论文标题
“我曾经携带钱包，现在我只需要携带手机”：了解中国老年人当前的银行业务和挑战
"I Used To Carry A Wallet, Now I Just Need To Carry My Phone": Understanding Current Banking Practices and Challenges Among Older Adults in China
论文作者
论文摘要
管理财务对于退休的老年人至关重要，并可能依靠储蓄来确保自己的生活质量。随着数字银行平台（例如移动应用程序，电子支付）逐渐取代物理付款，因此了解它们如何适应数字银行业务及其所经历的潜在摩擦至关重要。我们在中国对16名老年人进行了半结构化访谈，那里的人口是最大的数字银行业务迅速增长。我们还采访了银行员工，以获得这些帮助给予者的互补观点。我们的发现表明，老年人将物理和数字平台用作基于感知的利弊的生态系统。感知的有用性，自信和社会影响力是学习数字银行业务的关键动机。他们经历了与应用程序相关的（例如，错误恢复支持）和与用户有关的挑战（例如，信任，安全和隐私问题，低感知的自我效能感）并制定了应对策略。我们讨论设计考虑因素以改善其银行经验。
Managing finances is crucial for older adults who are retired and may rely on savings to ensure their life quality. As digital banking platforms (e.g., mobile apps, electronic payment) gradually replace physical ones, it is critical to understand how they adapt to digital banking and the potential frictions they experience. We conducted semi-structured interviews with 16 older adults in China, where the aging population is the largest and digital banking grows fast. We also interviewed bank employees to gain complementary perspectives of these help givers. Our findings show that older adults used both physical and digital platforms as an ecosystem based on perceived pros and cons. Perceived usefulness, self-confidence, and social influence were key motivators for learning digital banking. They experienced app-related (e.g., insufficient error-recovery support) and user-related challenges (e.g., trust, security and privacy concerns, low perceived self-efficacy) and developed coping strategies. We discuss design considerations to improve their banking experiences.
