AI Banking for Older Adults
Designing trustworthy AI experiences for elderly users in digital finance.
The Current Problem
As banks integrate AI into their mobile apps for fraud detection, personalized recommendations, and automated customer service, elderly users are increasingly left behind or put at risk.
Cognitive Overload
Complex AI features overwhelm users unfamiliar with digital interfaces
Opacity of Decisions
AI blocks transactions without explanation, eroding trust
Scam Vulnerability
Users can't distinguish legitimate AI assistants from scam attempts
Loss of Autonomy
Over-reliance on family members for simple banking tasks
Our Design Approach
Through extensive research with elderly users and caregivers, we've developed interface patterns that restore trust and independence.
Progressive Disclosure
Reveal complexity only when needed, starting with simple actions
Trust Indicators
Clear visual cues showing when AI is making vs. suggesting decisions
Family Co-Pilot Mode
Supervised assistance that maintains user autonomy and dignity
Adaptive Pacing
Interface adjusts to user comfort and confidence levels
Interface Design Proposals
These mockups demonstrate our design principles in action. Each addresses a specific trust barrier we identified in research.
SafeBank
You decide. AI is only making a recommendation.
Bill Payment Reminder
Your electricity bill of $142.50 is due in 3 days
AI blocked an unusual login attempt from a new device.
Trust Indicator Legend:
These are simplified previews. Full interactive prototypes available in our complete package.
Research Interview Framework
A structured approach to gathering insights from elderly banking users. This framework has been refined through 50+ interviews across three studies.
Research validity depends on speaking to the right people. Our framework identifies three critical participant groups:
Primary Users (Elderly Banking Customers)
- Age 65+ with varying digital literacy levels
- Mix of early adopters and reluctant users
- Include those who have experienced AI interactions (positive and negative)
- Recruit 12-15 participants for saturation
Caregivers & Family Members
- Adult children who assist with banking
- Professional caregivers with financial oversight responsibilities
- Those who have witnessed trust breakdowns
- Recruit 8-10 participants
Bank Staff & Stakeholders
- Customer service representatives handling elderly complaints
- Branch managers with high senior populations
- Digital product managers
- Recruit 5-7 participants
Want the full design system?
Our complete research package includes wireframes, prototypes, interview scripts, and implementation guidelines.