A study conducted by MAD Research Group from the University of Seville found the nature of online banking is confusing for people aged 55 and older. The researchers say that older adults are not comfortable navigating the digital world, and companies need to develop methods that help older adults feel more confident. They also believe that apps need appropriate signposting and clear instructions to help avoid errors and make it clear that the user performed a correct action.

E-inclusion among older people is a concern for digital developers. E-inclusion is the divide between people who have access to and understand digital technology and those who do not. Older adults are increasingly feeling excluded from the digital world. Self-sufficiency and technology anxiety influence older adults’ behavior due to a lack of understanding and the societal projection that older adults do not understand technology. The perceived usefulness of online services is also very important to the level of interest older adults have in the service.

The study showed that there is a lack of obvious benefit and usefulness and other roadblocks in 55+ app use. Older adults have shown that these technologies could be useful in their life, but they lack the confidence to use them. The study also highlighted the importance of the person's environment. For example, if a family member or loved one explains the application in a helpful way, then older adults are much more likely to use it.

The study found that viewing advertisements showing older adults using the application could raise a person’s confidence in their ability to us the app. Projection of experience helps raise confidence and lower tech anxiety.

Training, social support and advertising are the fundamentals to achieving e-inclusion with older adults. In order for older adults to be comfortable using technology, they must be guaranteed a safe, reliable, simple and private experience. Businesses have to clearly show the usability of an app to encourage confidence.

This study was published in Universal Access in the Information Society.