Berlin Concept: How Seniors Could Redesign Digital Banking
A proposed workshop bringing together older adults to audit fraud detection and cybersecurity authentication AI in digital banking, creating governance recommendations for financial institutions.
The Challenge We Would Address
Lost Annually to Fraud
Seniors losing millions as AI fraud detection systems and authentication methods fail to protect them
No Recourse When AI Fails
Most users have no way to fix problems when automated systems make mistakes
Interfaces designed for digital natives
Assuming knowledge that was never taught
No human support when AI fails
Endless menus instead of real help
Fraud exploiting confusion
Scammers taking advantage of complex systems
Trust completely broken
People avoiding banking out of fear
Proposed Workshop Journey
Choose the AI System
25-30 seniors gather at a Berlin community center to select an AI system to audit - focusing on fraud detection and cybersecurity authentication in online banking that affects their daily lives
Learn How It Works
Facilitator explains how banking AI makes decisions about fraud and security. Participants share their experiences and understanding of what the AI does with their data
Rate Trust Principles
Small groups use Trust Cards to rate the banking AI on all 5 principles - Clarity, Care, Repair, Reciprocity, and Oversight - documenting every concern and frustration
Review Results & Trust Scores
Groups share their ratings and calculate overall trust scores. A wall of insights emerges showing systematic failures in how banking AI is designed
Create Solutions & Take Action
From problems to possibilities - participants sketch and design what trustworthy banking could look like, then commit to next steps for advocacy and change
Example Insights We Might Hear
"The AI assumes I know things I was never taught"
— Example participant
"When something goes wrong, I need a human, not another menu"
— Example participant
"Make the AI help me verify, not decide for me"
— Example participant
Projected Trust Breakdown
Based on preliminary research, we expect participants would rate digital banking violations of trust principles at these levels
Couldn't understand AI decisions
System didn't consider their needs
No recourse when things went wrong
Felt exploited, not served
Wanted human control restored
Potential Solutions & Outcomes
Value for Financial Institutions
This audit methodology could provide banks and cybersecurity companies with:
- Direct insights from vulnerable user populations to reduce fraud and improve security
- Community-validated governance frameworks for AI systems
- Actionable recommendations for building trustworthy digital banking interfaces
- Risk mitigation strategies based on lived experience rather than assumptions
- Innovation opportunities for new security and verification tools
Potential Impact
Financial institutions seeking insights
Target improvement from changes
New tools based on insights
Scalable audit model
"This is the kind of participatory approach that could transform how we build trustworthy AI systems."
— Vision for the project
How to Replicate This Approach
Identify Your Community's Tech Challenge
What technology is causing harm or breaking trust?
Gather 15-30 Affected People
Those with lived experience are the experts
Use the Trust Principles Framework
Our workshop materials guide the conversation
Document Insights and Recommendations
Capture both problems and solutions
Share with Policymakers and Companies
Turn insights into real change