Plainly

We built a digital safety tool designed to help immigrant older adults navigate digital communication and online services with greater confidence and independence. For many immigrant older adults, navigating unfamiliar digital systems can be especially challenging when messages, alerts, or instructions are written in a language they are less comfortable with or use unfamiliar terminology and cultural references. An email, text, letter, or notification asking them to click a link, provide personal information, or take immediate action can be difficult to distinguish from a scam. These barriers can make everyday digital systems feel confusing, risky, and inaccessible, often forcing older adults to rely on family members or others for help.

Our solution allows users to upload an image of a document, email, or message, or paste text directly into the platform. The tool analyzes the content and explains whether it appears to be safe or potentially fraudulent, while also identifying suspicious elements and helping the user understand what the communication is asking them to do. We also designed the experience around the idea that asking for help should be easy and safe. If a user is unsure about a message, they can send it to a trusted person directly through the platform. Before sharing it, the system automatically identifies and covers sensitive information (such as names, account numbers, addresses, or other personal details) so the user can ask for help without unnecessarily exposing confidential information. Rather than simply telling users “scam” or “not a scam,” the goal is to give older adults the information and support they need to make informed decisions before taking action. This expands access to online banking and digital communication by addressing not only the technology itself, but also the uncertainty and lack of confidence that can prevent someone from using it successfully.

We started by identifying the points in the digital communication services experience where users may feel most uncertain. We focused specifically on communications that require users to interpret unfamiliar language, identify potential scams, or determine whether an action is safe. We designed the product as a simple web-based interface with six main interactions: scan/upload (users can upload an image of a letter, email, text message, or other documents), paste (users can paste the text of a communication directly into the platform), get help (users can send a potentially confusing communication to a trusted person after sensitive information has been automatically obscured), voice interaction (users can listen to and interact with communications without needing to navigate a screen), language selection (users can view and understand communications in their native language), and accessible display (smaller or larger text to accommodate different visual abilities). Together, these features make the tool more accessible to immigrant adults by reducing language, visual, and technology barriers and helping users navigate potentially confusing communications more independently.

One of the biggest challenges was balancing simplicity with enough information to make the tool useful. A system that simply says “safe” or “scam” could create a false sense of security and does not help the user understand why something may be suspicious. We therefore designed the output to explain potential warning signs and clarify what the communication is asking the user to do. Another challenge was protecting sensitive financial information when involving another person. Since banking documents can contain account numbers and other private information, we incorporated automatic redaction before a message is shared with a trusted contact. This allows users to get assistance while minimizing the amount of personal information they expose. Throughout the process, we focused on reducing the number of decisions users have to make. Instead of expecting someone to know which parts of a message are suspicious, the product guides them through the process and provides a clear next step.

The concept could be expanded beyond a standalone app/website and integrated directly into the places where older adults already encounter financial communications. For example, the tool could eventually be integrated with online banking platforms, email applications, or mobile devices. A user could receive a suspicious message and select an option such as “Check this message” without needing to copy, paste, or upload anything manually.

Ultimately, the goal is to make online banking more accessible by giving older adults a safety net between receiving confusing communication and taking action. Instead of removing independence by requiring someone else to manage their finances, the product gives users the tools to understand, verify, and ask for help when they need it.