Reimagining the Everyday Banking Experience for Older Adults
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Date
2024-05
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Publisher
The Ohio State University
Abstract
Many older adults rely on digital banking due to their physical limitations and decreasing access to traditional banks. However, they prefer human interaction and have concerns about their technological ability and security. Troubleshooting online banking poses challenges to older adults, hindering their ability to manage finances independently, which is a desire they strongly hold.
The Huntington Bank Pop-Up Truck aims to offer a more personalized banking experience by bringing in-person services and employees directly to older adults. Starting in Columbus, the truck will visit 23 independent living facilities monthly, welcoming all residents regardless of their bank affiliation.
For those unable to sign up online, each facility will provide a sign-up sheet for private 30-minute truck sessions addressing their banking needs. The truck ensures accessibility with features like a low chassis and ramp for mobility aids. Inside, it’s welcoming and equipped with storage, comfortable seating, a large screen, and a setup for face-to-face interaction and collaboration. The onboard employee uses the truck’s interaction guide to assist with typical bank services (except those involving cash). Whether assisting with transactions, providing answers, or sharing Huntington services, the employee caters to customers’ preferences.
The Huntington Bank Pop-Up Truck initiative empowers older adults to bank independently while fostering customer loyalty and forging new relationships for Huntington Bank.
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Keywords
Everyday Banking, User Experience, Codesign, Design for Older Adults