An In-Depth Analysis of Automatic Teller Machine Usage by Older Adults

Abstract

The present study investigated the usage of Automatic Teller Machines (ATMs) by older adults. We conducted 100 telephone interviews of older adults wherein we queried subjects about their frequency of ATM usage. From this pool of individuals we chose eight frequent users and eight intermediate users to participate in an in-depth structured interview. The phone and structured interviews provided detailed information about usage patterns and general ATM knowledge of older adults. The interviewing technique provided insight into the concerns of older adults and the problems they encounter when using ATM technology. The results of this study provide information relevant to design and training for ATMs. Although the data are derived from a sample of older adults, any improvements of design, safety, or training will be beneficial to the population of users as a whole.

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