Seniors' experiences with online banking

Abstract

Older adults are the fastest growing segment of the population worldwide. This paper presents a evaluation of the user experience of two online web-banking sites from an older user's point of view. We therefore conducted a usability testing employing 12 older participants, in order to analyze the needs and issues faced by this user group when performing real-world tasks. The study involved six tasks which users were required to complete within a specific time. Most of the participants were interested in learning to use online banking. Our results show that older persons do not find web-banking sites easy or user-friendly. Our qualitative findings revealed that both of the web-banking sites we examined presented problems. Implications for the future include the need to redesign bank websites so as to include guidelines and other suggestions made in this study.