14 / 07 / 2009Designing for Seniors: the Understated Challenge

Source: picture from Trends in Cell Phones.

Mobile interfaces are just like online interfaces…they are human-computer system interfaces.

Designing Online Experiences For Seniors: A Panel Discussion

Elizabeth Boehm, Principal Analyst, Forrester
Mike Paciello, Founder & Principal, The Paciello Group
Kath Straub, Principle, Usability.org
From the Forrester Customer Experience Forum: NYC Hyatt, June 22nd 2009.

NB: Please forgive the point-form-mode-of-expression here as you read my notes as they were ‘jotted on my computer’ during the panel…and which I completely forgot to publish during the conference!!! Too much was going on there at the same time honestly, and I did not want to miss anything! I would guess that our two experts’ insights and tips are still valuable a few weeks later…? 😉


What design practices are helping companies in developing interfaces valuable to senior users?

  • Flexible designs (ex.: using style sheets to differ presentation from structure)
  • Pieces of information VS all at once to respect for assimilation time and for cognitive load
  • Make the security and privacy elements of the site stand out
  • Bringing the representatives of these constituencies to understand who they are focusing on their perspective and needs
  • Use deep level interviews (value) to understand the deeper needs of older adults
  • Develop personas using storytelling to explore and discover motivators/blocks holding them back from engaging
  • Proven methodologies don’t change so much with seniors, the problem is to motivate the designers to be proactive and go outside their way to reach out to this group (good reason to get there)

    What characteristics differentiate seniors as users?

  • Patience with things that ‘don’t work’ or ‘are inapropriate’
    This is true of people less used with technology in general, not just seniors, they don’t trust themselves with identifying what is wrong or why it is wrong
    Ex. small characters : young people would think if they would have wanted me to read it they wd have made it bigger
  • Learning differently
    Older people: more cautious vs younger people more carefreeness and the expectations about what they should learn are different
  • It takes longer for seniors to create a cognitive model (applies to a cognitive ability level)…fear breaking need to get them started is more resource intensive process require more guidance and help to put them on tracks to sustain the process themselves afterwards for they don’t know what is on the other side
  • Language is important
    For things as basic as instructions from manufacturers: like USB port (don’t know what it is) or instructions like “plug it into the system” but they only look at the screen and forget about the tower under the desk…
  • They don’t mind being passive users
    Older adults are more than happy to play videos vs to record/create them
    Listening is useful enough for them and they don’t feel passive doing the listening
  • What is useful for seniors
    Connecting them with the rest of the world
    Kinds of interactions which are important are interactions with family members on Facebook for instance
  • Community of older users don’t fully understand what techno can bring to them, the full flavour of it: part of the problem is trust and part is relational
  • The what’s in it for me question is different for them
    People like to engage with companies where people of their kind are engaged too: so use testimonies and other things to showcase the people who are really involved (social psychology language)
  • Find the right combination between self service and assisted service
    Ex: Jitterbug cell phone simplified cell phone targeting senior users
    Kiosks and training center on the afternoons for banking services when they observed that older people were coming: hand holding experience to guide them through the basics
    The banking teller kind of experience is still needed, still is the reference in their mind.
  • Design for HELP! Design to HELP! Design your HELP section!
    ROI from seniors: “You’ve helped me be more autonomous and now my brand connexion with you is very strong”


    Conclusion

    Read on the use of Wii fit in health care and seniors’ houses to understand what you need to target to reach out to seniors…for if you push the effort to make your technology invisible enough, seniors can and will adopt the technologies!

    Je remercie la Chaire de commerce électronique RBC Groupe Financier pour son soutien financier pour la participation à cette conférence.

  • 1 / 03 / 2009Generations online 2009

    Un récent rapport de statistiques de Pew/Internet sur les générations en ligne et leurs différentes activités. Un portrait vraiment intéressant et surprenant à certains égards, de quoi défaire quelques mythes…

    “Contrary to the image of Generation Y as the “Net Generation,” internet users in their 20s do not dominate every aspect of online life. Generation X is the most likely group to bank, shop, and look for health information online. Boomers are just as likely as Generation Y to make travel reservations online. And even Silent Generation internet users are competitive when it comes to email (although teens might point out that this is proof that email is for old people).”

    Du matériel intéressant pour faire une suite à l’étude d’Impact Recherche sur les Séniors et Internet, et la présentation “Les séniors sont-ils devenus technos?” que Stéphanie Lerouzic et moi-même avions donnée à Intracom 2008, l’an dernier à Québec. Voici les billets écrits à l’époque sur Ergonomia et Utilisabilité Info.

    Stéphanie, c’est pas le temps de partir svp! 😉

    3 / 05 / 2008Séniors et Internet: usages et utilisabilité

    Dans le cadre de la conférence Intracom 2008, Stéphanie Lerouzic (Directrice Principale d’Impact Recherche) et moi-même avons présenté la conférence suivante:

    “Dévoilement des résultats d’une vaste étude menée par Impact recherche (groupe Cossette Communication) auprès des séniors sur leur utilisation d’Internet. Venez comprendre ce que les séniors font et apprécient sur le Web et comment mieux adresser les besoins de ce segment croissant, notamment en matière d’utilisabilité.”

