Selected Approach
Elderly User Experience (UX) Improvement Framework
Problem Analysis / UX DesignThis framework identifies the psychological and physical barriers elderly people face when using digital banking, leading to solutions in both UI improvement and support systems.
This is the most suitable framework because it allows for a deep dive into specific issues such as age-related vision decline and anxiety regarding operations, while simultaneously considering UI improvements and support systems that directly lead to reducing the burden on staff.
Identifying Barriers to Use for the Elderly
Use sticky notes to list the psychological and physical barriers that cause elderly people to hesitate in using digital banking.
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Evaluate the priority of barriers.
Organize the barriers for seniors identified in Step 1 along two axes—"Customer Stress Level" and "Bank Improvement Cost"—to clarify the priorities to be addressed.
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Developing specific solutions
For high-priority barriers, we will devise specific measures from both the perspectives of app screen improvements and in-branch human support.
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Implementation Schedule and Division of Roles
We will develop a roadmap specifying when and which department will be responsible for implementing the concrete measures.
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Summary and Next Steps
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