User Support for Everyday Technology from the Perspective of the Elderly

Abstract

Older people are one of the largest consumer groups in western industrialized countries. This paper examines how they use everyday technology (equipment, support needs, problem-solving strategies, use and perception of user manuals). It is based on a qualitative interview study (n=138) from 2018 with representatives of the age groups 55+, 65+ and 75+. The data are compared to an equivalent study from 2008. Results show that the participants are well equipped. Many devices are digital, multifunctional, and connected. The need for help varies depending on the device (complexity, familiarity), situation (initial situation, usage situation), and action. With digital devices, actions such as installing and configuring software or settings are described as difficult and error-prone. The results show a broad range of problem-solving strategies. Manuals play an important role. Their quality is evaluated controversially. The most frequently addressed characteristics are the quality of presentation, the availability of instruction manuals, their country of origin, and their scope. The results indicate a need to reconsider support services for the target group. The need for action concerns the design of instructions in manuals and the design and implementation of additional means, e.g., how-to videos for difficult, error-prone actions and new support networks.