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Multiple Measures Adopted to Enhance Intelligent Financial Services for Senior Citizens

As the Internet becomes more and more accessible, the “digital gap” encountered by senior citizens is more widened in recent years. To make sure elderly customers can equally benefit from the convenience brought along by intelligent services, ICBC rolled out the “Happy Life” version of its mobile banking app. Since its launch in 2019, over 13 million old-aged customers have been offered with safe, convenient, and considerate mobile financial services.

ICBC, by taking into account their core financial needs as well as their inability and fear of using intelligent services, has specially optimized the functions of its mobile banking app, and made it more easily accessible for senior citizens. With respect to the APP interface, users aged above 55 years old can automatically switch the interface to the “Happy Life” version, in which business flow, font size, two-way audio interaction have been optimized and upgraded. As to family interaction, the version supports the setting of family account, a design allowing children of elderly users to assist them. For instance, “seeking help by a click” is added, through which elderly users can take screenshots and send them to their children for help at any time. On exclusive services, featured financial products, such as exclusive deposits, have been launched to meet elderly users’ special needs for investment and wealth management. Besides, more service scenarios have been expanded to satisfy elderly users’ diverse needs for consumption, traveling, health care and beyond.

While helping to narrow down the “digital gap”, ICBC also endeavors to create a sound, safe transaction environment in an effort to protect senior citizens from falling into the “digital trap”. For instance, “safety wizard” function is introduced to guide senior citizens to use such intelligent risk control services as account security lock and early warning against fund transfer/remittance, thus forestalling telecommunications fraud and other similar risks effectively.