Bank Stakeholders Survey

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The purpose of this study is to gather information about how informal caregivers who provide support for an older adult with banking tasks are perceived and supported by banking and credit union personnel. Results of this study will help with the development of new technologies that can be adopted by Canadian banks/credit unions to more securely support older adult banking clients and their caregivers.

Recruitment Script

Investigators: Dr. Celine Latulipe (celine.latulipe@umanitoba.ca), Yengin Loay (umloayy@myumanitoba.ca), Zach Havens (havensz@myumanitoba.ca) and Murray Cumbers (cumbersm@myumanitoba.ca).

You are invited to participate in an online survey about caregivers who do banking with or on behalf of older adult clients. The survey will take 15-30 minutes to complete and will be conducted online. We will ask you about your current perceptions around caregivers helping older adults with banking tasks, how caregivers access accounts, and what concerns and challenges you see. We will also show you some prototype online banking screenshots/movies that demonstrate behavioural nudges, which are interface elements that are designed to nudge caregivers towards financial propriety when conducting banking tasks on behalf of an older adult. We will ask you about your perceptions of the potential effectiveness of such nudges, the impact on trust relationships between the older adult and their caregiver and the financial institution, and how the implementation of such nudges align with institutional policy.  Risks associated with participating in this study are no greater than in everyday life. The benefit to participation is that you get to reflect on opportunities and challenges to serve older adult clients by better supporting their caregivers.

Participation in this study is voluntary. We are looking for individuals who meet the following criteria:

    • Must be 18+ years of age
    • Must currently work (or have worked in the past five years) in either a managerial and/or client-facing role in a Canadian financial services institution (such as a bank, credit union or financial services firm).

Upon completion of the survey, as a token of thanks for your time, we will make a $5 donation to one of the following charities (you get to choose the charity at the end of the survey):

If you are interested and meet the above criteria, please follow the link below to access the survey. A complete consent form is the second page in the survey, after the eligibility screening questions.

This research has been approved by the University of Manitoba Joint Faculty Research Ethics Board. If you have any concerns or complaints about this project you may contact any of the above-named persons or the Human Ethics Coordinator at 204-474-7122 or humanethics@umanitoba.ca.

To ask questions about this study, please email Yengin Loay: umloayy@myumanitoba.ca or Dr. Celine Latulipe: celine.latulipe@umanitoba.ca.

Survey Link

Link to survey (hosted on the University of Manitoba Microsoft Forms server).

Final Report

Once the survey closes and analysis is complete, a summary report of the results of this research will be posted here.