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

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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.
Original languageEnglish
Title of host publicationCHIIR 2023 - Proceedings of the 2023 Conference on Human Information Interaction and Retrieval
Place of PublicationNew York
Pages333–337
Number of pages5
ISBN (Electronic)9798400700354
DOIs
Publication statusPublished - 20 Mar 2023
Event2023 ACM SIGIR Conference on Human Information Interaction and Retrieval (CHIIR) - UTexas iSchool, Austin, United States
Duration: 19 Mar 202323 Mar 2023

Conference

Conference2023 ACM SIGIR Conference on Human Information Interaction and Retrieval (CHIIR)
Abbreviated titleCHIIR 2023
Country/TerritoryUnited States
CityAustin
Period19/03/2323/03/23

Keywords

  • online financial services
  • older people
  • challenges
  • human-computer interaction
  • HCI
  • digital skills

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