Celine Latulipe
Ronnie Dsouza
ABSTRACT
We present results of a survey (n=42) investigating how close others (family members, friends, or other community members) assist older adults with banking tasks in Canada. We asked what types of banking tasks they help with and what modalities they used. Our results show many close others help older adults by leveraging online banking, and this is especially true when the close other is an older adult themselves. We also found that close others who help older adults via online banking often know the online banking credentials for the older adults they assist, which presents privacy and security issues and could open the door to financial exploitation. Our results demonstrate the need for the design of online banking mechanisms that more explicitly acknowledge the nuanced and temporally changing role of close others in helping older adults with banking.
Supplemental Material
- Eiman Ahmed, Brandon DeLuca, Emily Hirowski, Connor Magee, Ivan Tang, and Jean F Coppola. 2017. Biometrics: Password replacement for elderly?. In 2017 IEEE Long Island Systems, Applications and Technology Conference (LISAT). IEEE, 1–6.Google Scholar
- Jason Allen, Walter Engert, 2007. Efficiency and competition in Canadian banking. Bank of Canada Review 2007, Summer (2007), 33–45.Google Scholar
- Hilary Arksey, Anne Corden, Caroline Glendinning, and Michael Hirst. 2008. Managing money in later life: help from relatives and friends. Benefits 16, 1 (2008), 47–59.Google Scholar
- Belén Barros Pena, Rachel E Clarke, Lars Erik Holmquist, and John Vines. 2021. Circumspect Users: Older Adults as Critical Adopters and Resistors of Technology. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1–14.Google ScholarDigital Library
- Nienke Bleijenberg, Alexander K Smith, Sei J Lee, Irena Stijacic Cenzer, John W Boscardin, and Kenneth E Covinsky. 2017. Difficulty managing medications and finances in older adults: A 10-year cohort study. Journal of the American Geriatrics Society 65, 7 (2017), 1455–1461.Google ScholarCross Ref
- Lilian Bernadina Josefina Bosch and Marije Kanis. 2016. Design Opportunities for Supporting Informal Caregivers. In Proceedings of the 2016 CHI Conference Extended Abstracts on Human Factors in Computing Systems (San Jose, California, USA) (CHI EA ’16). ACM, New York, NY, USA, 2790–2797. https://doi.org/10.1145/2851581.2892354Google ScholarDigital Library
- Vela Canada. 2021. What is a Microboard?https://velacanada.org/services/microboards/Google Scholar
- Jonathan Chagnon, Carol D’Aoust, Patrice Dion, Nora Galbraith, Elham Sirag, and Yu Zhang. 2019. Population Projections for Canada (2018 to 2068), Provinces and Territories (2018 to 2043). https://www150.statcan.gc.ca/n1/pub/91-520-x/91-520-x2019001-eng.htmGoogle Scholar
- Athena CY Chan and Marlene S Stum. 2020. The state of theory in elder family financial exploitation: A systematic review. Journal of Family Theory & Review 12, 4 (2020), 492–509.Google ScholarCross Ref
- Yunan Chen, Victor Ngo, and Sun Young Park. 2013. Caring for Caregivers: Designing for Integrality. In Proceedings of CSCW ’13 (San Antonio, Texas, USA). ACM, New York, NY, USA, 91–102.Google ScholarDigital Library
- Dan Ciuriak. 2013. Canadian and US Financial Sector Stability Differences over Long History: Is There a Unifying Explanation?(2013).Google Scholar
- Marguerite DeLiema. 2018. Elder fraud and financial exploitation: Application of routine activity theory. The Gerontologist 58, 4 (2018), 706–718. Significantly more fraud victims were childless compared with financial exploitation victims. Fraud perpetrators took advantage of elders when they had no trustworthy friends or relatives to safeguard their assets..Google ScholarCross Ref
- Paul Dunphy, Andrew Monk, John Vines, Mark Blythe, and Patrick Olivier. 2014. Designing for spontaneous and secure delegation in digital payments. Interacting with Computers 26, 5 (2014), 417–432.Google ScholarCross Ref
