Older adults and self-service banking: a user centred study into the behaviour of older adults interacting with automated teller machines, collected and synthesised using visual research methods

Abstract

It is now well documented that the world’s population is ageing and living longer. Thus, there is a growing emphasis on social inclusion and integration for this ageing demographic. Financial institutions implement self-service technologies to reduce costs and add customer convenience. However, there are many customer segments that do not wish to move over to self-service technology and still prefer the traditional branch interaction of using a teller.