Using Semi-Formal Models to Design a Fintech Chatbot for Older Adults

Formal models are important within HCI research as they furnish structured frameworks facilitating comprehension, prediction, and the design of interactions between humans and technology. Given the digitisation of numerous banking operations, the design of fintech chatbots for older adults assumes significance. It is imperative to meticulously consider their distinct requirements and inclinations during the design and development process. In this work, we introduce semi-formal models intended for the development of a fintech chatbot designed specifically for older adults. We use two semi-formal models, namely Hierarchical Task Analysis and Design Space Analysis with QOC (Questions-Options-Criteria) framework elucidating their applicability in outlining financial transactions such as bank transfers, facilitating the chatbot’s design and formulating an evaluation strategy.