The Joys and Dilemmas of Conducting UX Research with Older Adults
Summary
The pandemic may have accelerated older people’s use of digital tools for socializations and spending, but there are limits to what some older people are comfortable doing online. When last spring’s mad dash to schedule COVID vaccine appointments stretched some seniors’ tech abilities, ‘Vaccine angel’ groups stepped in to fill the gap. The digital divide and low tech literacy among older adults needs to be addressed as an opportunity, rather than a lost cause. This session will offer a set of practical tips for conducting UX research with older, less tech savvy adults.
Key Insights
-
•
Older adults are often unfairly dismissed as unable to use technology, but many learn out of necessity and represent a significant user base.
-
•
Defining 'older adults' precisely (beyond 65+) helps tailor research and recruitment more effectively.
-
•
Nearly 45% of seniors over 65 lack wired internet at home, requiring alternative research methods beyond online-only.
-
•
Text messaging, phone calls, mail, and in-person socially distanced sessions are effective research methods for older adults without internet.
-
•
Health literacy varies widely among older adults, so research content must be simple, warm, and jargon-free to engage participants.
-
•
Familiarity with technology does not equal fluency; scheduling tech checks before sessions reduces barriers and anxiety.
-
•
Piloting research tools with actual older participants is critical for uncovering challenges that internal pilots miss.
-
•
Building rapport at the start and debriefing at the end of sessions is particularly important as older adults value social connection deeply.
-
•
Older adults may hesitate to admit difficulties during research, so attentive observation and direct assessment of accessibility are necessary.
-
•
Rigid adherence to scripts risks missing valuable emotional or unexpected participant insights, especially in sensitive healthcare contexts.
Notable Quotes
"Older adults won’t be able to use technology is a preconceived notion we need to challenge."
"I had to become my father’s vaccine angel navigating a digital experience that was harrowing even for me."
"Please get more precise than saying 65 plus when recruiting older adults."
"Nearly 45% of seniors 65 and older don’t have wired internet at home, so don’t rely solely on online research."
"Text-based campaigns have been very successful for reaching senior citizens."
"Use tech checks before sessions to put participants at ease and build rapport early."
"Older adults often prioritize connection more than younger individuals, so take time at session starts and ends."
"The mental models of older adults about technology might be quite different from ours as digital natives."
"If the research is going to be consistent, you still need to employ empathy and embrace the unexpected."
"These steps aren’t just research tactics – they could be life savers when employed well."
Or choose a question:
More Videos
"We need more diversity at all levels because that’s where truly interesting perspectives and challenges come from."
Joi FreemanA New Vantage Point: Building a Pipeline for Multifaceted Research(ers)
March 30, 2020
"UX is more than UI; it's the entire product, including marketing, documentation, and architecture."
Jack MoffettUX Metrics That Matter and The Future of our Design at Scale Conference: A Community Conversation
September 22, 2022
"We need to think about who we’re sharing with, how they might react, and what motivates them."
Sara LogelYour Colleagues are Your Users Too
March 29, 2023
"Healthcare technology is absolutely a growing market with tremendous opportunity."
Theresa NeilDesigning for Wellness: Specializing in Healthcare
May 22, 2024
"Ethnography inside companies is about living in France and caring to learn French."
Christian MadsbjergInfluencing Strategy
March 31, 2020
"If there isn’t safety and connection, you get a culture of transaction and silence that kills innovation."
Alla WeinbergDesign Teams Need Psychological Safety: Here’s How to Create It
September 8, 2022
"The small things are how we do the big things; there’s no shortcut to real change."
Amahra SpenceDesigning for Liberation, Rehearsing Freedom
November 18, 2022
"Embracing AI’s weirdness can turn unpredictable outputs into experience assets rather than liabilities."
Josh Clark Veronika KindredSentient Design: New Postures for AI-Mediated Experiences (2nd of 3 seminars)
January 29, 2025
"Making our voice of the customer stories really fun and engaging is important because sometimes feedback is frustrating, and this helps keep it relatable."
Anna Nguyen Emily BroganWhy Our Voice of the Customer is Better Than Yours
March 10, 2022