- Paul Dunphy, John Vines, Lizzie Coles-Kemp, Rachel Clarke, Vasilis Vlachokyriakos, Peter Wright, John McCarthy, and Patrick Olivier. 2014. Understanding the experience-centeredness of privacy and security technologies. In Proceedings of the 2014 New Security Paradigms Workshop. 83–94.Google ScholarDigital Library
- Paul Dunphy, John Vines, Andrew Monk, Mark Blythe, and Patrick Olivier. 2014. Understanding Financial Practices: Experiences with ‘Eighty Somethings’ and the Underbanked. In Proceedings of CHI 2014 Conference on Human Factors in Computer Systems. ACM New York, NY.Google Scholar
- Lisa L. Engel, Dorcas E. Beaton, Robin E. Green, and Deirdre R. Dawson. 2019. Financial Management Activity Process: Qualitative inquiry of adults with acquired brain injury. Canadian Journal of Occupational Therapy 86, 3 (2019), 196–208. arXiv:https://doi.org/10.1177/0008417419833839Google ScholarCross Ref
- Véronique Faucounau, Ya-Huei Wu, Mélodie Boulay, Marina Maestrutti, Anne-Sophie Rigaud, 2009. Caregivers’ requirements for in-home robotic agent for supporting community-living elderly subjects with cognitive impairment. Technology and Health Care 17, 1 (2009), 33–40.Google ScholarDigital Library
- Dinei Florencio and Cormac Herley. 2007. A large-scale study of web password habits. In Proceedings of WWW ’07. ACM, 657–666.Google ScholarDigital Library
- Rachel L. Franz, Cosmin Munteanu, Barbara Barbosa Neves, and Ronald Baecker. 2015. Time to Retire Old Methodologies? Reflecting on Conducting Usability Evaluations with Older Adults. In Proceedings of the 17th International Conference on Human-Computer Interaction with Mobile Devices and Services Adjunct(Copenhagen, Denmark) (MobileHCI ’15). ACM, New York, NY, USA, 912–915. https://doi.org/10.1145/2786567.2794303 When creating tech for OAs with daily use in mind, their support network aka close others should be kept in mind when designing the product. As they will be helping the OAs use the system..Google ScholarDigital Library
- Alisa Frik, Julia Bernd, Noura Alomar, and Serge Egelman. 2020. A qualitative model of older adults’ contextual decision-making about information sharing. In Workshop on the Economics of Information Security (WEIS 2020).Google Scholar
- Alisa Frik, Leysan Nurgalieva, Julia Bernd, Joyce S. Lee, Florian Schaub, and Serge Egelman. 2019. Privacy and Security Threat Models and Mitigation Strategies of Older Adults. In Proceedings of the Fifteenth USENIX Conference on Usable Privacy and Security (Santa Clara, CA, USA) (SOUPS’19). USENIX Association, Berkeley, CA, USA, 21–40. http://dl.acm.org/citation.cfm?id=3361476.3361479Google ScholarDigital Library
- Reza Ghaiumy Anaraky, Kaileigh Angela Byrne, Pamela J Wisniewski, Xinru Page, and Bart Knijnenburg. 2021. To Disclose or Not to Disclose: Examining the Privacy Decision-Making Processes of Older vs. Younger Adults. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1–14.Google ScholarDigital Library
- Jarod T Giger and Martha Markward. 2011. The need to know caregiver perspectives toward using smart home technology. Journal of social work in disability & rehabilitation 10, 2(2011), 96–114.Google ScholarCross Ref
- John Greenwood. 2013. Canadian banks win top marks from World Economic Forum. https://financialpost.com/news/fp-street/canadian-banks-win-top-marks-from-world-economic-forumGoogle Scholar
- Peter A Hall, Lizzie Coles-Kemp, Claude Heath, 2018. Holding onto Dissensus: the participatory co-design of security. Strategic Design Research Journal 11, 2 (2018). using lego to model security in home-banking, UK, participatory design.Google Scholar
- Vicki L. Hanson. 2009. Age and Web Access: The Next Generation. In Proceedings of the 2009 International Cross-Disciplinary Conference on Web Accessibililty (W4A) (Madrid, Spain) (W4A ’09). ACM, New York, NY, USA, 7–15. https://doi.org/10.1145/1535654.1535658Google ScholarDigital Library
