Older Adults: Technology Struggles and Successes
A research & design project
I'm passionate about helping older adults retain their independence and learn through technology. For my INF2196 independent project, I chose to focus on the underserved population of older adults in the technology sector. I am focusing on hearing from users and non-users, technology accessibility and the affects of the pandemic and how technology relates.
Background Research
Impacts of COVID-19 on the Elderly
Loneliness Spikes In Older Adults During Pandemic
Loneliness Among Older Adults Before and During the COVID-19 Pandemic
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Isolation
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Loneliness
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Infrequent social contact
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Emotional impacts of pandemic can affect physical health
Pandemic's Emotional Impacts on Older Adults
Pandemic's Effects with Technology for Older Adults
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Telehealth proves to be challenging
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Issues: lack of technology, understanding how to use technology, lack of support using technology
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Accessibility issues make technology use challenging
Designing for Older Adults
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"While younger users who grew up with technology integrated into their daily lives might be more than willing to just dive in and start exploring an app or interface they’ve never seen before, many older users are hesitant to do the same."
Why does it seem like older adults are often forgotten about in the design process?
Who is designing and advocating for them? Older adults are the fastest growing demographic in North America. Their population is huge, and it's just getting bigger. This demographic deserves to be better served, especially when it comes to their user experiences with technology. With this growth, I hope to soon see a shift in designer's processes and outcomes.
Over the next 20 years, Canada’s seniors population - those age 65 and older - is expected to grow by 68%. Over the last 40 years, it has more than tripled in size. Between 1977 and 1997, the seniors population grew from about 2 million to 3.5 million. In 2017, it sat at about 6.2 million.
Source: https://www.cihi.ca/en/infographic-canadas-seniors-population-outlook-uncharted-territory#:~:text=Over%20the%20next%2020%20years,sits%20at%20about%206.2%20million.
Design Solutions
Below are some proposed design solutions that companies could implement to aid the older adult user, and consequently others users could benefit from this design change. These design solutions are user experience and user interface focused and were ideated from research analysis based on user needs.
Apple Help App
For older adult user experience purposes, products should come with an integration of a "How To" video application on the device. In many cases, older adults hesitate to try things or purchase new technologies, as they do not have support to be shown how to use the device or set up the device. This is a simple way that any user is able to see the vast array of features and see a guided video on how to do something that can be re-watched and paused. This digital help experience can be done at the users own pace and can be re-done as many times as needed combatting the emotional experience of asking someone for help. The application simply lives on the home screen of the device and can be accessed at the users leisure and need. "How To" videos exist - currently, they are not very accessible to users who may not know what to search for or may not know the possible features available. Arranging these videos categorically in one location will allow for easier access and utilization.
Currently, there is a troubleshooting application offered by Apple called, Apple Support. This app allows for trouble shooting conversations with a support team member, however it does not give "How To" videos for things that are non-issues. These two ideas could be merged together for one application to access help troubleshooting with a live person, as well as having video help and "How To" video. There is also Apple Tips, however this is limited.
Device Set Up Options
User Status
The addition of a user type selection may aid the device self set up options for users. When using a new program on a desktop, it usually gives prompts for features and shows how to use some options in the software upon the first use. This technique could be implemented as a notification system based on the selection users choose upon device set up. This could help older adult users with familiarity of the device and provides an easy solution to show users benefits and features of the device, as per their selection. The choice to have or disable these features is beneficial and a more user centered approach.
Accessibility Options
There are accessibility options available on Apple devices such as enlarged font sizes, voice to text commands, single finger typing swipe options and more. To change these options, you must go into the Settings App > Accessibility. Accessibility options could be beneficial to many users, not just those with accessibility needs. The option to customize these settings should be in the set up of the device. Users, especially those who are unfamiliar with the device, may not know about these options that could largely benefit their user experience. Uncovering this option and putting it in the forefront of the device set up is not a major change, but an information access change that could majorly change the user experience from the start.
Online Classes
"Oh wow, I didn't know it could do that."
It was clear that older adults want to be shown how to do tasks involving technology. They wish they knew the features and capabilities of their devices. In this unique moment in time, older adults are Zoom-ing and using video conferencing tools more often. Taking advantage of their new found use of technology and the physical distancing limitations in place, video classes could be a solution to helping older adults learn aspects of different user interfaces. Previously, access to classes and devices have been an issue for rural older adults, but online classes can happen anywhere and are safe as per the distancing guidelines. Once the older adult clicks the zoom link, the teacher can walk the user through the steps to screen share and complete a lesson on varying levels of technological skills. This solution is great because as the users mentioned, "They don't know what they don't know". This takes the emotion out of family members being the technological supports and the adventurous user's apprehensiveness that things can be undone.
