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What Makes Mobile Banking Difficult for Older Adults? A Multi-Layer Usability Investigation
Elahe Amouzadeh1, Iman Dianat2, Javad Faradmal3,4
1Department of Ergonomics, Hamadan University of Medical Sciences, Hamadan, Iran.
Health Promotion Perspectives
|July 28, 2026
Summary
Mobile banking apps need design improvements for older adults to ensure digital inclusion and financial independence. Addressing usability issues like error prevention can enhance accessibility for the aging population.
Area of Science:
- Human-Computer Interaction (HCI)
- Gerontology
- Digital Health
Background:
- Mobile banking applications are increasingly vital for financial access, yet their usability and accessibility for older adults remain a significant concern.
- The digital divide disproportionately affects aging populations, limiting their ability to engage with essential digital services and maintain financial independence.
- Enhancing digital inclusion for older adults is crucial for promoting healthy aging and overall well-being.
Purpose of the Study:
- To evaluate the usability, accessibility, and ergonomic design of widely used Iranian mobile banking applications.
- To identify specific barriers hindering older adults (aged 60+) from effectively using mobile banking services.
- To provide recommendations for designing more inclusive and user-friendly mobile banking solutions for the aging demographic.
Main Methods:
- An explanatory sequential mixed-methods approach combining quantitative usability testing (System Usability Scale - SUS) and qualitative heuristic evaluation (Smartphone's Usability Heuristics - SMASH).
- Usability testing involved 1,200 older adults, while heuristic evaluation was conducted by five Human-Computer Interaction (HCI) experts.
- Statistical analyses included ANOVA for SUS scores and thematic analysis for qualitative data.
Main Results:
- A total of 135 usability issues were identified, with error prevention and visibility of system status being the most critical.
- Significant variations in SUS scores were observed across the six evaluated mobile banking applications, with scores ranging from 27.50 to 59.02.
- Younger older adults (60-63) reported higher usability scores than older participants (72-75), and qualitative data revealed cultural mismatches and cognitive overload as barriers.
Conclusions:
- Poor mobile banking app usability exacerbates the digital divide for older adults, impacting their financial independence and digital health literacy.
- Tailored design interventions, including simplified interfaces and culturally relevant features, are essential for improving access.
- Enhanced usability can promote equitable financial access, mental well-being, and social inclusion for the aging population.
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