During this phase, we conducted extensive desk research to understand the characteristics of older adults and their digital banking habits. We analyzed existing PPR systems and identified common issues related to visibility, touchscreen interfaces, and task flow. Stakeholder interviews provided further insights into the practical limitations of the system from both user and expert perspectives.
Based on the research findings, two design concepts were created to address the usability challenges faced by older adults. The first concept focused on simplifying input tasks by reducing the number of fields presented at once, while the second concept emphasized enhancing visibility and touch interaction. Both concepts were developed into prototypes, with key differences in UI component sizes, text clarity, and the integration of voice guidance.
We conducted two rounds of user testing with seniors over the age of 60. Participants interacted with both prototypes, providing valuable feedback on input methods for short words, numbers, and amounts. The results showed a clear preference for larger button sizes, simplified layouts, and the use of handwriting for short text entries. This phase helped us refine the prototypes to better meet the cognitive and physical needs of older adults.
After synthesizing the data from usability testing, we finalized the design guidelines. The key recommendations included: allowing only one piece of information to be entered at a time, separating input and verification areas, and ensuring clear confirmation before proceeding to the next task. These principles were designed to minimize user errors and improve confidence, ultimately making the PPR system more accessible for senior users.
