In recent years, the increasingly popular intelligent services in the financial industry have brought convenience to people, but at the same time, some elderly people have made it difficult to use and will not use mobile banking and mobile payment. In this regard, the relevant government departments have issued a number of guidance to narrow the digital divide, and many banks and "national-level" payment applications have launched the elderly version.
What is the current acceptance and use capacity of the elderly for intelligent applications? What pitfalls do you need to avoid? How to properly "play" mobile banking and mobile payment?
Some elderly people have achieved "QR code freedom"
Surveys have shown that some elderly people's acceptance and use of intelligent applications are improving. According to the "Research on Internet Aging in the Post-epidemic Era" released by the Institute of Social Development Strategy of the Chinese Academy of Social Sciences in September 2021, due to the impact of the new crown epidemic, the demand for tools such as scanning code registration and online shopping has turned some elderly people who originally wandered outside the Wave of the Internet into "new netizens", and some elderly people have achieved "two-dimensional code freedom".
WeChat is the most commonly used social tool for the elderly, and in recent years, many people have boldly made new attempts, the most significant of which is to start using WeChat payment. The report shows that since 2017, the growth rate of WeChat payment amount for the elderly group has basically shown a straight line growth, with an increase of more than 50 times in four years.
However, when it comes to funds, there are still many elderly people who dare not use mobile payment tools and mobile banking apps. On the one hand, they do not understand the operation of these tools, worried that they will be deceived; on the other hand, some elderly people report that they cannot remember passwords, and some product designs do not consider the needs of the elderly, such as the font of the mobile banking App is relatively small, the interface is complicated, etc.
One entry point for financial institutions to help seniors cross the digital divide is to improve product design. In 2021, the China Banking and Insurance Regulatory Commission issued the Notice on Banking and Insurance Institutions Effectively Solving the Difficulties of the Elderly in Using Intelligent Technology, requiring all banking and insurance institutions to actively integrate into the construction of an age-friendly society and improve the level of online consumption facilitation, including optimizing the use process, creating mobile banking apps for the elderly and enriching products and services for the elderly.
The reporter noted that many banks and payment applications have launched an elderly version. For example, there is a version switching logo in the upper right corner of the home page of the Agricultural Bank of China Mobile Banking, which can be easily switched; the home page of the ICBC Mobile Banking App has a "large character version" entrance; the home page of the Bank of China has a "silver hair area", which can also be set in large font after clicking into it. Many local banks have also accelerated the launch of mobile banking "elderly mode" and "care model". In addition, the UnionPay Cloud FlashPay App launched the "Elderly Care Edition" Mini Program; Alipay launched the "Elderly Model".
After the transformation of the elderly version of mobile banking, the font size of the version page and some click areas have been expanded, and the recognition and operation sensitivity have also been generally improved. Taking the agricultural behavior as an example, the "big character version" mobile banking page design is simple and intuitive, with functions such as transfer, deposit, mobile phone recharge, living payment, etc., there are voice input buttons below, after entering "transfer", it will ask the payee, transfer amount and then jump to the transfer interface.
In fact, in terms of the security issues that the elderly are most concerned about, many upgraded versions of mobile banking have added security guides to guide the elderly to use the five-fold security lock to control accounts and funds step by step. Some elderly mobile banking will carry out security tips when users transfer remittances of more than 10,000 yuan, and some elderly mobile banking will facilitate the use of banking services for visually impaired groups with the help of new technologies such as image recognition and speech recognition.
【Mobile Banking Guide】
1. What accounts can I use to open mobile banking?
Under normal circumstances, the opened real-name system of confidential personal accounts can open mobile banking, including passbooks, savings cards, credit cards, wealth management cards, etc., some banks temporarily do not support the use of provident fund and securities card accounts to open mobile banking.
2. What are the general functions of the elderly version of mobile banking?
At present, most of the "elderly version" mobile banking provides transfer remittance, investment and wealth management, exclusive deposits, commonly used payment, mobile phone recharge and other services.
3. What should I do after entering the wrong mobile banking login password for many times in a row, and after the mobile banking is locked?
Due to the locking of mobile banking information due to the incorrect input of mobile banking login password, the system of many banks will automatically unlock it the next day. Users can also choose to bring valid documents and bank cards to the bank counter to unlock.
4. How to ensure the security of mobile payment password?
1) Increase the password length. Mobile banking passwords can be set to 8 to 20 digits in length, and the security factor of longer passwords is relatively high.
2) The password character combination is as complex as possible. Using a mixed and irregular string of numbers and letters as a password will help improve the security factor of the password. It is not recommended to use simple strings or use regular/easily guessable strings as passwords (e.g., strings such as phone number, license plate number, house number, birthday, ID number, etc.) as passwords.
3) Change your password regularly. Changing passwords regularly is also an effective way to prevent password leaks.
4) Do not disclose your password to others at any time.
5) Make the necessary occlusion when using.
5. After the mobile phone is lost, how to ensure the safety of the funds in the associated account?
Timely application for freezing of bank cards and payment services associated with it; if the mobile phone has a remote lock function and the user masters the relevant operation methods, after the mobile phone is lost, the mobile phone will be locked immediately, and if necessary, the mobile phone will be directly emptied.
6. How to better ensure the security of mobile payment?
1) Develop good mobile phone usage habits. Keep the mobile phone at any time, install reliable security software, do not click on unknown links, do not scan the QR code that cannot be confirmed to be safe at will, and the mobile phone is handled abnormally in a timely manner.
2) Keep personal information, including id cards, bank cards, mobile phone verification codes and other privacy information.
3) Turn off the small amount password-free payment function, set the daily transaction limit, etc.
【Mom and Dad say】
How receptive are older people to mobile banking?
The reporter recently interviewed more than a dozen elderly people over the age of 60 in Beijing, many of whom still tend to go to the bank's offline branches to do business, because they "don't know" mobile banking, and the types of daily business are relatively single; most of them do not know that there is an elderly version of the financial App, but under the premise of safety, they do not reject trying to use it. There are also many respondents who have adapted to digital life, and daily payment of utility bills and travel payments are all online operations.
Ms. Li (pseudonym), who is nearly 70 years old, said she chose to do business at offline bank outlets more because she was "more at ease" because she was "more at ease." She downloaded mobile banking, but it was more of a child who helped to operate it, because she was "not skilled, afraid of mistakes."
Mr. Zhou (pseudonym), a retired man, said he didn't know much about ageing financial apps, but if he did, he was willing to use them.
For the understanding of ageing financial apps, one respondent believes that it is "safe and as simple as possible" because the elderly are slow to accept modern things. He feels that the current mobile banking pages and functions are more complicated, and it is not easy to find the entrance to the required business.
Ms. Zhao (pseudonym), 61, is very comfortable with digital life. She said that she generally does not use cash, the transfer is online, feel "more convenient", "last year we drove to Yunnan, only 1,000 yuan in cash in our pockets (basically online payment). But she also didn't know that there was an older version of mobile banking.
Another lady can also skillfully pay online, "Now that smart meters are installed at home, it is easy to pay at home." She said.
Beijing News shell financial reporter Cheng Weimiao Ji Zhe Wang Kaiyi Ren Wanqing Editor Chen Li Proofreader Yang Xuli