Are you afraid of online banking?

Umi Baden-Powell (research associate at the Helen Hamlyn Centre for Design) talks to Hackney elders about their experiences of online banking and how the banks should develop their services in this digital era.

Like all our podcast episodes, this is a highly condensed edit of a much longer conversation.

The voices belong to: Elizabeth, Elon, Joyce, Rick, Sallie, Stephen and Umi.  Eight other people contributed to the live session, but are not heard on this episode.

Recorded 11 May 2018. 21 minutes.

Umi’s research agenda

The process
  • The transition from physical branches to online spaces
  • Banking innovations
    • Mobile bank branches
    • Bank lounges in hybrid spaces
    • Virtual reality
    • Robots
    • Virtual human beings
  • How will all this affect the 20-30% of people excluded from new methods?
UK data
  • 12 million adults lack digital skils
  • 5.8 million have never used the Internet
  • 1.7 million do not have bank account
  • 2.7 million people rely on cash
Technological and social barriers
  • No 3G or 4G services in some parts of UK
  • Many people do not have access to a computer
  • Banks and building societies have been shutting down 300 branches every year since 1989 — 55% of branches have been lost, including 762 lost last year alone.

Mentioned in the conversation