Digital Marketing lecturers Dr Jasper Teow and Dr Nguyen Thi Van Anh are exploring how older adults respond to change in an increasingly digital world. Their latest study, based on a survey of 400 adults in the United Kingdom and the United States, found that digital skills alone do not explain why people adopt or avoid digital payments.
The study illustrates how two older consumers may own the same smartphone or even possess similar digital literacy skills, yet react very differently when asked to pay digitally, for example with a mobile wallet or a QR code. One sees something new to learn. The other worries about making a mistake. The difference often lies in how people perceive themselves when facing change.
Why confidence matters more than digital skills
One psychological factor identified in the study is ageing-related helplessness, a feeling that as people age, they may feel less able to cope with new challenges, solve unexpected problems or stay in control when faced with unfamiliar situations. When older consumers begin doubting their ability to cope with life in general, even simple technologies can feel intimidating before they are ever tried.
“For some older consumers, the biggest barrier isn't the technology itself. Sometimes it's the feeling that you're no longer as capable of adapting as you once were,” said Dr Jasper Teow.
“It's the quiet shift from ‘I can figure this out’ to ‘Can I still handle this?’ and eventually ‘What's the point of trying?’. By that stage, people may avoid the technology before they've even used it.”
But the research also uncovered a more optimistic story. Older adults who demonstrated higher levels of wisdom, the ability to draw on life experience and remain open to new perspectives when facing challenges, were significantly more willing to embrace digital payment technologies.
Rather than thinking, “I'm too old to learn this”, they approached new technologies with a different mindset: “I've adapted before. I can adapt again”.
That distinction matters because it shifts the conversation from simply teaching technology to fostering confidence for lifelong learning. It reflects an increasingly popular belief that learning should continue throughout life, empowering people to adapt with confidence as technology and society evolve.
“Technology will continue to evolve, but what matters most is whether people believe they can keep learning. That belief is the true foundation of digital inclusion”, said Dr Nguyen Thi Van Anh.
Building confidence in a cashless future
According to the RMIT researchers, the findings suggest organisations such as banks and digital payment providers may need to rethink how they encourage digital adoption.
Making payment apps simpler is important, but confidence deserves equal attention. Features such as guided onboarding, clearer confirmation screens, and easy ways to recover from mistakes can reassure users that they remain in control.
Communication also matters. Instead of promoting digital payments as simply “fast” or “convenient”, campaigns could reinforce that learning takes time and that making mistakes is part of the process.
Families have an equally important role. Many older adults first learn to use digital technologies from their children or grandchildren. Yet constantly stepping in and taking over transactions may unintentionally reduce confidence instead of building it. In other words, support should not become substitution. Providing guidance, practising together and allowing older family members to complete transactions themselves can help build their confidence and independence.
