A tool to formulate interventions for older people’s access to digital services

In our digitalized world, people seek information through the internet in everyday contexts, for example, checking bank account balance, comparing insurance policies and buying transport service tickets. Although such online financial services are being used by the public, older people may not access these services due to the grey digital divide. In order to understand their complexities with digital financial services, a tool was created from qualitative data which would enable intermediaries to quantify the factors that could contribute to the challenges faced by older people. This paper discusses how the tool was created and how it could be leveraged to facilitate older people in accessing online financial services. This tool would also assist in identifying the prevalent and diverse challenges encountered by older people from different cohorts, for example, specific ethnic minority groups. Common patterns could emerge from the data acquired through this tool that could aid in creating interventions which would reduce digital exclusion.