Developing assistive web‐base technologies for adults with age‐related cognitive impairments

Abstract

Purpose

Little systematic applied research has been conducted on how age‐related cognitive impairments might affect older adults' usage of web service and this paper aims to fill some of that gap.

Design/methodology/approach

An analysis of the relationship between the cognitive changes of aging and the usage of web services. Supported by field research with the key stakeholders, including older adults and organisations that provide services for older adults. This consists of focus group sessions with key stakeholders and individual interviews with older adult users. Older adult users also complete an online form using a think aloud protocol. The data are analysed using a thematic content analysis technique.

Findings

Issues around older adults' relationship with technology and the challenges they face along with the strengths and weaknesses of online forms and means to improve them. In particular, there are issues of fear and frustration, inconsistency and visual clutter, and a feeling of neglect by service providers. Users also identify a strong need for human rather than machine support when struggling with the technology.

Research limitations/implications

The findings only now being applied to an existing system in the Delivering Inclusive Access to Disabled and Elderly Members (DIADEM) project and it still needs to evaluate of usability of DIADEM. Further research also needs to consider the technology adoption model for system like DIADEM.

Practical implications

The findings have implications in form design and transaction delivery for online services.

Originality/value

The perception of neglect by service providers is new and this with the needs for consistency and for human support lead to novel approaches in the DIADEM system.

Citation

Fernando, S., Money, A., Elliman, T. and Lines, L. (2009), "Developing assistive web‐base technologies for adults with age‐related cognitive impairments", Transforming Government: People, Process and Policy, Vol. 3 No. 2, pp. 131-143. https://doi.org/10.1108/17506160910960531