Guia GABI: diretrizes para interfaces de internet banking voltadas a idosos

Abstract

Population aging and the increasing digitalization of financial services pose significant challenges to the inclusion of older adults, who often encounter usability and accessibility barriers on Internet Banking (IB) platforms. In this context, the main objective of this study was to develop and validate the GABI Guide (A Welcoming Banking Guide for Older Adults), a compendium of practical guidelines for creating more intuitive and secure IB interfaces for elderly. The methodology employed a mixed-methods approach, starting with a qualitative diagnosis through interviews with 12 older adults to identify their main difficulties. Concurrently, a Systematic Literature Review (SLR) provided a theoretical foundation for the guidelines, in which the final selection of 13 articles, from an initial search of 2,378, highlighted the scarcity of research focused on the topic. The triangulation of this data culminated in the creation of the guide and the development of an interactive web platform as a functional artifact. The validation of the guide and its platform was conducted with 14 technology professionals, who attested to the material’s clarity and high relevance (average score of 4.93/5). As a result, this work delivers a practical and validated resource that translates academic research into actionable recommendations, with the potential to assist development teams in creating digital financial products that promote autonomy, security, and quality of life for older adults.