  Managing finances is crucial for older adults who are retired and may rely on
savings to ensure their life quality. As digital banking platforms (e.g.,
mobile apps, electronic payment) gradually replace physical ones, it is
critical to understand how they adapt to digital banking and the potential
frictions they experience. We conducted semi-structured interviews with 16
older adults in China, where the aging population is the largest and digital
banking grows fast. We also interviewed bank employees to gain complementary
perspectives of these help givers. Our findings show that older adults used
both physical and digital platforms as an ecosystem based on perceived pros and
cons. Perceived usefulness, self-confidence, and social influence were key
motivators for learning digital banking. They experienced app-related (e.g.,
insufficient error-recovery support) and user-related challenges (e.g., trust,
security and privacy concerns, low perceived self-efficacy) and developed
coping strategies. We discuss design considerations to improve their banking
experiences.
