Enriching User Experience among Senior Citizens in the Digital Era: A Design-Thinking Approach to Constructing a Prototype of a Mobile Application

Abstract

The elderly contributes a large and growing population that may benefit from online banking. Current mobile apps for bank transactions ignore elder users' expectations and skills, resulting in poor app uptake and hindering their access to online banking in a digitalizing environment. We researched the behaviours of elderly people to design a bank-transaction app prototype. Seven older persons (55 to 60+) participated in a five-phase design-thinking process. Phase I (empathy and definition) semi-structured interviews revealed significant elements for phase II concept formulation (ideation). In step III (prototyping and testing), the top concept was produced as a smartphone app prototype and pilot-tested with interviews. Our participants seek language-learning tools that stimulate face-to-face social connection, an active lifestyle, and several language-learning objectives. Our novel solution improves user experience and adds functionality on a single platform. In the digital age, older people can provide crucial insight into app-based innovations meant to improve their user experience and social life. The created notion can be used to adjust current programmes for elder users.