Managing finances is crucial for older adults who are retired and may rely on savings to ensure their life quality. As digital banking platforms (e.g., mobile apps, electronic payment) gradually replace physical ones, it is critical to understand how they adapt to digital banking and the potential frictions they experience. We conducted semi-structured interviews with 16 older adults in China, where the aging population is the largest and digital banking grows fast. We also interviewed bank employees to gain complementary perspectives of these help givers. Our findings show that older adults used both physical and digital platforms as an ecosystem based on perceived pros and cons. Perceived usefulness, self-confidence, and social influence were key motivators for learning digital banking. They experienced app-related (e.g., insufficient error-recovery support) and user-related challenges (e.g., trust, security and privacy concerns, low perceived self-efficacy) and developed coping strategies. We discuss design considerations to improve their banking experiences.
翻译:由于数字银行平台(例如移动应用程序、电子支付)逐渐取代有形平台,因此了解它们如何适应数字银行及其可能经历的摩擦至关重要。我们在中国与16个老年人进行了半结构性访谈,那里的老龄人口最大,数字银行增长迅速。我们还与银行雇员进行了访谈,以获得这些帮助提供者的补充观点。我们的调查结果显示,老年人利用有形和数字平台作为基于对立和弊感的生态系统。发现有用性、自信心和社会影响是学习数字银行的关键动力。他们经历了与应用程序有关(例如追回错误支持不足)和与用户有关的挑战(例如信任、安全和隐私问题、自我效能低等),并制定了应对战略。我们讨论了改进银行业务经验的设计考虑因素。