The emergence of online establishments and changing consumer habits have transformed the banking landscape over the last twenty years. The traditional networks are adapting by replacing paper documents with digital media or offering authentication via a mobile application. However, a large proportion of French people who own a computer or smartphone admit to having problems with their day-to-day digital habits. Here's a closer look at the solutions being considered to meet the challenge of digital illiteracy.
Digital access difficulties
To offer new services and accelerate their transformation, banks are embarking on the dematerialization of their processes, while taking into account the legacy of their information systems and the regulatory constraints to which they are subject. While this approach is seen as a positive, time-saving development by some, for others, 100% digitization of banking procedures is out of the question for technical reasons. Indeed, millions of French people claim to be digitally excluded.
According to INSEE, 17% of the French population will be affected by digital illiteracy in 2019. This digital divide seems to concern more senior citizens, who are generally not equipped with connected equipment and have a form of apprehension when it comes to the digital world. Young people also report difficulties in handling digital tools when their use is not playful. During the lockdown, many found it difficult to keep up with their online courses.
What solutions for the "digitally excluded"?
To improve profitability and adapt to changing consumer habits, banks are speeding up their thinking on branch closures and new formats. Nevertheless, they need to maintain a physical and material service for the "digitally excluded". This implies clearly informing them about their dematerialized mode of communication, as well as giving them the option of reverting to paper at any time, free of charge.
With regard to the strong authentication payment system offered by most banks, alternative solutions have been developed for those who are far removed from the digital world, including the possibility ofusing a one-time SMS coupled with a password known by the customer, or using a device that does not require the use of the Internet.
More concretely, numerous initiatives have been put in place to support seniors and young people who encounter problems in their day-to-day digital use. For example, departments, major companies and foundations have made tablets available to senior citizens in EPHAD homes, so that they can familiarize themselves with the way they work, with the help of staff. For its part, start-up WeTechCare offers a social network that puts young people entering the job market in touch with managers to help them write their CVs and prepare for job interviews.