Date of Publication :5th January 2026

Abstract: Although Digital Banking has increased operational efficiencies in India, this did not originate from a design intent, and unfortunately, it has proven to be a challenge for more than 60 per cent of all older adults (aged 60+) living in the country. In particular, this is most visible amongst the elderly population living in the 60-80 years age range within the rural and semi-rural regions of Maharashtra, along with areas where digital technology is restricted, and where access to training on continuing Digital Literacy is limited. A number of elderly adults struggle each day to properly manage their finances, and the types of issues faced by these consumers on a daily basis include: viewing their accounts; managing their pension/fixed deposit; monthly budgeting; identifying fraudulent transactions; and requiring assistance from a family member or other third party in order to pay bills and/or rent, etc. The purpose of this conference paper is to outline the extent to which current digital banking systems can assist older consumers with their daily financial management. The research methodology used in this research study consists of qualitative surveys conducted with elderly consumers and banking professionals, and a literature review of past research studies related to aging and digital financial inclusion. The findings of this research study indicate that there are large gaps in the areas of usability, trust, emotional support, and continuous human assistance within the currently available digital banking systems. Therefore, the authors recommend that the banking systems be developed based on an empathetic and human-centered approach, utilizing enhanced digital experiences and providing both informational financial guidance and human assistance at the consumers' point of need.

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