- Paul A Harris, Robert Taylor, Robert Thielke, Jonathon Payne, Nathaniel Gonzalez, and Jose G Conde. 2009. Research electronic data capture (REDCap)—a metadata-driven methodology and workflow process for providing translational research informatics support. Journal of biomedical informatics 42, 2 (2009), 377–381.Google ScholarDigital Library
- Dominik Hornung, Claudia Müller, Irina Shklovski, Timo Jakobi, and Volker Wulf. 2017. Navigating Relationships and Boundaries: Concerns Around ICT-uptake for Elderly People. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems (Denver, Colorado, USA) (CHI ’17). ACM, New York, NY, USA, 7057–7069. https://doi.org/10.1145/3025453.3025859Google ScholarDigital Library
- Amanda Hunsaker, Minh Hao Nguyen, Jaelle Fuchs, Gökçe Karaoglu, Teodora Djukaric, and Eszter Hargittai. 2020. Unsung helpers: older adults as a source of digital media support for their peers. The Communication Review 23, 4 (2020), 309–330.Google ScholarCross Ref
- Mark S Lachs and S Duke Han. 2015. Age-associated financial vulnerability: An emerging public health issue. Annals of internal medicine 163, 11 (2015), 877–878.Google ScholarCross Ref
- Celine Latulipe, Syeda Fatema Mazumder, Rachel KW Wilson, Jennifer W Talton, Alain G Bertoni, Sara A Quandt, Thomas A Arcury, and David P Miller. 2020. Security and Privacy Risks Associated With Adult Patient Portal Accounts in US Hospitals. JAMA Internal Medicine 180, 6 (2020), 845–849.Google ScholarCross Ref
- Celine Latulipe, Sara A Quandt, Kathryn Altizer Melius, Alain Bertoni, David P Miller Jr, Douglas Smith, and Thomas A Arcury. 2018. Insights into older adult patient concerns around the caregiver proxy portal use: qualitative interview study. Journal of medical Internet research 20, 11 (2018), e10524.Google ScholarCross Ref
- M Powell Lawton and Elaine M Brody. 1969. Assessment of older people: self-maintaining and instrumental activities of daily living. The gerontologist 9, 3_Part_1 (1969), 179–186.Google Scholar
- Raeann G LeBlanc. 2017. Reciprocity in Caregiving Relationships: Contexts in Later Life. International Journal of Human Caring 21, 3 (2017), 151–158.Google ScholarCross Ref
- Peter Alexander Lichtenberg, Michael A Sugarman, Daniel Paulson, Lisa J Ficker, and Annalise Rahman-Filipiak. 2016. Psychological and functional vulnerability predicts fraud cases in older adults: Results of a longitudinal study. Clinical Gerontologist 39, 1 (2016), 48–63.Google ScholarCross Ref
- Brian D Loader, Michael Hardey, and Leigh Keeble. 2009. Digital welfare for the third age: Health and social care informatics for older people. Routledge.Google Scholar
- Sana Maqbool and Cosmin Munteanu. 2018. Understanding Older Adults’ Long-term Financial Practices: Challenges and Opportunities for Design. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems (Montreal QC, Canada) (CHI EA ’18). ACM, New York, NY, USA, Article LBW546, 6 pages. https://doi.org/10.1145/3170427.3188677Google ScholarDigital Library
- Pauline Marsh and Lisa Kelly. 2018. Dignity of risk in the community: a review of and reflections on the literature. Health, Risk & Society 20, 5-6 (2018), 297–311.Google ScholarCross Ref
- Nora McDonald and Helena M Mentis. 2021. Building for ‘We’: Safety Settings for Couples with Memory Concerns. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1–11.Google ScholarDigital Library
- Nora Mcdonald and Helena M. Mentis. 2021. “Citizens Too”: Safety Setting Collaboration Among Older Adults with Memory Concerns. ACM Trans. Comput.-Hum. Interact. 28, 5, Article 31 (Aug. 2021), 32 pages. https://doi.org/10.1145/3465217Google ScholarDigital Library
