Troubleshooting as a method in COVID-19 times: smart home ethnographies and remote aged care innovation

ABSTRACT This article outlines and demonstrates the practice of troubleshooting as a method. We argue that as an interdisciplinary, collaborative, digital-hybridized and adaptable approach, troubleshooting provides an ethical opportunity to explore the experiences and outcomes of (older) people living with connected home technologies in ways that deliver novel and meaningful research insights. Our discussion draws on the experience of a project that worked with ageing people (70+) to tailor and explore their experiences with smart home devices to support their independence and wellbeing. A personalized suite of digital voice assistants (DVAs), robotic vacuum cleaners, smart lights, kettles and switches were installed into the domestic spaces and routines of 23 households and 33 participants living in rural Australia. The project team developed a methodological framework, which took an unplanned and innovative turn in response to the physical distancing challenges brought by COVID-19 lockdowns, with the social connectivity offered by the devices trialled, and the creative digital living skills between the project team and its participants. We conclude by identifying future areas of research at the intersection of smart technologies, aged care services and the home as a site of research and of ongoing methodological design.