I think a lot of banks struggle with this.
You have to put yourself in your customer's shoes and ask the same questions that are going through his/her mind--
- what's in it for me?
- will it cost more?
- it's "technology" & that's complicated, right?
- will you allow me to retreat to paper if e-docs don't work out for me?
Many years ago, bankers and their customers went through the same kind of exercise when ATMs were introduced. Some customers loved the idea & taught themselves, but others were convinced they couldn't handle the "technology". This later group required hand-holding but eventually became ATM users.
Hand-holding in the era of e-statements might take the form of a demo sign-up session in the bank plus a "hot line" (crutch) in case the customer needs more hand-holding during the consent session. Once the first e-doc is delivered, the customer will probably be good to go for the rest of his/her life.