Summary
The pandemic may have accelerated older people’s use of digital tools for socializations and spending, but there are limits to what some older people are comfortable doing online. When last spring’s mad dash to schedule COVID vaccine appointments stretched some seniors’ tech abilities, ‘Vaccine angel’ groups stepped in to fill the gap. The digital divide and low tech literacy among older adults needs to be addressed as an opportunity, rather than a lost cause. This session will offer a set of practical tips for conducting UX research with older, less tech savvy adults.
Key Insights
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Older adults are often unfairly written off as unable to use technology, but many have adapted out of necessity, especially during the pandemic.
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Age segmentation in research should be more precise than a generic 65+ cutoff to better capture different tech behaviors.
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Nearly 45% of seniors don't have wired internet at home, requiring research methods beyond online-only recruitment.
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Text messaging, phone calls, mail, and in-person outreach can be effective research tools for including older adults.
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Content should use simple, warm, and health-literacy–appropriate language to make sessions comfortable and understandable.
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Familiarity with technology does not equal fluency; tech checks before sessions help mitigate challenges.
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Pilot testing with actual older adults is crucial to identify issues that a single internal pilot won't reveal.
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Building rapport and allowing enough time for debrief improves data quality and meets social connection needs of older adults.
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Older adults may hide struggles with technology due to stigma; researchers must actively assess accessibility throughout.
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Flexibility and empathy in following scripts empower richer data and help address possible emotional responses during sessions.
Notable Quotes
"The promise of a product or a service may improve their lives, but the people making these solutions walk in with a preconceived notion that older people won’t be able to use it."
"Let’s get more precise than just 65 plus when recruiting older adults for research."
"Nearly 45% of those 65 plus don’t have wired access to the internet at home."
"There are other ways to reach older adults beyond the internet—text campaigns and good old phone calls can work well."
"Your content can make the research session feel like the Oprah experience, not an interrogation."
"Familiarity with technology is not the same as fluency; leave time for tech setup and troubleshooting."
"Pilot with actual participants from your target older adult group; one internal pilot is not enough."
"Building rapport upfront is vital since older adults tend to prioritize social connection highly."
"Older adults may not tell you when they’re struggling with tech because they don’t want to seem incapable."
"Be prepared to embrace the unexpected and have empathy; some conversations may trigger difficult emotions."
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