UX Research on Improving PPR System Usability for Older Adults

This research aims to improve the usability of the Paperless Process Reengineering (PPR) system for senior citizens. In the wake of COVID-19, the rapid digital shift in banking services has underscored the issue of digital exclusion of the elderly. For older adults compelled to go to the bank in person to handle their transactions due to their limited digital literacy, using PPR systems for processing electronic documents is notably challenging. Hence, it is imperative to comprehend the specific contexts, types of information, and input challenges that seniors encounter with PPR systems to make them more user-friendly. This study employed qualitative research methods to discover the usability shortcomings of the extant PPR system, particularly for the elderly in South Korea. Through desk research and stakeholder interviews, we pinpointed key issues such as suboptimal visibility and intricate task flows. Field observations at a bank branch further identified prevalent usability issues, including struggles with touchscreen interfaces, handwriting input inaccuracies, and difficulties in interpreting screen content. Usability tests, utilizing prototypes of two different concept designs and two rounds of in-depth interviews with fifteen users over the age of 60, revealed a distinct preference among the age groups for varied input methods depending on the data type. Overall, senior users preferred handwriting for short words over QWERTY keyboard and a two-row, large-button keypad for numeric entry over a three-row keypad. The outcomes of this study propose essential design guidelines that can significantly contribute to the banking industry’s efforts to improve service experiences for the elderly at physical branches, especially in an era where the digital exclusion of this demographic is increasingly recognized.