Enhancing Mobile Accessibility for Senior Older Adults in a Digital Communication App

Academic Group Work

Project Timeline: September 2023 to December 2023, Purdue University, USA.

My Role: UX Researcher, Design Strategist, Graphic Designer

Typology: Academic Research Paper Project

Deliverables: Research Paper, Research Poster, Paper Presentation Deck

Domains: User Experience (UX) Research, Accessibility, Design Strategy

This research paper was written as part of a course on Foundational Readings of UX during my first semester studying HCI at Purdue University.

We were tasked to write a research paper and display a poster presentation on any chosen topic.

We chose to tackle a common accessibility issue among senior citizens today, and we devised some potential solution spaces for the problem spaces discovered through research.

Introduction and Problem Statement

Today's mobile devices serve us in a variety of communicative ways for information retrieval, information delivery, reception, and enjoyment. The use of mobile devices has become key to daily outreach and better communication amongst all age groups. These developmental shifts in digital technology have significantly altered how people communicate, particularly through the intervention of communication applications. Consequently, older adults continue to have difficulty interacting with these devices, primarily because of factors such as lack of technical experience and lack of an instructional support system. This impacts their ability to maintain long-lasting relationships and strengthen familial bonds through online means. For this study, we chose WhatsApp as our socio-communicative app due to its widespread adoption and familiarity specifically amongst older adults; and its ability to enhance sociability.

“Through our research, we attempt to eliminate the generational digital communication divide and ensure that everyone can take advantage of contemporary technology such as WhatsApp.”

We have observed that older adults struggle with using mobile interfaces. There remains a digital divide between generations.

Why?

How?

An attempt to derive and understand the existing mental model of older adults while interacting with communication apps.

What is the Goal?

To increase the digital sociability of older adults through the means of WhatsApp.

Research Methodology

Research Insights

To condense the research insights, a team activity was conducted where all the team members would put their insights and conclusions into sticky notes, and then they would be grouped when a pattern was identified.

The primary research consisted of 9 user interviews. 9 individuals ranging from senior citizens to their caregivers were asked about their experience using communication apps.

The research insights are grouped and the patterns are discussed.

Value Proposition

As a part of the analysis, we drafted an elaborate mental model diagram to help us understand the strengths and weaknesses of the existing platform.

Analysis: Mental Model Diagram

Hierarchy

The top half consists of the mental space, the tower, and the thought box.
The bottom half consists of touchpoints and corresponding indications.

Legend

Each thought box is divided based on user segment inputs.
Each thought box is a cumulative viewpoint of multiple interviews.

How to read the mental model diagram? Key features:

User Insights

Older adults face specific challenges when using WhatsApp, which can hinder their ability to fully experience its benefits and connect with other people. Our research has identified several key areas where these difficulties arise. We identified 6 key areas that need improvement.

Users found it easier to learn tasks through observation. Additionally, they required practice to memorize steps in order to complete a task.

The users had trouble attaching images or other media and sharing files.

They expressed a desire for explicit instructions and clearer interfaces.

They found the video calling process intimidating and often did not use the features because they feared the call might get cut.

Feeling frustrated due to multiple misclicks and blaming themselves if something goes wrong.

The users were not familiar with icon-based interactions and expressed a need for words rather than only icons.

The insights helped us formulate the value proposition and the areas in which communication apps can improve their accessibility.

The Solution

For senior citizens, our research presents an Assistive mode in the application to tackle accessibility issues that arise while using WhatsApp. This was achieved by conducting primary research and representing our findings in the form of a mental model.
As a result, we were able to identify various degrees of features:

The Process: How did we get there?

Conclusion

Despite its popularity for communication and staying connected, WhatsApp presents usability challenges for older adults. Through in-depth research, including user interviews, literature reviews, and user-driven mental models, we identified key weaknesses in the app's accessibility for this demographic. Notably, most older adults are inquisitive and eager to learn through instructions and guidance to enhance their technological skills and knowledge. Recognizing this need, our study proposes an Assistive Mode within WhatsApp, specifically designed to address identified weaknesses and provide the necessary support and guidance for older adults. This mode will provide the necessary support and guidance, empowering older adults to confidently navigate the app and unlock its full potential.