Back home, before I moved for grad school, I would occasionally help my parents (both 60+) with their banking as well as accompany them for one reason or another. What I helped with mostly was paying bills.
When they got their credit card bills in the mail from the bank, they would usually look over the line items to make sure there are no suspicious charges on there. My mother would sometimes even double check with the receipts she kept if she couldn't remember what the charge was or if the name was strange on the bill. I remember once when I saw them doing this, I asked, "Why do you still get paper bills and check them when you can do it whenever you want online?" My mother still hasn't gotten the hang of using the internet and online services yet so her answer was expected when she replied that she wasn't comfortable with using online services. Two of the biggest reasons she listed was that she can't remember her passwords and that she still doesn't really fully trust doing sensitive stuff like banking online. My mother has tried online banking before but she finds the interface too complicated and has since forgotten her password for online access.
My father, on the other hand, sometimes checks his online accounts, but for his credit card from another bank, he still uses paper. I've told him he can pay that bill online but he is used to writing a check for the bank and having my mom or myself go to the bank to pay them via bank teller. My father thinks that technology is great but still prefers to do things (such as banking) in-person to minimize risk.
Sometimes, I would accompany my mother to the bank. She still likes going to the teller to ask questions and do things like pay bills and such. She has told me before that this is because it is more personal, and sometimes they can help her with her problems better as she prefers the face-to-face contact and finds that she understands people better this way. When I go to the bank with my father, he knows the lay of the land, he usually goes to the teller for most of his transactions or his financial adviser. He also prefers face-to-face interactions as it reduces risk and allows for a more personal connection.
For me, these key points appeared through helping my parents and also observing their behavior at banks.
- My parents love the personal connection of face-to-face interactions. They feel like it allows them to get more done while minimizing risk.
- They (especially my mother) are open to using online interfaces if it wasn't so complicated.
- My parents love to see consistent service and do get disappointed if banks cut hours/staff. My mother especially doesn't like that they are pushing her to online more.