Survey Analysis and Results
Interview Analysis and Results
I conducted five semi structured interviews with older adults who live rurally. There were themes that emerged from them all and key points that were unique because of the users perspective. Each persons technology situation was a bit different and showcased the variety of technological needs older adults have. The interviewees were recruited from my network.
Themes
AND ACCESS
Older adults face many barriers that prevent them from fully participating in the use of technology.
Using technology can involve a wide array of emotions.
Older adults' technology use varies from non-users to occasional users, through to expert users.
ACC(TECH)ESSIBLE
Rurality
Living in a rural environment hosts many challenges in relation to technology accessibility. Where available, the internet connections are slow and often do not work well. It is not easy to purchase technology or get help as there are no big stores within 45 minutes. There are few devices at the local library to use and limited opportunities for classes where learning could be an option.
Cost Prohibitive
New technology is expensive. It is a big commitment to purchase something without trying, especially if you do not have someone who knows how to use it accessible to you. Lending programs at the library could be improved for this purpose.
Accessories
An external keyboard could really help some older adults grasp the concept of typing and utilize technological devices like an iPad. A physical button to press is helpful and more familiar to older adults.
Accessibility Features
Certain accessibility features seem hidden on devices. Some features are available, it's just a matter of knowing about them and knowing how to turn them on. Why not make it easier to access these options if 1/7 people worldwide have a disability or impairment?
Lack of Guidance
It is challenging setting up technology or getting help when needed. It is difficult to ask for help when you don't know what you need help with. There is a lack of access to guidance and support with technological devices, many functions not being utilized because they are unknown. The sentiment was strong that older adults prefer to be shown how to do something, be it in person or a video.
Technology can be emotional...
A shared sentiment among the interviewees was that technology can be scary. Things may seem out of reach and confusing, so it's easier to just not try them. Others felt that they often ended up in menus and locations on the device that they did not know how to get out of and clicking more buttons would lead them down a darker path to get out of.
The user in the voice clip shared that they repeatedly have to ask for help. This can be embarrassing for older adults, especially when they have asked the same question multiple times before. This user shared they feel like a nuisance and sometimes opt not to use technology when they cannot figure it out. It is frustrating for people on both ends when something goes wrong - I often don't know what I did or didn't do anything and am accused of pressing things I shouldn't have - and the person helping me is continuously annoyed fixing the same problem all the time. Learning a new skill can be very challenging and frustrating. It takes a lot of patience to learn and teach a new technology skill.
"It's easier to not do something than go through the trouble of getting help and feeling the sense of shame, or trying to fix it and ruining something."
User Type Differences
Designers are typically 20-30 something year old's who grew up learning and adapting with technology. This is not the case for the older adult user. Interfaces are typically designed with familiar aspects to common users, so the learning curve for existing technology users versus first time users is very large. iOS updates for the avid Apple user are not a big deal, but to an unfamiliar user, an update can change everything they have learned about how to do a task on their iPhone.
Nervous & Reluctant Users
Often, users only use some features or devices as they are a bit nervous of others. Online banking seems to be a big cause of concern and skepticism. Users are nervous about their data security.
Adventurer
This type of user has an array of technologies and is curious to try new things but still may be apprehensive. They want to learn how to do things but struggle with grasping concepts and are afraid to make mistakes they cannot fix.
There are various user types across all age demographics. One user that I did not have access to interview was an expert user.
Tech-no-logy
Some users just say "no" to technology. To empathize with the non-user, technology can be very overwhelming and seem out of reach. It is constantly changing and they have lived a fulfilled life without it.
Potentially, this non-user just needs to be shown the benefits technology can have and interfaces need to be designed to be more user friendly to first time users.
Dependent Users
One user explicitly uses an iPad in lieu of a cellphone. This user chooses to purchase wifi and a car phone plan so they can use their iPad in the car and call but refuses to get a cellphone. The user described their resentment for people who are dependent on their phone and doesn't want to become one of these people. She mentioned her older adult friends, children and grandchildren constantly using their phones while visiting with her, and found it impersonal and annoying.
This user utilizes her iPad as an iPhone functions, however, she does not want to convert to a cellphone, which is very interesting.