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Managing finances is crucial for older adults who are retired and may rely onsavings to ensure their life quality. As digital banking platforms (e.g.,mobile apps, electronic payment) gradually replace physical ones, it iscritical to understand how they adapt to digital banking and the potentialfrictions they experience. We conducted semi-structured interviews with 16older adults in China, where the aging population is the largest and digitalbanking grows fast. We also interviewed bank employees to gain complementaryperspectives of these help givers. Our findings show that older adults usedboth physical and digital platforms as an ecosystem based on perceived pros andcons. Perceived usefulness, self-confidence, and social influence were keymotivators for learning digital banking. They experienced app-related (e.g.,insufficient error-recovery support) and user-related challenges (e.g., trust,security and privacy concerns, low perceived self-efficacy) and developedcoping strategies. We discuss design considerations to improve their bankingexperiences.

"I Used To Carry A Wallet, Now I Just Need To Carry My Phone": Understanding Current Banking Practices and Challenges Among Older Adults in China