Technology boom in an ageing society: catering to all clients

In the last 20 years, the median age of the Australians population has risen from 35 to 38. Like most developed countries, Australia has an ageing population due to lifestyle changes. Such changes include having children later in life, and an increasing life expectancy thanks to medical advancements. This has resulted in a 4% increase in the proportion of Australians aged over 65, with this group projected to grow rapidly in the next 10 years.

Older people are often recognised as socially and economically disadvantaged, and can experience barriers to accessing and using technologies. With such a large portion of Australians aged over 65, it is imperative to consider the impacts of the technology boom on this group.

Today we have generations who have been born since the introduction of modern computers and smart devices, as we now know them. As new technologies are released, younger generations inherently know how to use them. But what happens to those who are still grappling with how to use technology?

User-friendly technology

Typical legal services for older clients can entail estate planning including wills, property selling and purchasing (downsizing) and estate administration, including probate. Since all these services are now going digital, it is important consider the user experience of all audiences, and not just those who are tech-savvy.

To provide access for all your clients, you need a user-friendly Verification of Identity (VOI) software. InfoTrackID is the perfect option, designed to be as easy as possible for anyone to use who has a phone. There is no need to download an app or other software. If someone can press a link in a text message and point a camera at a document, they can complete a VOI with InfoTrackID. If your client is unable complete the verification, the good news is that no charge will made to you.

There are three ways to verify your client’s identity, offering choice for both your firm and your client.

Two ways to verify

In person

If your client can attend your office, you can complete a VOI face-to-face. InfoTrackID uses facial recognition technology and cross references your client’s identity documents with the Australian Government Document Verification Service (DVS). This means that not only is your client’s identity verified, but so is the legitimacy of their documents.

Remote

You can verify your client’s identity remotely by allowing them to securely upload copies of their identity documents. Remote verification in InfoTrackID is designed to be as easy as possible to use. Your client simply needs to click a link in a text and take photos of their identity documents. To add an extra layer of verification you can ask your client to undertake a video call to conduct an interview. All this requires from your client, is that they have a smart phone, and can answer your video call.

Catering to your older clients

Building rapport with your clients is one of the most important aspects of being a lawyer, and part of this is understanding how best to serve your clients, no matter their age. You can ensure your older clients feel comfortable and confident by:

Being patient in explaining things in detail
Providing them clear and concise information in plain language
Taking your time to run through all the options they have available to them
Confirming that they feel confident in what is required of them

By doing the above, you can ensure you are providing the highest level of service and catering to the specific needs of your older clients.