At the Customer Experience & Innovation Congress, ueno bank shared its approach to reducing barriers to digital banking through financial education, personalized support, and solutions designed for older adults.

Making digital financial services more accessible to older adults is one of the challenges ueno bank is addressing through an approach that combines technology with human support. Silvia Bracho, the bank’s Chief Experience Officer, presented this approach at the latest edition of the Customer Experience & Innovation Congress, where she shared the initiatives ueno bank has implemented to make digital tools easier to adopt and use.

ueno bank’s approach combines practical guidance, accessible tools, and personalized support. As part of its tailored service model, financial educators and older members of the bank’s team guide customers through its services step by step, adapting to each person’s learning pace and building relationships based on trust.

This approach also extends to practical solutions designed to simplify everyday banking. One example is the ability to complete Proof of Life verification directly through the mobile app, eliminating the need for an in-person branch visit while providing customers with greater security, convenience, and more time for what matters.

Through this model, ueno bank seeks to bring technological innovation and human support together, reducing barriers and making digital financial services easier for older adults to access and use.