Are older people battling with digital financial services?

Thomas, Dain and Chowdhury, Gobinda and Ruthven, Ian (2024) Are older people battling with digital financial services? In: iConference 2024, 2024-04-22 - 2024-04-26.

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The proliferation of technology is the cause of converting many of the services to digital form which pressurizes everyone to adopt the internet. Online services which consist of financial transactions are required in this digital realm to gain benefits which would result in leading a convenient life in various ways. However, older people aged 65 and over are encountering obstacles that exclude them from the use of digital financial services, for example, fear, lack of experience/knowledge and interface issues. We discovered how older people interact with these services and some explanations for why older people in Scotland do not leverage these services. Data was collated from 14 semi-structured interviews with older people (those aged 65 and over) and intermediaries. Consequently, the hidden costs of not using digital financial services were revealed. Not only do these costs produce an impact on the everyday lives of older people but also on people who aid them with digital financial services.