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Annals of Computer Science and Information Systems, Volume 11

Proceedings of the 2017 Federated Conference on Computer Science and Information Systems

Seniors’ experiences with online banking

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DOI: http://dx.doi.org/10.15439/2017F57

Citation: Proceedings of the 2017 Federated Conference on Computer Science and Information Systems, M. Ganzha, L. Maciaszek, M. Paprzycki (eds). ACSIS, Vol. 11, pages 623–627 ()

Full text

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.

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