A Tool to Formulate Interventions for Older People’s Access to Digital Services

This chapter explores the challenges older people face in accessing digital financial services, such as online banking and shopping. The text identifies key barriers like lack of digital skills, fear, and cultural traits, and introduces a novel tool that quantifies these challenges using a 6-point scale. The tool helps intermediaries and service providers understand the specific issues older adults encounter and develop tailored interventions. The chapter discusses two techniques for creating interventions: cumulative scores and color-coding barriers. Cumulative scores help determine the level of support needed, while color-coding identifies prevalent barriers across different ethnic groups. The chapter concludes by highlighting the potential of this tool to reduce the grey digital divide and the hidden costs associated with older people's reliance on support from others. The text provides a practical approach to developing inclusive solutions for older adults, making it a valuable resource for professionals in the financial services, healthcare, and technology industries.