As banks increasingly replace tellers with screens, there is little evidence on how older customers adapt.

Banks and financial institutions are adjusting their physical branch footprints, and Interactive Teller Machines (ITMs) are becoming a more common way for consumers to access banking services. AARP sought to understand how adults age 50 and older experience this technology, including what encourages ITM adoption and what barriers may limit use.

For many older adults, banking is about more than completing transactions. Factors beyond the transaction itself shape how and whether new banking technologies get used, such as how private a machine feels, whether help is available, or whether the interface can be easily navigated. Understanding these perspectives can help financial institutions design services that better meet the needs of older adults while maintaining access to essential financial services.

NORC conducted 42 in-depth interviews with adults age 50 and older, recruited from a probability-based panel.

NORC supported the study through the Foresight 50+^® Prime Qualitative methodology, powered by AmeriSpeak^®. Using a targeted recruitment approach, NORC conducted 42 in-depth interviews with adults age 50 and older, ensuring representation across community types and demographic characteristics.

Because Foresight 50+ is built from a probability-based sample of households, participants came from a frame covering the full 50+ population rather than an opt-in pool, and demographic characteristics were documented in advance rather than self-reported at screening. Through one-on-one interviews, participants shared their experiences, concerns, and expectations related to ITMs, offering deeper insight into how older adults evaluate emerging banking technologies.