Understanding elderly needs

There retirees of different ages, but most of them are conservative and enjoy communicating with people in person, which is also reflected in their desire to interact with the bank offline.

Simplifying ATMs

Retirees often use ATMs, this area was the primary focus for improving.

To build an empathy map of the client's interaction with the ATM, we conducted field research and found out that it's hard for older people to understand toggles and radiobuttons logic. We made the flow simpler excluding these elements.

Optimization of the pension transfer form

After noticing the old form with document input on the first step, I decided that the funnel could be improved by putting simpler steps first, which don't require searching for documents. New flow allowed for follow-ups with those who at least started the form. A/B testing showed a 28% improvement in the funnel.

Accessible online banking

During interviews, was confirmed the hypothesis that elderly people facing difficulties with gray text and pale UI elements. Therefore, pension-related options were developed using a custom design system.