Accessible digital banking
In the Netherlands, 2.5 million people cannot manage their digital banking independently. These people depend on family or their social circle and are less self-reliant.
We previously developed the Digital Banking Toolkit for this purpose. But how do you reach the target group? How do you offer the right support? And in what way? These questions were central to two different projects on digital banking that are strongly connected. In the first project, we designed the ideal banking information point. But how does digital banking work in practice? The next step was to develop a workshop where people learn about digital banking and get to work with it.
In conversation about digital banking
Bank information point
A physical place where you can go for your questions about digital banking. That would be ideal for a large group of people appeared from research by Alliantie Digitaal Samenleven and Betaalvereniging Nederland. But what does such an ideal banking information point look like? We investigated this, distinguishing between three groups. Less literate people, elderly people with a non-Dutch background and digital starters. Together with them we looked at wishes and needs? For example, some people want immediate solutions and help for urgent problems, while others strive for complete digital self-sufficiency. The project resulted in a research report in which we give concrete reasons for the more people-oriented (re)design of these information points.
Explanation of digital banking
An interactive workshop
Betaalvereniging Nederland wanted to organize workshops in addition to rolling out bank information points. After all, how exactly does digital banking work and is it reliable?
Our assignment was to design the workshops. We developed materials and wrote a manual for the workshop facilitator. The focus here is on understanding the strengths and challenges of visitors. So that the workshop facilitator can deal flexibly with issues at hand. The workshops are given by ex-bank employees, volunteers and other professionals. Also watch the video about the ‘accessible banking workshop’ of the Dutch Banking Association.
Understanding knowledge
Pilot workshops
Workshop material lowers the barrier to talking about certain topics and encourages interaction.
A workshop also capitalizes on people’s knowledge and provides insight into what they want to learn.
The workshops are developed in close cooperation with both participants and workshop facilitators in order to discover what works well from both perspectives.
#krachtenbundelen
Working together on digital banking
The digital banking projects were commissioned by and in cooperation with Betaalvereniging Nederland and Alliantie Digitaal Samenleven. There are 22 banking information points where people can ask questions. In 2024, 150 workshops will be held.
