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

Dain Thomas; Gobinda Chowdhury; Ian Ruthven

doi:10.1145/3576840.3578324

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

Dain Thomas, Gobinda Chowdhury, Ian Ruthven

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution book

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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 language	English
Title of host publication	CHIIR '23 : Proceedings of the 2023 Conference on Human Information Interaction and Retrieval
Place of Publication	New York
Pages	333–337
Number of pages	5
DOIs	https://doi.org/10.1145/3576840.3578324
Publication status	Published - 20 Mar 2023
Event	2023 ACM SIGIR Conference on Human Information Interaction and Retrieval (CHIIR) - UTexas iSchool, Austin, United States Duration: 19 Mar 2023 → 23 Mar 2023

Conference

Conference	2023 ACM SIGIR Conference on Human Information Interaction and Retrieval (CHIIR)
Abbreviated title	CHIIR 2023
Country/Territory	United States
City	Austin
Period	19/03/23 → 23/03/23

Keywords

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

Access to Document

10.1145/3576840.3578324

Thomas-etal-CHIIR-2023-Exploring-older-peoples-challenges-on-online-banking-finance-systemsAccepted author manuscript, 813 KBLicence: Strath_1

Interview Questions: Challenges encountered by older people in the use of digital financial services
Thomas, D. (Creator) & Chowdhury, G. (Supervisor), University of Strathclyde, 22 Dec 2022
DOI: 10.15129/87314ddb-4ec9-4db9-87d7-49da8318122a
Dataset

Cite this

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title = "Exploring older people's challenges on online banking/finance systems: early findings",

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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booktitle = "CHIIR '23 : Proceedings of the 2023 Conference on Human Information Interaction and Retrieval",

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Thomas, D , Chowdhury, G & Ruthven, I 2023, Exploring older people's challenges on online banking/finance systems: early findings. in CHIIR '23 : Proceedings of the 2023 Conference on Human Information Interaction and Retrieval. New York, pp. 333–337, 2023 ACM SIGIR Conference on Human Information Interaction and Retrieval (CHIIR), Austin, Texas, United States, 19/03/23. https://doi.org/10.1145/3576840.3578324

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AU - Ruthven, Ian

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N2 - 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.

AB - 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.

KW - online financial services

KW - older people

KW - challenges

KW - human-computer interaction

KW - HCI

KW - digital skills

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BT - CHIIR '23 : Proceedings of the 2023 Conference on Human Information Interaction and Retrieval

CY - New York

Y2 - 19 March 2023 through 23 March 2023

ER -

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

Abstract

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Keywords

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Datasets

Interview Questions: Challenges encountered by older people in the use of digital financial services

Cite this