- Andrew McNeill, Pam Briggs, Jake Pywell, and Lynne Coventry. 2017. Functional Privacy Concerns of Older Adults About Pervasive Health-monitoring Systems. In Proceedings of the 10th International Conference on PErvasive Technologies Related to Assistive Environments (Island of Rhodes, Greece) (PETRA ’17). ACM, New York, NY, USA, 96–102. https://doi.org/10.1145/3056540.3056559Google ScholarDigital Library
- Andrew R. McNeill, Lynne Coventry, Jake Pywell, and Pam Briggs. 2017. Privacy Considerations when Designing Social Network Systems to Support Successful Ageing. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems (Denver, Colorado, USA) (CHI ’17). ACM, New York, NY, USA, 6425–6437. https://doi.org/10.1145/3025453.3025861Google ScholarDigital Library
- Tamir Mendel and Eran Toch. 2019. My mom was getting this popup: Understanding motivations and processes in helping older relatives with mobile security and privacy. Proceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies 3, 4 (2019), 1–20.Google ScholarDigital Library
- Helena M. Mentis, Galina Madjaroff, and Aaron K. Massey. 2019. Upside and Downside Risk in Online Security for Older Adults with Mild Cognitive Impairment. In Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems (Glasgow, Scotland Uk) (CHI ’19). ACM, New York, NY, USA, Article 343, 13 pages. https://doi.org/10.1145/3290605.3300573 The research found that cognitively impaired OAs do have some basic level of security in place although they may be unaware of it. These are implemented in different ways and some of them are independent of a close other..Google ScholarDigital Library
- David R. Millen, Claudio Pinhanez, Jofish Kaye, Silvia Cristina Sardela Bianchi, and John Vines. 2015. Collaboration and Social Computing in Emerging Financial Services. In Proceedings of the 18th ACM Conference Companion on Computer Supported Cooperative Work & Social Computing (Vancouver, BC, Canada) (CSCW’15 Companion). ACM, New York, NY, USA, 309–312. https://doi.org/10.1145/2685553.2685562Google ScholarDigital Library
- Savanthi Murthy, Karthik S Bhat, Sauvik Das, and Neha Kumar. 2021. Individually Vulnerable, Collectively Safe: The Security and Privacy Practices of Households with Older Adults. Proceedings of the ACM on Human-Computer Interaction 5, CSCW1(2021), 1–24.Google ScholarDigital Library
- Galit Nimrod. 2018. Technophobia among older Internet users. Educational Gerontology 44, 2-3 (2018), 148–162.Google ScholarCross Ref
- Galit Nimrod. 2018. Technostress: measuring a new threat to well-being in later life. Aging & mental health 22, 8 (2018), 1086–1093.Google Scholar
- Leysan Nurgalieva, Alisa Frik, Francesco Ceschel, Serge Egelman, and Maurizio Marchese. 2019. Information Design in An Aged Care Context: Views of Older Adults on Information Sharing in a Care Triad. In Proceedings of PervasiveHealth’19 (Trento, Italy). ACM, New York, NY, USA, 101–110.Google ScholarDigital Library
- Financial Consumer Agency of Canada. 2019. Survey on Banking of Canadians. https://www.canada.ca/en/financial-consumer-agency/programs/research/highlights-survey-banking-of-canadians.htmlGoogle Scholar
- UNECE Working Group on Ageing. 2021. Ageing in the Digital Era: Policy Brief. https://unece.org/sites/default/files/2021-07/PB26-ECE-WG.1-38_1.pdfGoogle Scholar
- Pavithren VS Pakianathan and Simon Perrault. 2020. Towards Inclusive Design for Privacy and Security Perspectives from an Aging Society. arXiv preprint arXiv:2007.13117(2020).Google Scholar
- Janey C Peterson, David PR Burnes, Paul L Caccamise, Art Mason, Charles R Henderson, Martin T Wells, Jacquelin Berman, Ann Marie Cook, Denise Shukoff, Patricia Brownell, 2014. Financial exploitation of older adults: a population-based prevalence study. Journal of general internal medicine 29, 12 (2014), 1615–1623.Google ScholarCross Ref
- Ilana Polyak. 2018. Preventing elder fraud. Journal of Accountancy 226, 2 (2018), 14–14.Google Scholar
