Tech Reluctance: Fostering Empathy for Canadians Facing Challenges with Digital Systems

Sebastian Hernandez, Helena Wang, Badr Omrane, Vera Roberts and David Pereyra

No 2025-02, Discussion Papers from Bank of Canada

Abstract: Designing inclusive and user-friendly digital payment systems is crucial to eliminate barriers faced by users. This research focuses on fostering empathy for and identifying the needs of users who exhibit behaviours that indicate they encounter accessibility or usability barriers in digital systems. Specifically, we examine two types of users based on two common behaviours: users who rely on others to perform tasks and those who avoid interacting with technology. The Bank of Canada partnered with the Inclusive Design Research Centre at OCAD University to gain a deeper understanding of these groups. Co-design sessions with end users were used to identify scenarios when cooperative efforts are needed, system features that facilitate supported banking and pain points customers and their support people encounter. The findings show that individuals in the two groups avoid systems they expect lack usability. Addressing these issues through standard accessibility practices, live assistance and thoughtful interface design can enhance user interaction and trust. For accessibility issues that cannot realistically be eliminated, technology that enhances cooperative relationships and allows account owners to control information sharing is key. Classification-JEL: A14 C90 D83 O33 Y80

Keywords: Accessibility; Bank notes; Central bank research; Digital currencies and fintech; Digitalization; Financial services (search for similar items in EconPapers)
Pages: 22 pages
Date: 2025-01
New Economics Papers: this item is included in nep-pay
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
https://doi.org/10.34989/sdp-2025-2 Abstract (text/html)
https://www.bankofcanada.ca/wp-content/uploads/2025/01/sdp2025-2.pdf Full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bca:bocadp:25-02

Access Statistics for this paper

More papers in Discussion Papers from Bank of Canada 234 Wellington Street, Ottawa, Ontario, K1A 0G9, Canada. Contact information at EDIRC.
Bibliographic data for series maintained by ().