Exploring older people's challenges on online banking/finance systems : early findings

Thomas, Dain and Chowdhury, Gobinda and Ruthven, Ian; (2023) Exploring older people's challenges on online banking/finance systems : early findings. In: CHIIR 2023 - Proceedings of the 2023 Conference on Human Information Interaction and Retrieval. ACM, USA, 333–337. ISBN 9798400700354 (https://doi.org/10.1145/3576840.3578324)

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Abstract

Use of technology is a prerequisite to conduct a normal life and people recurrently use online financial services (i.e., any website which involve monetary transactions, for example, Internet banking, online shopping, transport service websites etc.) in everyday contexts. Information interactions are affected by the nature of specific digital services as well as a number of behavioural characteristics of users. Older people aged 65 and over are often digitally excluded from the use of online financial services. We identified some reasons for non- use of financial services through semi-structured interviews with older people and employees who assist older people with digital services. Preliminary findings demonstrated that fear of financial scams, lack of digital skills and lack of help are some of the main factors which inhibit them from using digital financial services efficiently.

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