Empower the user -- product design assumptions for boomers and seniors

Even as the CEO of a company who makes computerless email, I would be the first to advocate that all seniors should ideally learn to fully use a computer (or now an iPad or other device). That said, IT IS NOT REALISTIC! There is a huge group of people out there who 1) don't want a computer, 2) will not accept learning about a computer, and 3) will never be convinced otherwise. I would go as far as to say that Laurie's opinion -- and mine expressed in the first sentence above -- are actually ageist opinions. Those two statements presuppose "what is good" for someone. The Pew Internet and American Life Project trend data indicate that 38% of Americans over 65 years old "go on the Internet, even occasionally" and "send or receive email, even occasionally." What does this mean for the other 62%? That, as Laurie suggests, they are untrained, misinformed, or worse? What if, they have actually made an informed life decision that the pain and cost of using a computer is not worth their mental energy or pocketbook? And who is anyone to say that they are wrong?!! How about this: how about letting people decide for themselves what they want, without putting burden on a product developer as to whether they created a product that is "good" or "bad." In my humble opinion, pundits who make it their job to evaluate a product's worth are completely missing the boat. There is only one true evaluation of a product's worth, and that is if the people who own it, like it. In the case of my company, it's easy for me to stand behind the seventy-five five star user reviews on Amazon.com, and the twenty-seven five star on drugstore.com, and the flood of testimonials I receive from people for whom Presto is a Godsend. Should we shut down the company or make the product more computerlike because of some totalitarian vision of "knowing what is best" for everyone? I will take my chances with people voting with their pocketbooks, thank you very much. In a perfect world, would everyone use a full computer? Yes! Do we live in a perfect world? NO!!! Read the user reviews mentioned above by going to http://www.tinyurl.com/prestoamazon and http://www.tinyurl.com/prestodrugstore. These families have tried computers and their elder loved has said, "No thanks!" I, for one, enjoy living in a free society where companies are free to produce whatever product they want, and their company's life or death depends on whether people agree with their vision. As for user empowerment and making assumptions for seniors, I welcome all the hair-brained ideas that are out there. Through this cornucopia of ideas are where we will find the best solutions for the broad swath of user needs that exist in the world. Not through any autocratic definition of what is best for us. Peter Radsliff President and CEO, Presto Services Inc. and Ad Hoc Chairman of the Board, Aging Technology Alliance

I would be very remiss if I did not temper my passionate comment on this article with a public statement of how much I respect Laurie Orlov and what she is doing with Aging in Place Technology Watch. If I have disparate and impassioned views on a particular subject, that in no way takes away from my enjoyment of her blog and practice and the importance they bring to our industry. The beauty of our country is the ability to disagree and in no way do I mean to be disagreeable in that process. Keep on, keepin' on Laurie. We are all reading with great interest…and passion.

I certainly agree with your main point, that designers often underestimate the willingness of seniors to adopt new technologies. There was a recent story of a 99-year-old woman reveling in her new iPad because it let her read again, a hobby she thought was gone forever: http://www.oregonlive.com/lake-oswego/index.ssf/2010/04/video_of_99-year....

Assumptions are more limiting than raw age can ever be!

But I would add a proviso: seniors occupy the same continuum of techno-enthusiasm as everyone else. Just as not every teen is an SMS monster, so is not every Grandma dipping her quill in an inkwell. It's okay -- good, even -- that there is a wide range of products, offering everyone the level of technology adoption they are comfortable with. It's all about participation, right? I'd rather see a senior wielding a magnifying glass to read a print magazine than ignoring both the magazine and the screen-enlarger-equipped computer his well-meaning family dropped off.

This is a fascinating conundrum. And, it speaks most definitely to the concepts embodied in universal design. A great example of universal design is the vibration feature on cell phones -- originally created for people with hearing problems, but now used by everyone. Seniors, just like a lot of the rest of us, want products that are easy-to-use and deliver what they want. . Check out this paper from the Trace Center that discusses barriers and incentive for manufacturers to adopt universal design: http://trace.wisc.edu/docs/hfes98_barriers/barriers_incentives_facilitat...

When you think about many of the products we are evaluating, the market is more than just AIP. The fall monitor with cell phone connectivity and heart rate monitoring can be used by sports enthusiasts (my mountain biking husband comes to mind.) Touchscreen computers and monitors tied with specific appsare a more natural way to use computers -- and much easier to use for all of us. In home sensor systems can be used to "watch" your latchkey kid - make sure they got home from school and the house isn't full of their friends. The GPS bracelet can find your wandering kids in addition to your wandering adults. And, so can smart phones.

Peter's Presto system is a great first step for many who don't understand the value of being part of a family or neighborhood email 'chain' - Presto opens up their communications and is a simple and affordable solution since you don't have to make the leap to a broadband Internet connection. And, for some, it might be all they need. I was talking to a uber-tech colleague the other day whose mother refuses to adopt ANY technology and mentioned Presto. He thought it might be just the thing for her to get her into the family picture loop.

We need to show the value of connecting, contributing and monitoring to nonadopters in a way they don't have to spend a jillion dollars and get peeved by the unfriendliness of many technologies. Universal design is a good way to think and a good way to evaluate if technology is valuable to our market.

