User experience design for older adults: experience architecture and methodology for users aged 60+

Abstract

This paper describes a study that combined interview and observation methods to explore the user experiences of 23 users aged 70+. Interviews involved questions about how and when users learned to use computers and the internet, as well as their usual online activities and difficulties completing those activities. Observations involved two sessions for each user: first, a naturalistic observation where the researcher recorded the participant interacting with the computer(s) in their home, demonstrating their typical internet use; second, a structured task analysis where participants completed a series of increasingly complex operations online, including searching for information on a specific topic, using web mapping tools, and interacting with a government website. Participants followed a think-aloud protocol during both observations, explaining the steps that they were taking and sharing their thought process and feelings with the researcher. The rich qualitative data from this work provides insights into the needs of this population in four specific areas---physical, cognitive, educational, and cultural---as well as design strategies for addressing those needs.