing You, Not Your Data: Accurate, Privacy First Identity Verification

Equally important, this technology supports privacy. The iris biometric match confirms identity without exposing personal information. An individual’s iris pattern verifies who they are but reveals nothing else about them.

This combination of security, anonymity, and inclusivity is particularly valuable in humanitarian and social welfare contexts, where protecting vulnerable populations is as important as serving them.

These real-world applications demonstrate that inclusion doesn’t mean compromising on security or privacy, it means designing systems that recognise people on their own terms.

What We’ve Learned about real service Digital ID from the Field

At IrisGuard, we’ve spent over 20 years working with clients and customers on last mile challenges. From humanitarian aid delivery to secure financial services, where beneficiaries usually have no formal identity documents, necessary for to comply with traditional KYC requirements.

In these contexts, we’ve seen how biometric technologies, particularly iris recognition, can help close the inclusion gap. Iris recognition links identity to the individual, not to their documents or digital abilities. It doesn’t require individuals to have a smartphone or a bank account.

Financial inclusion for the vulnerable

In several global refugee and humanitarian aid programmes, iris recognition has enabled people who have lost everything, including their documents, to securely access food and financial support.

For example, refugees in camp and urban settings have been able to withdraw cash assistance from ATMs or collect essential supplies from distribution centres without needing a card, PIN, or mobile device. Their iris is the key, confirming their identity in real-time and thus protecting their entitlements and providing access to crucial support.

This approach eliminates the risk of identity theft or duplication and ensures that aid reaches the right person every time.

In emerging markets, many people remain outside the formal financial system because they lack the identification required to open an account. Iris-based identity verification has enabled banking access for the unbanked, connecting individuals directly to digital wallets or assistance platforms.

Let’s work together to make inclusion a reality

One in ten people worldwide still lack legal ID. According to the article in Biometric Update reporting on new data from The World Bank, some 800 million people still cannot prove who they are. It also states that ‘…digital ID systems on their part remain out of reach for close to 3 billion people …’.

Biometric technology has modernised the way foundational ID is utilised - without requiring or mandating traditional paper documentation, or a need for being tech savvy. It makes it more secure, convenient and accessible for those who would typically be excluded from accessing digital services.

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