Completed Project Case Study: Designing Age-Friendly Digital Banking Technologies 

Summary 

The DEFEND project, funded by UKFin+ and led by Dr Nicholas Micallef (Swansea University) with Dr Sayan Sarcar (Birmingham City University) in partnership with Swansea Council, explored how older adults experience digital banking. The research revealed barriers around trust, privacy, and usability, while also highlighting opportunities for innovation. Through participatory workshops and co-design, DEFEND identified ways to make digital banking safer, more inclusive, and more supportive for older people. 

The Challenge 

Digital banking is rapidly becoming the standard, yet many older adults face the risk of exclusion. Feeling left behind by new technologies, worrying about fraud, or struggling with complex interfaces can create barriers. As bank branches close and the UK embraces a cashless economy, these challenges risk financial exclusion and independence. 

In response to this urgent need, academics Dr Micallef and Dr Sarcar, in collaboration with Swansea Council, have acted through the DEFEND research project. This initiative aims to understand the lived experiences of older adults and empowers them by co-creating solutions that accurately reflect their needs.

The Research Approach 

The project used a two-phase participatory design process: 

Phase 1: Workshops with older adults explored experiences, barriers, and attitudes to security and privacy in digital banking. Scenario-based activities highlighted how participants respond to scams and security prompts. Learning was supported through educational sessions focused on fraud awareness. 

Phase 2: Participants engaged with multi-factor authentication tools such as fingerprint readers and face recognition, then co-designed a digital journey for booking a cruise holiday. This provided insights into balancing security with convenience and showed how trust could be rebuilt through thoughtful design. 

Collaboration with Swansea Council ensured the research connected directly to policymaking and service delivery. 

Key Findings 

• Trust deficit: Loss of face-to-face banking interactions created a confidence gap in digital services. Older adults value human contact and support when navigating financial services.  

• Persistent knowledge gap: Participants described feeling they are always “catching up” with fast-changing technologies, which reinforced anxiety and reluctance to engage.  

• Security vs. convenience: Older adults valued stronger protections, such as biometrics, to protect them from scams, but they needed clear explanations and reassurance about their use. 

• Sophisticated awareness: Contrary to common assumptions, many participants demonstrated a nuanced understanding of risks and used strategies such as calling their bank to verify. 

The Impact 

For Older Adults 

The research project offered not only practical education about fraud prevention but also empowerment and the sense that their views can shape the digital tools they are expected to use. 

For Local Government and Policy 

For Swansea Council, the DEFEND project provided evidence to inform policymakers and laid the groundwork for innovative support systems, such as digital kiosks with guided banking assistance and literacy tools. The project team also held conversations with the Older Persons Commissioner for Wales, who expressed interest in following the research’s development, and presented findings to the Ageing Well Steering Committee to inform ongoing discussions. 

For Industry 

The research finding challenged assumptions that older adults resist technology, showing that usability, trust, and reassurance are the real barriers. It also highlighted opportunities to design authentication and customer support features that inspire confidence while protecting users. 

What Happens Next 

Findings were presented at the UKFin+ Research Showcase and shared with industry and policy audiences. Swansea Council is now working with the research team to develop pilot interventions, including digital kiosks offering guided support and real-time security education. Discussions with policymakers and industry partners are ongoing, with the aim of scaling inclusive banking solutions across Wales and beyond.  

Quotes from Academics 

“Our partnership with Swansea Council was crucial in understanding the challenges older adults face with online banking and financial technologies. We observed how older adults seek assistance from Swansea Council staff to navigate these issues. This challenge extends beyond Swansea Council, affecting other councils across the UK and various aging support centres. This widespread need highlights a significant opportunity: developing new technologies that not only empower older adults in their digital interactions but also alleviate the burden on these institutions.” 

UKFin+ Role 

UKFin+ funding and network connections enabled the collaboration of researchers, local government, and community voices. By linking academic expertise with real-world challenges, the network ensures that research is not just theoretical but delivers tangible impact for society, industry, and policy.