Seniors better off online?

Seniors better off online?

Enzing, T.J.

Van Engers, J. (mentor)

Industrial Design Engineering

Industrial Design

Master of Science Design for Interaction

2015-11-06

In the near future nearly all bank branches and mailboxes will disappear because digital services have become the standard. Especially seniors find it very hard to make the necessary switch to online banking. The literature study and user research of this thesis identified 5 main issues that seniors face related to online banking: Society is digitalizing at a fast pace and seniors feel neglected and left out. Seniors are frustrated with their bank because the services they use are disappearing while the board of directors receives extra bonuses. The foremost hurdle of seniors towards online banking is a lack of trust in the security of the internet. Seniors prefer to stick to offline banking because it gives them a feeling of control over their finances. Seniors feel digitally helpless online and stress out when they have to use a digital device. The final design presented in this thesis consists out of a workshop in combination with a new website. The service is called: Cursus Eenvoudig Internet Bankieren (CEIB) and the new website: Eenvoudig Internet Bankieren (EIB). The combination tries to address the trust and usability concerns that seniors have when banking online. Senior customers are invited by mail and if necessary by phone to participate in a CEIB workshop. During the first part of the workshop seniors are introduced to EIB and are informed how to safely bank online. In the second part of the workshop, they can practice EIB supported by an ABN AMRO employee. The workshop should be a fun experience and give seniors the trust and confidence to use EIB at home. EIB is a website especially designed for senior users. Through this website they can to transfer money and check their bank statements. The design of the website is optimized to fit their needs and mental model. This way the design makes sure seniors can and will use the website autonomously at home. Designing a website for seniors is more than just creating a simple design. The key is not to create the quick interaction younger people desire but a understandable design that provides control and overview. To guide designers in the further development of this website 10 design principles have been defined that will help create the best usability experience for seniors.

seniors
ABN AMRO
DFI
design for interaction
digital
website

http://resolver.tudelft.nl/uuid:c9aa7b45-cb04-46ff-b50d-c7afe350824d

2016-11-06

Campus only

Student theses

master thesis

(c) 2015 Enzing, T.J.