Walter's branch closed last spring, so he does his banking on a tablet his daughter set up. He pays the same six bills every month, checks his balance on Mondays, and keeps the paper statements in a binder. He is careful rather than slow: he reads every screen, and he calls the bank whenever a screen does not say plainly what will happen next.

• Pay the bills he always pays, the same way every month
• Be certain a payment went through before closing the app
• Spot a charge he does not recognize the day it appears

• Gray text on white that he cannot read without the lamp on
• A redesign every few months that moves the one button he had memorized
• Security questions about a childhood street he lived on for six months

• A text says his account is locked; he needs to know whether it is the bank or a scam before he taps anything
• The church needs a check sent to a new vendor; he wants to add the payee and confirm the amount twice
• He deposits a check by photo and wants to see when the money is actually available

Illustrative composite. Drawn from published research on older adults and digital banking, and from accessibility reviews Mobility Labs has done. Not a research persona: nobody was interviewed for this specific profile.