One interviewee talked about how hearing loss can be a “hidden disability” because many hearing aids are not easily noticeable therefore it can be difficult for customer service staff to know when a person has hearing loss.
“Part of the solution lies in training staff to recognise from their interaction with a customer that they have hearing loss and approach it sensitively,” said the interviewee, who shared his strategy for better telephone conversations with hearing loss. “It is not so much that I want people to speak more loudly but to speak more slowly. I can increase the volume on my phone, but I can’t stop them speaking fast.”
The research highlights the importance of age-related impairments being considered in the design of online banking products. “Many of us will experience more physical challenges as we age,” says Natalie Paine, ANZ’s Social Impact Research and Reporting Lead.
“A change in mindset is needed. This isn’t just about a generation of people who haven’t taken up online banking, all of us are likely to struggle as we age if the functionality isn’t supportive.”
ANZ’s retail banking team have been working on an outreach campaign for older Australians experiencing challenges around digital banking and the impact of branch closures. The team has made more than 60,000 calls to customers aged over 65 years, according to ANZ’s Bray.
“Through those calls we have identified that more than 90 per cent of these customers use at least one self-service option to do their banking, such as our ANZ App, internet banking or ATMs,” she says.
Change can be difficult but the UniSA research highlights that many more older Australians than you might think are accepting the challenge and finding new ways to access services, including banking.
Emily Ross is a content producer and director of Emily Ross Bespoke