General Studies · Banking and Consumer Behaviour
An elderly consumer who has been a loyal customer of a traditional bank for 40 years finds it difficult to use the new mobile banking app due to a complex user interface and small font sizes. They recently fell victim to a phishing scam because they could not distinguish between official bank communication and a fraudulent one. The consumer is now fearful of digital services and wishes to return to physical banking. What is the most effective way for the bank to address the requirements of this specific demographic?
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1By issuing a statement that the bank bears no liability for fraud and that consumers must use the application at their own risk without assistance.
- 2By charging a premium fee for branch visits to compel the elderly consumer to learn the complex mobile app.
- 3By introducing an assisted digital banking mode with a simplified interface, larger fonts, and voice-guided instructions, alongside dedicated fraud awareness workshops for seniors.✓
- 4By permanently closing the consumer's account and suggesting they move to a bank that does not offer any digital services.
Correct answer
By introducing an assisted digital banking mode with a simplified interface, larger fonts, and voice-guided instructions, alongside dedicated fraud awareness workshops for seniors.
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