- Anabel Quan-Haase and Dennis Ho. 2020. Online privacy concerns and privacy protection strategies among older adults in East York, Canada. Journal of the Association for Information Science and Technology 71, 9(2020), 1089–1102.Google ScholarDigital Library
- The Daily Quotidien. 2019. Canadian Internet Use Survey. https://www150.statcan.gc.ca/n1/daily-quotidien/191029/dq191029a-eng.htmGoogle Scholar
- The Daily Quotidien. 2020. Canada’s population estimates: Age and sex, July 1, 2020. https://www150.statcan.gc.ca/n1/daily-quotidien/200929/dq200929b-eng.htmGoogle Scholar
- Hirak Ray, Flynn Wolf, Ravi Kuber, and Adam J. Aviv. 2019. ”Woe is Me”: Examining Older Adults’ Perceptions of Privacy. In Extended Abstracts of the 2019 CHI Conference on Human Factors in Computing Systems (Glasgow, Scotland Uk) (CHI EA ’19). ACM, New York, NY, USA, Article LBW2611, 6 pages. https://doi.org/10.1145/3290607.3312770Google ScholarDigital Library
- Hirak Ray, Flynn Wolf, Ravi Kuber, and Adam J Aviv. 2021. Why Older Adults (Don’t) Use Password Managers. In 30th {USENIX} Security Symposium ({USENIX} Security 21).Google Scholar
- Karen Renaud and Judith Ramsay. 2007. Now what was that password again? A more flexible way of identifying and authenticating our seniors. Behaviour & Information Technology 26, 4 (2007), 309–322.Google ScholarDigital Library
- Jeanne Rentezelas and Larry Santucci. 2018. Combining Forces to Combat Elder Financial Victimization How Consumers Can Avoid the Financial Pitfalls of Cognitive Aging and What They Should Be Asking Their Financial Institutions. FRB of Philadelphia Payment Cards Center Discussion Paper18-2 (2018).Google Scholar
- Marén Schorch, Lin Wan, David William Randall, and Volker Wulf. 2016. Designing for Those Who Are Overlooked: Insider Perspectives on Care Practices and Cooperative Work of Elderly Informal Caregivers. In Proceedings of the 19th ACM Conference on Computer-Supported Cooperative Work & Social Computing (San Francisco, California, USA) (CSCW ’16). ACM, New York, NY, USA, 787–799. https://doi.org/10.1145/2818048.2819999Google ScholarDigital Library
- DEBORAH Setterlund, CHERYL TILSE, JILL WILSON, ANNE-LOUISE MCCAWLEY, and LINDA ROSENMAN. 2007. Understanding financial elder abuse in families: the potential of routine activities theory. Ageing and Society 27, 4 (2007), 599–614. https://doi.org/10.1017/S0144686X07006009Google ScholarCross Ref
- Kalpana Shankar, L Camp, Kay Connelly, and Lesa Huber. 2012. Aging, Privacy, and Home-Based Computing: Developing a Design Framework. IEEE Pervasive Computing 11, 4 (Oct. 2012), 46–54. https://doi.org/10.1109/MPRV.2011.19Google ScholarDigital Library
- Jaisie Sin, Rachel L. Franz, Cosmin Munteanu, and Barbara Barbosa Neves. 2021. Digital Design Marginalization: New Perspectives on Designing Inclusive Interfaces. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1–11.Google ScholarDigital Library
- C Spencer. 1995. Diminishing Returns: Financial Decision Making and Financial Abuse among Seniors in British Columbia (Canada): Preliminary Results from a Province-wide Study. Gerontology Research Centre, Simon Fraser University, British Columbia (1995). financial abuse: use of funds/assets without consent, in a situation in which victim trusts the perpetrator..Google Scholar
- Tim Stainton. 2016. Supported decision-making in Canada: principles, policy, and practice. Research and practice in Intellectual and developmental Disabilities 3, 1(2016), 1–11.Google Scholar
- Cheryl Tilse, Deborah Setterlund, Jill Wilson, and Linda Rosenman. 2005. Minding the money: a growing responsibility for informal carers. Ageing & Society 25, 2 (2005), 215–227.Google ScholarCross Ref
- Myrra Vernooij-Dassen, Sheila Leatherman, and Marcel Olde Rikkert. 2011. Quality of care in frail older people: the fragile balance between receiving and giving. Bmj 342(2011), d403.Google ScholarCross Ref
