Gathering Feedback on Banking Interfaces for Caregivers


The purpose of this study is to gather information about how informal caregivers who provide support for an older adult with banking tasks make use of online banking. Our study will make use of a prototype of a pretend online banking interface to give participants the opportunity to interact with proposed design changes and provide feedback. Results of this study will help with the development of new online banking interfaces that more securely support older adult banking clients and their caregivers who may do banking on their behalf.

Recruitment Script

Dr. Celine Latulipe (
Zach Havens (

You are invited to participate in a study about banking interfaces designed to support caregivers who do banking (such as paying bills or transferring funds between accounts) with or on behalf of older adult clients. Participation in the study will consist of a single session lasting approximately 90 minutes. You have the option of participating either online via Zoom, or in-person on the University of Manitoba’s Fort Garry campus. We are looking for three different types of Canadian residents or citizens as participants for this study:

  1. Older adults (age 65+) who use online banking (with or without help from someone), or
  2. Caregivers (age 18+) who help an older adult (who is 65+) with online banking tasks, or
  3. Bank/Credit union employees who interact with older adult clients in their jobs.

For participants who are caregivers, we will ask about their relationship that involves helping an older adult with banking tasks, how they go about accessing the older adult’s accounts, and what concerns and challenges they see as a caregiver providing help with financial tasks. For participants who are older adults , we will ask about if and how they get help with online banking tasks, and what concerns and challenges they see as older adults with using online banking. For participants who are bank/credit union employees, we will ask about common issues they encounter when working with older adult clients (and their caregivers).

We will then give participants a chance to interact with a prototype (pretend) online banking interface that has interface elements that are designed to support caregivers conducting banking tasks on behalf of an older adult. Finally, we will ask participants about their perceptions of the potential impacts and effectiveness of these elements.  Risks associated with participating in this study are no greater than in everyday life. The benefit of participation is making sure that participants needs are considered in the design of future online banking systems intended to support older adults and their caregivers.

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

    1. Must be 18+ years of age and help an older adult with online banking tasks, or be an older adult (age 65+) who uses online banking, with or without help from a family member, friend, etc., or be an employee in a bank or credit union who works in a client-facing role.

For those who wish to participate online, there are a few additional criteria:

    • Participant must have access to a desktop or laptop computer with either the Chrome or Firefox browser installed.
    • Participant must have a reliable Internet connection to use for the study session
    • Participant must be comfortable using Zoom.

Upon completion of the study session, as a token of thanks for their time, participants will receive $30 compensation. This can either be given to participants directly as cash or through e-transfer, or can be given as a donation to one of the following charities:

Those who participate in-person will also be given a parking token for a University parking lot.

For bank/credit union employees, the study can be conducted at their place of work.

If you are interested and meet the above criteria, please follow the link below to the consent form. Once completed, that form can be submitted online or printed and mailed to:

Dr. Celine Latulipe
Department of Computer Science
E2-560 EITC
University of Manitoba
Winnipeg, Manitoba, Canada
R3T 2N2

Once a completed consent form has been received, we will reach out to you to schedule a session.

This research has been approved by the Research Ethics Board at the University of Manitoba, Fort Garry campus. 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

To ask questions about this study, please email Zach Havens: or Dr. Celine Latulipe:

Consent Form Link

Consent Form

Final Report

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