Founder's Note: AirPods, Age Gaps, and the Digital Native Myth
A casual tech tip from a 76-year-old highlights a major strategic blind spot credit union boards face when designing digital channels.
In a recent strategic planning session, the boardroom debate turned to digital channels. The concern was familiar: moving too fast on automation and mobile apps will leave our older members behind. The unspoken assumption in the room was that younger members are digital natives who intuitively understand technology, while older generations inherently struggle to keep up.
On my drive to the airport that afternoon, I called my 76-year-old mother. During the conversation, she mentioned my stepdad misplacing an AirPod. Then she casually shared a piece of advice: "You know you can drop your AirPod case right onto an Apple Watch charger, right?"
I am a tech-centric executive who practically lives in the Apple ecosystem. Yet, a 76-year-old just taught me an undocumented hardware feature.
This moment perfectly illustrates the flaw in our generational tech assumptions. Younger demographics use technology habitually, but they often consume it passively without understanding the plumbing. Older members, conversely, are practical problem solvers. They treat technology as a utility to master. When they find a tool that solves a real problem, they take the time to learn its intricacies.
Assuming someone’s technical capability based strictly on their birth year creates a strategic blind spot for credit unions. Older members will adopt complex digital tools—like mobile deposit or virtual assistants—if those tools are designed to solve actual friction. Likewise, younger members will abandon a slick app if the underlying financial journey, like a mortgage application, lacks clear guidance and support.
The barrier to digital adoption is rarely age. I think it is more design and intent. If we build simple, functional systems and stop treating older members as tech-averse, they will surely surprise us!