I am torn on this issue. I do believe that this is going to happen. I'm not entirely convinced that it is happening currently. At GrandCare, we offer ADL&Wellness monitoring ONLY along with a TV-based communication station OR the all-in-one interactive touchcomputer that provides all the benefits of the Internet on a touchpanel with a touchkeyboard - just no mouse (touchscreen). I do believe that as time goes on, our "seniors" are going to be more savvy, expect more, want to use more, want to feel empowered, etc.

This whole thing really depends on who we are talking about. There is obviously a huge difference between 65, 75 and 95. For our younger customers - the ones who really are choosing to "age responsibly", they are not choosing to ditch their computers to use GrandCare. They don't have to! They can use both and enjoy them for different reasons. I have a GrandCare System in my house. Why? To monitor various things, when the dog was let out, monitor the in-home temp, keep track of my weight/BP, and of course to see the montage of pictures, videos, etc on the touchscreen. My kids love it, it's a conversation piece and fun to watch. I do have older customers that you couldn't convince to use the touchscreen. It's not comfortable for them and we don't force it! They can simply watch the channel on the TV with the slideshow of information.

The important thing is they need to feel connected to society - all of these solutions help to do that in one way or another. They need to feel empowered - now if that just means being able to stay home, or being able to use the touchscreen or being able to have a pic of the grandchild on presto that they can bring along to the senior center... It really doesn't matter HOW they get the information. It only matters if they are comfortable with it, feel involved, feel in control and of course feel happiness overall!

I do appreciate this article, though, because even though I agree with many of Peter's comments, I think this issue is an important one to remember. Even in 2 years time, this will be even more relevant. As our boomers turn into seniors, that's a HUGE shift in thinking.

And I don't mind being continually reminded who we are serving and making sure we/our organization stays on target!

thanks Laurie & Peter(s) for another interesting and insightful conversation!

Laura Mitchell
GrandCare Systems
www.grandcare.com

I think that using technology is not only a public decision of a sort, but also a personal decision. I think that the more technology is available, the more demand there is for people to use it-supply and demand! However, not everyone wants to jump on that bandwagon and go for the technological advances. Many people want the simplistic lifestyle without cell phones, a computer, or cable TV. I know a lot of people who personally decide that they will not get a computer because it is "too much hassle", "another bill to pay", or "gets in the way of family time". Whether or not you use technology at home doesn't mean that you should not learn the basics of the new technology. It is always good to understand how the new gadgets work, even if from a distance!

I recommend the technology of the internet to everyone because it is a valuable resource for everything-from news to social media, to learning about recalled foods, and new recipes- the information highway should be accessible to everyone!

www.GeriCareFinder.com is your Complete Online Source for Senior Care

I agree with Peter - I think much of the technology today, whether geared towards seniors or the general population, is devoted first to the technology, and second to the user. The idea is to make the user's life easier, not to impose our ideas and value judgments of what is appropriate or easier on them.

While people of any age can be taught to use technology, there are practical limits to this in terms of time and money. The same argument applies to education in general, and to the 2-3 billion people in the developing world. What if they had access to state of the art resources and one on one tutoring? The problem is not just in Los Angeles public schools or senior centers, its everywhere.

The ability of seniors to use technology will change over time, as kids today have vast experience with all sorts of gadgets, while the current seniors did not even have telephones or TVs when they were kids.

Of course, whether any of us will have the tolerance to use gadgets due to overloaded brain circuits is a different story!

...of mass research, with enough of a population to segment (age, income, education, etc.) to help us find out what older people REALLY want in access to information.

So many excellent points have been made already.

To me that last phrase--access to information--whether Laurie's or the study, is the key to a shifting in thought.

**Too often we are focused on resistance to technology, not information. We then ought to focus on how older people by age process information, what information they want most and tailor products to that need. (The horse before the cart.)
**Is this information what an older person wants or needs? What might it take (motivation) to get him or her to 'yes', and the tradeoffs?
**The continuum of familiarity as mentioned above. The less complicated and 'tech' it feels (intutitive) the better. But intuitive can be a keyboard, a touch screen or a mouse....depending on the learning curve.

Some other observations:
**Peer group--can be a help or hindrance. I like the model of seeding tech familiarity in senior groups/veterans groups. It then becomes 'their thing.' I think veterans groups are over-looked--yet the internet is a huge library of military history. (Cable companies and Verizon should be thinking about this.)
**Cost--yes, cost is a concern, particularly now. Even if their investments weren't hurt badly, there's resistance to high monthly recurring costs. No news that even affluents are cutting back, just in general, family needs and concern about medical bills is also there. Money is also a control area. Above mentioned cable companies and Verizon would do their business a 'solid' in offering senior discounts for internet services (and retain older customers who are cutting it all out).
**Support and customer service designed to speak in regular English (not tech-speak) and for comprehension. Newbies need help desks--didn't we all in early days?

And face it, there are going to be older people who are going to consciously choose to move 'off the grid' for various reasons, who have cognitive impairments (although many of these devices can be adapted for use), behavioral concerns or genuinely cannot afford it...but that's also true of the general population.