Discovering paths: identifying the main banking tasks for the elderly public in ATM

Abstract

Society can present artifacts that become complex as they encounter the elderly population. Among these complexities, this study has shown which are the main tasks that this public frequently interacts with at a self-service checkout. The data collected revealed valuable insights into how financial services can be better adapted to meet the specific needs of this audience. These findings are key to improving
the banking experience of seniors, allowing for the creation of more accessible and user-friendly solutions that align more effectively with their unique expectations and requirements. In order to collect the data, a focus group was needed, where a recruit- ment questionnaire was applied, and another questionnaire was applied in order to understand the main interaction needs of the elderly public, using the participatory design approach.