老年人对智能柜员机(ITMs)的反应研究报告

Qualitative Interviews with 42 Adults Ages 50+ Table of contents Introduction3Limitations of qualitative research4Executive summary and key insights5Detailed insights10What older adults value when banking11Concerns and reservations about ITMs14Perceived advantages of ITMs20Influences on receptivity25Looking ahead: Opportunities for improvement33Implications36Methodology39Acknowledgments41Contact42 Introduction What is an Interactive Teller Machine?An“Interactive Teller Machine” (also called an “ITM”) is a special type of ATM offered by some banks. An ITM looks like an ATM, but it has a two-way video conferencing system thatgives users the option to connectwith a remote teller who can provide live,real-time assistance with transactions and answer questions. Estimates from 2021 suggest thatroughly 25% of financial institutionshad deployed ITMs at some of their locations. Banks cite avariety of reasonsfor deploying ITMs including to improve customer service and customer loyalty, to extend hours, and to reducecosts. Although ITMs are not available everywhere, the number of ITMs is projected to grow. This phenomenon may be especiallylikely to affect rural areas and/or other areas known to be banking deserts. Rationale for the studyOther AARP researchon older adults and technology shows that adults 50+ are increasingly embracing technology even though most feel thattechnology is not designed with their needs in mind.AARP conducted this new qualitative research study of adults50+ to gauge their reactions to ITMs in the context of their broader banking needs, identify opportunities for improving ITMstobetter meet the needs of older adults, and suggest supportive strategies for financial institutions and other organizations thatserve older adults to consider in their efforts to help older adults adapt to changing banking technology. Methodology overviewThe qualitative research study consisted of virtual one-on-one interviews with 42 adults ages 50+, including some who had used ITMs and some who had not.Interviews were conducted from October 9 to October 30, 2025. The purpose and limitations of Qualitative Research The purpose of conducting qualitative research is tounderstand the how and why behind perceptions, opinions,behavior, and attitudes. Qualitative research allows for key findings to be supportedby participant verbatim responses that provide the “how” and“why” in the participant’s own words. The limited number of participants involved in qualitativeresearch means the study should be regarded as exploratoryin nature. The non-statistical nature of qualitative research means theresults cannot be generalized to the population under studywith a known level of statistical precision. Executive summary For many adults 50+, the human connection is an important part of their banking experience. •For some older adults, the local branch staff represent familiar faces who know them by name. They enjoy going into the bankforroutinetransactions and find the on-site service useful and reassuring. •Others may go into the bank only for complex problems or unique needs and appreciate knowing that the on-site staff are available to assistif problems arise. Convenience and sense of security also affects banking behavior. •Most older adults acknowledge that convenience influences their banking behavior. For some, convenience outweighs the need for humanconnection. For others, the human connection is paramount. •Those primarily motivated by convenience choose to bank in ways that they view as fast and easy (often online, mobile, or anATM/ITM). •However, when a complex or serious problem arises, even those typically motivated by convenience express a desire for in-personsupport. Uncertainty and skepticism are common initial reactions to ITMs. •When first hearing about ITMs, many expressed concerns about the possibilities of: •Job loss in the banking industry and reduced access to in-person supportat their bank.•Theirconversations being overheardwhen speaking with the remote teller.•Banking becomingmore complicatedby forcing customers to rely on machines or on remote tellers with less authority than on-site staff.•Embarrassing themselvesif they were to have trouble operating the ITM. •Although many were comfortable using ATMs or ITMs for basic transactions, mostwould prefer in-person support when dealing with acomplex or serious problem.* •Several wanted to understand the reasons for the emergence of ITMs and to be forewarned if their bank were to introduce ITMs. *Note: “In-person” refers to support from bank staff who are physically present on site at the branch. Executive summary (continued) After exposure to ITMs and education, older adults becomemore accepting. •Many found it useful to hear about the enhanced features that distinguishITMs from regular ATMs, such as the ability to speak to a live teller onscreenwithout even entering a cardand the ability to get cash in virtuallylimitless denominati