smartphones, cellphones

Kudos to AARP - life expectancy impacts tech adoption. For the first time in their published research, AARP’s 2025 report provides insights into the tech adoption and preferences of older adults aged 80+. With life expectancy at 65 extending to an additional 20 years, this change reveals business opportunities to serve that age group, including tech-enabled services (like high speed Internet access), health-related devices and services, and most particularly training, as the survey reveals.  

Touch screens are an unending aggravation. Study the iPhone commands, for example.  Push up to get the display, pull down to select ‘Do not disturb’, but not too hard, because many other options appear. Push sideways, to change screens, move an icon around the screen, and, well, you know what happens then. Of course, knowing these choices is based on experience (and experimentation over time), not based on any training.  So what if you encounter the device for the first time?  Your hands shake just a bit, and you remember how much you liked having a keyboard…You wonder, are there ways to train new (and older) users on how to use touch screens – and for that matter, the essentials of the device? And will Siri’s voice commands overcome the touch screen’s limitations? Yes, actually.

AARP fielded a survey that is worth a look. The topic was health and wellness app usage by the 50+ population. The goal was to understand 50+ level of engagement with health and wellness apps – an online survey that included 694 individuals who owned smartphone or tablet.   Interestingly the 15-minutes survey also includes a response comparison with 40-49 year-olds, likely because that is AARP’s next-up target membership. Responders needed to be comfortable with downloading a health and wellness app -- and have interest in trying them. 

The mindset of ‘get the product out the door’ sets the stage for poor user experience. For market researchers, there are many data-driven ways to gauge consumer preferences today, and tech companies can chose among surveys, interviews, focus groups and customer observation. Product life cycles in newer tech categories are shrinking, with consumers willing to replace devices that still work with newer models, hence the apparent ‘Ready, Fire, Aim’ tech cycle. In the future, we will need a new paradigm for tech user experience that can span our multiple interactions, driven by an opt-in profile about preferences and personal characteristics that can better shape interactions.  We will expect that our profile will drive technology access. Today’s fragmented tech experience offers behaviors based on a disconnected set of profiles – a Starbucks profile knows what coffee I like, a Gmail profile knows about my Inbox preferences, and Marriott knows what kind of room or bed is preferred. In the future and with the assistance of conversational AI, the user should be able to override those and specify a profile that spans all tech interactions, acting as a complexity-hiding agent on the user’s behalf.  

The frustration of the user experience. February was short but busy – but a topic emerged on the last day of January that is beginning to take shape in the form of interviews and insights from others.  All agree that the user experience, whether it is a car, a microwave, Google Gemini or a smartphone is deteriorating, possibly due to nearly-endless but not necessarily useful ‘innovation’ from developers.  Whether it is the ‘cockpit’ of a car that may now have three screens, an authentication process on a website that requires another device, or an app that expects a password that has not been used in the past five years.  Here are the blog posts:

The more technology changes, it’s a step back for some.  You probably think the inevitability of tech change is mostly positive. And in a macro sense, maybe it is. But for some older adults, it’s one negative experience after another. The closing of thousands of bank branches in favor of online banking, the elimination of paper social security statements, the near-elimination of paper savings bonds for the grandchildren, and the ubiquitous introduction of the QR code in restaurants – saving labor.

August, so warm, so replete with nursing home doomsayers and endless scam calls.  You may be one of the dwindling population (34% are homeowners) who have landlines in the US (even digital phone-service based). You may feel like it is a waste, especially given the remarkably robust phone-scam industry populated in noisy call centers by reps who know nothing about the so-called Do Not Call list, and whose measurement must be based on getting you to pick up the phone again and again.  Your relatives only text. Even your dentist and doctor prefer text. So why keep it? Maybe you run a business and need to call clients. Maybe you are legitimately afraid of not being found by emergency services (see below).  Maybe you are an older adult living alone and just want to chat with someone.  Here are the five blog posts from August:

You may know someone of Medicare age with a phone?  Since age data is widely available, and even well-organized lists are available for purchase, it is not surprising that phones of older adults ring multiple times per day. Did you know that 60% of all phone calls in the US are robocalls or spam? This, despite ostensible government efforts to prevent continued use and/or resale of the lists. Sometimes the call begun with a recording about possible additional Medicare Advantage benefits that are available. But this is sloppy scamming based on weak data – maybe the caller only knows phone numbers, despite spoofing the geographic location so that it appears to be a neighborhood call.  Next, the robocall is then transferred to a ‘supervisor’ in a noisy call center who then attempts to obtain actual age, and whether the call recipient has Medicare. Presumably after that step is successful, the so-called ‘Medicare Advantage’ pitch can begin.

You may not have noticed much about the death of landlines. But it has been underway for a while, and now the government is supporting their demise. For some time now, telephone companies like AT&T have been trying to eliminate landlines and are no longer required to maintain these copper connections. You probably think, well that must be good, because those landlines cost as much as $55/month. So that’s a cost savings, right? But wait.