- John Vines, Mark Blythe, Paul Dunphy, and Andrew Monk. 2011. Eighty something: banking for the older old. In Proceedings of HCI 2011 The 25th BCS Conference on Human Computer Interaction 25. 64–73.Google ScholarCross Ref
- John Vines, Mark Blythe, Stephen Lindsay, Paul Dunphy, Andrew Monk, and Patrick Olivier. 2012. Questionable concepts: critique as resource for designing with eighty somethings. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems. 1169–1178. The results showed that OAs have the ability to understand and critique new ideas but are wary of using them. Implies that the use of technologies most familiar to them would be best however their critiques provide valuable insight into alternative ways to approach new tech development..Google ScholarDigital Library
- John Vines, Stephen Lindsay, Gary W. Pritchard, Mabel Lie, David Greathead, Patrick Olivier, and Katie Brittain. 2013. Making Family Care Work: Dependence, Privacy and Remote Home Monitoring Telecare Systems. In Proceedings of the 2013 ACM International Joint Conference on Pervasive and Ubiquitous Computing (Zurich, Switzerland) (UbiComp ’13). ACM, New York, NY, USA, 607–616. https://doi.org/10.1145/2493432.2493469Google ScholarDigital Library
- John Vines, Gary Pritchard, Peter Wright, Patrick Olivier, and Katie Brittain. 2015. An Age-Old Problem: Examining the Discourses of Ageing in HCI and Strategies for Future Research. ACM Trans. Comput.-Hum. Interact. 22, 1, Article 2 (Feb. 2015), 27 pages. https://doi.org/10.1145/2696867Google ScholarDigital Library
- Xiying Wang, Tiffany Knearem, Fanlu Gui, Srishti Gupta, Haining Zhu, Michael Williams, and John M. Carroll. 2018. The Safety Net of Aging in Place: Understanding How Older Adults Construct, Develop, and Maintain Their Social Circles. In Proceedings of the PervasiveHealth ’18 (New York, NY, USA). ACM, New York, NY, USA, 191–200.Google ScholarDigital Library
- Naomi Yamashita, Hideaki Kuzuoka, Takashi Kudo, Keiji Hirata, Eiji Aramaki, and Kazuki Hattori. 2018. How Information Sharing About Care Recipients by Family Caregivers Impacts Family Communication. In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems (Montreal QC, Canada) (CHI ’18). ACM, New York, NY, USA, Article 222, 13 pages. https://doi.org/10.1145/3173574.3173796Google ScholarDigital Library
Index Terms
- Unofficial Proxies: How Close Others Help Older Adults with Banking
Recommendations
”Too old to bank digitally? ”: A Survey of Banking Practices and Challenges Among Older Adults in China
DIS '21: Proceedings of the 2021 ACM Designing Interactive Systems ConferenceThe banking industry has been integrating digital technologies globally. However, accepting new technologies is challenging in particular for older adults. We focus on older adults’ banking experiences in China, where digital transactions have been ...
Understanding Older Adults' Perceptions of In-Home Sensors Using an Obtrusiveness Framework
Proceedings, Part II, of the 10th International Conference on Foundations of Augmented Cognition: Neuroergonomics and Operational Neuroscience - Volume 9744The aim of this study was to determine if dimensions and sub-categories of a previously-tested obtrusiveness framework were represented in interviews conducted with community-dwelling older adults at three- and six-month study visits during an in-home ...
Recruiting Older Adults in the Wild: Reflections on Challenges and Lessons Learned from Research Experience
PervasiveHealth '18: Proceedings of the 12th EAI International Conference on Pervasive Computing Technologies for HealthcareIt is important to understand the older adults prior to the design process. The understanding can better facilitate design conversations between the researchers and the older adults. In this paper, we discussed our experiences of building a relationship ...
Comments