    Ci-dessous, vous pouvez trouver le fichier de présentation de cette communication

    SlideShare Link

    3 / 03 / 2006Usability for older Web users

    Usability for older Web users
    by Tim Fidgeon from DailyIndia.com (March 2nd, 2006)

    “Elderly users are an audience group that will grow in size and importance over the next few years. Our studies indicate that there are lots of simple things we can do to support their use of the internet.”

    Read the study’s recommendations

    220-802 050-SEPROAUTH-02 M70-101 70-458 70-462 100-101 640-554 700-505 70-457 70-460 C2150-197 EX0-001 070-243 70-466 C_THR12_66 C4040-225 1Z0-061 70-331 EX300 1Z0-060 MB2-701 70-467 EX200 M70-301 70-489 C2180-278 MB7-702 MB2-702 70-487 70-243 70-414 70-466 200-120 MB2-703 070-462 70-462 70-461 9L0-012 C_BODI_20 PRINCE2 1Z0-851 70-432 1Y0-253 070-496 100-101 648-244 070-668 C4040-252 650-752 70-642 HP0-Y50 E20-385 500-285 70-410 70-461 70-462 70-483 EX300 070-461 MB2-702 MB7-702 220-802 400-101 646-206 700-501 70-480 C4040-108 MB2-701 70-412 70-466 200-120 C4040-225 1Z0-061 70-347 C4090-452 MB2-703 400-101 70-410 70-417 70-463 70-488 70-462 C2090-303 C2090-614 70-461 70-486 70-411 400-101 646-206 300-206 70-243 74-325 C2020-622 Windows 7 key Windows 8 key Office 2013 microsoft office 2010 cheap Windows 7 key Office 2007 key Office 2010 key Office 2008 key Windows 7 Windows 8 Office 2013 microsoft office 2010 cheap Windows 7 key microsoft Office 2007 key microsoft Office 2010 key windows 7 key windows 8 key Office 2013 key windows 81 key microsoft 2010 key office 2010 office 2007 key buy windows 7 key cheap windows 7 key dowload office 2010 key cheap windows xp key cheap windows 2008 buy microsoft 7 key windows 2011 key windows 2011 adobe photoshop key rolex replica watch swiss replica watches replica watches for men replica watches Rolex replica watches rolex swiss replica watch top rolex replica swiss rolex replica watches cheap replica omega rolex replica watches latest replica omega watches replica omega watches 70-432 1Y0-253 070-496 100-101 648-244 070-668 C4040-252 650-752 70-642 HP0-Y50 E20-385 500-285 70-410 70-461 220-801 220-802 N10-005 SY0-301 000-221 00-780 N0-101 1z0-051 C4090-450 C4120-783 EX200 MB2-700 MB3-700 MB6-869 OG0-093 VCP-510 VCP550 70-486 70-418 400-101 70-410 050-SEPROAUTH-02 200-120 MB2-703 070-462 1Z0-554 1Z0-567 200-001 250-310 250-371 640-878 70-461 70-462 200-120 70-488 MB2-703 70-410 70-461 70-480 70-532 200-120 MB2-703 070-462 70-462 70-461 070-410 JN0-102 70-411 C_TADM51_731 C4090-958 70-483 EX300 070-461 MB2-702 MB7-702 220-802 MB2-703 70-411 MB5-705 C_TADM51_731 70-346 70-486 70-347 70-480 70-483 70-412 70-463 MB2-700 70-417 C_TAW12_731 400-101 MB2-702 70-487 400-101 646-206 700-501 70-480 C4040-108 MB2-701 070-411 100-101 640-554 700-505 70-457 70-460 C2150-197 EX0-001 070-243 70-466 700-501 050-SEPROAUTH-02 M70-101 70-458 CCD-410 70-341 70-464 70-680 74-335 350-018 C_TFIN52_66 70-243 VCP-550 70-414 70-466 100-101 JN0-102 VCP550 640-554 70-331 EX300 1Z0-060 MB2-701 70-467 EX200 350-001 700-505 640-911 M70-301 70-489 400-101 70-410 050-SEPROAUTH-02 200-120 MB2-703 070-462 70-462 70-461 070-410 JN0-102 70-411 CCD-410 70-341 70-464 70-680 74-335 M70-201 117-101 810-420 C2180-276 C4040-221 1Z0-599 350-029 820-421 C_THR12_66 117-102 70-342 MB5-705 C_TADM51_731 70-346 70-486 70-347 70-480 70-483 70-412 70-463 MB2-700 70-417 70-480 C4040-108 MB2-701 070-411 100-101 640-554 700-505 70-457 70-460 C2150-197 EX0-001 070-243 70-466 C_THR12_66 C4040-225 1Z0-061 70-347 C4090-452 VCP-550 070-177