Vulnerabilidade do consumidor idoso no uso de serviços financeiros digitais

Abstract

Alongside the emergence of new technologies mediating commercial relations in contemporary society, the increase in the Brazilian elderly population implies transformations in the country's consumption patterns. Faced with this trend and the growing digitalization of commercial transactions, this dissertation consists of a qualitative study on the vulnerability of elderly consumers in the use of digital financial services. Conducted in 2025 in the city of Salvador, Bahia, its central objective was to understand how the digitalization of financial services can produce states of vulnerability in elderly female consumers. To this end, semi-structured interviews were conducted with the voluntary participation of thirteen women, aged 80 and over, residing in Salvador, Bahia, and with an income of up to one minimum wage from social security or informal sources of income. The research is justified by the ongoing population aging in the country in conjunction with the increasing digitalization of financial transactions. The collected data were processed and analyzed using thematic analysis. The results showed the prevalence of dependence on family members and bank branches in the financial routines of these consumers. The main barriers encountered for autonomous digital access included low levels of education, limited digital skills, self-perception of incapacity, feelings of insecurity in the digital environment, as well as reduced physical and cognitive capabilities. Coping mechanisms for vulnerability included the termination of banking relationships, dependence on third parties, refusal to use technology, as well as continuous learning, information seeking, security measures in the digital environment, and engagement with digital technologies. Finally, the importance of understanding the needs of older adults in the context of consumption in the face of ongoing population aging is highlighted, aiming at the reformulation of more inclusive public policies and the promotion of actions focused on the well-being and quality of life of the Brazilian elderly population.