What Makes Mobile Banking Difficult for Older Adults? A Multi-Layer Usability Investigation
Elahe Amouzadeh, Iman Dianat, Javad Faradmal, Maryam Khalili, Mohammad Babamiri · 2026
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Description
Amouzadeh and co-authors study, in 2026, what makes mobile banking hard for older adults. They test six widely used Iranian banking apps through expert review and hands-on trials with 1,200 users aged 60 and above. Five human-computer interaction experts applied smartphone usability rules, while the older users completed tasks, rating scales, and interviews in a mixed-methods design.
The experts logged 135 usability problems, with error blocking the most severe category at a mean severity of 2.27, followed closely by visibility of system status at 2.22 on their scale. Usability scores diverged widely between apps, from 27.50 for the worst to 59.02 for the best on the hundred-point System Usability Scale. Age mattered within the older group too: users aged 60 to 63 averaged 54.2, while those aged 72 to 75 averaged 45.3 in the comparisons. Talks blamed cultural mismatches and cognitive overload as key barriers to handling money alone.
Catalog record
| CREATOR | Elahe Amouzadeh, Iman Dianat, Javad Faradmal, Maryam Khalili, Mohammad Babamiri |
|---|---|
| YEAR | 2026 |
| COLLECTION | PAPERS |
| FORMAT | TXT |
| FILE SIZE | 44 KB |
| VERSION | 1.0 |
| LICENSE | CC BY 4.0 |
| RIGHTS | CC BY |
| SOURCE | Europe PMC |