by julia.trummer -

#5 Accessibilty and UI/UX Design

In the context of technology use among the elderly, accessibility acts as a fundamental pillar of trustworthy design, a facilitator for independent living and a critical bridge between an individual’s diminishing physical or cognitive abilities. [1]

The Foundation for Trust and Engagement

Accessibility is one of the four foundational pillars, alongside consistency, transparency and security that build user trust. For elderly users, a lack of accessibility leads to cognitive effort, frustration and hesitation, which are major barriers to trust. If users struggle to find information or complete tasks due to poor accessibility, their confidence in the platform diminishes and often leads them to abandon the technology entirely. [1]

Four foundational pillars of trustworthy UX

The four foundational pillars of trustworthy user experience (UX) design are consistency, transparency, security and usability. These elements work in coordination to create a seamless digital experience that helps users feel confident, in control and valued.

Accommodating the “Aging Barriers” (MOLD-US Framework)

Accessibility is the primary method for addressing the physical and functional barriers inherent to the ageing process. The MOLD-US framework identifies four key categories where accessibility is crucial:

  • Perception (Vision and Audition): Accessibility features must compensate for the decline in the ability to resolve detail, focus on close objects, and detect contrast. [2]
  • Physical Ability: Aging often leads to slower reflexes, stiffer joints and tremors. [2]
  • Cognition: Because older adults process fewer bits of information at a time, accessible design requires minimizing friction and reducing the number of steps to complete a task. [2]
  • Motivation: If the benefits of a technology are not easily determined through an accessible interface, users become frustrated and unmotivated. [2]

Promoting Independent Living and “Aging in Place”

The primary objective of technology for the elderly is to enable them to continue their daily lives independently for as long as possible. Accessibility plays a vital role here by:

  • Resolving Mobility Gaps: For elderly individuals with limited mobility, accessible technology reduces the need for difficult travel for medical treatments. [3]
  • Inclusive Design aims to create designs that are flexible enough to be usable by people with various functional limitations, thereby assisting and prolonging independent living.[3]

Influencing Attitudes Toward Specific Technologies

In studies of elderly Austrians, accessibility specifically in the form of functional support was found to drive positive attitudes.

  • Support and Health Devices: Technologies such as personal alarms and tracking systems enjoy high acceptance across all age groups because they provide concrete, accessible help for health-threatening situations. [4]
  • Compensating for Age Effects: Interestingly, while interest in entertainment technology declines with age, the interest in support and health devices does not. [4]

Sources

[1] Thefinchdesignagency, “Building User Trust in UX Design: Proven Strategies for Better Engagement,” Medium, Feb. 05, 2025. https://medium.com/@thefinchdesignagency/building-user-trust

[2] G. A. Wildenbos, L. Peute, and M. Jaspers, “Aging barriers influencing mobile health usability for older adults: A literature based framework (MOLD-US),” International Journal of Medical Informatics, vol. 114, pp. 66–75, Jun. 2018, doi: https://doi.org/10.1016/j.ijmedinf.2018.03.012.

[3] Y.-Y. Yap, S.-H. Tan, and S.-W. Choon, “Elderly’s intention to use technologies: A systematic literature review,” Heliyon, vol. 8, no. 1, p. e08765, Jan. 2022, doi: https://doi.org/10.1016/j.heliyon.2022.e08765.

[4] N. Halmdienst, M. Radhuber, and R. Winter-Ebmer, “Attitudes of elderly Austrians towards new technologies: communication and entertainment versus health and support use,” European Journal of Ageing, vol. 16, no. 4, pp. 513–523, Apr. 2019, doi: https://doi.org/10.1007/s10433-019-00508-y.

by julia.trummer -

#4 Mental Models

As I realized that the problem might lie in the mental models of older people, I wanted to research this topic more deeply to understand what’s really behind it.

The mental models of technology held by elderly individuals differ significantly from those used by younger generations and software designers, largely due to their unique past experiences, cognitive capabilities and learning processes. [1]

Conceptual Models of Interaction and Interfaces

Older adults’ conceptual models of user interfaces and human-computer interaction, are generally influenced by their accumulated knowledge, skills and past experiences. This results in models that often diverge from modern application design:

  • Linear, Text-Based Prototypes (Storytelling Approach): Participants, particularly in the beginners group but also evident in the advanced group, demonstrated a tendency to produce linear, text-based prototypes resembling the transcription of a storytelling session rather than screen-based, UI-oriented solutions. [1]
  • Difficulty Separating Frontend from Backend: Seniors struggled with the abstract concept of application design by finding it difficult to separate the frontend from the backend (technical implementation) and the possibility of designing them separately.[1]
  • Focus on Detailed Wording and Politeness: When discussing UI elements, seniors often paid immense attention to the wording used in the interface and thoroughly debated it.[1]

Conceptualizing System Functionality

When interacting with or designing technology, the elderly’s mental models reveal specific patterns regarding scope and detail:

  • Over-Generalization and Scope Limitation Issues: Both groups found it challenging to prioritize usage scenarios and limit the scope of their solutions to address only the most important use cases.[1]
  • Focus on External Familiarity: Novice technology users, when designing an ATM interface, first attempted to recreate the interface based on the limited knowledge they had about real ATMs (e.g., from observing younger people use them) and only later tried to design their own solutions.[1]
  • bsence of Error Handling in Models: While focusing heavily on wording and usability issues they deemed relevant (like card insertion direction), seniors generally did not consciously look for corner cases or pay much attention to error handling (e.g., providing a way for the user to undo an action) in their prototypes.[1]

Understanding Abstract Concepts and Tools

  • Struggles with Abstract Design Concepts: When learning UI design, seniors often struggled with abstract concepts.[1] (What are abstract concepts?)
  • Confusing Similar UI Elements: Older adults may not grasp different contexts and thus confuse similar UI elements (e.g., the search and address fields in a web browser). [1]
  • Viewing Prototyping Tools as Graphic Editors: Even after instruction, at least one senior viewed the prototyping tool (Adobe XD) as a graphics editor rather than a prototyping tool that connects interactive screens.[1]

Sources

[1] D. Orzeszek et al., ‘Beyond Participatory Design: Towards a Model for Teaching Seniors Application Design’, arXiv [cs.CY]. 2017.

[2] L. Kane, “Usability for Seniors: Challenges and Changes,” Nielsen Norman Group, Sep. 08, 2019. https://www.nngroup.com/articles/usability-for-senior-citizens/

[3] G. A. Wildenbos, L. Peute, and M. Jaspers, ‘Aging barriers influencing mobile health usability for older adults: A literature based framework (MOLD-US)’, International Journal of Medical Informatics, vol. 114, pp. 66–75, 2018.

[4] J. Nielsen, “Usability for Senior Citizens: Improved, But Still Lacking,” Nielsen Norman Group, May 28, 2013. https://www.nngroup.com/articles/usability-seniors-improvements/

[5] Thefinchdesignagency, “Building User Trust in UX Design: Proven Strategies for Better Engagement,” Medium, Feb. 05, 2025. https://medium.com/@thefinchdesignagency/building-user-trust-in-ux-design-proven-strategies-for-better-engagement-c975aa381516

by julia.trummer -

#3 Testing and Research

Background

This week I had a situation that perfectly illustrated why I chose this topic. I was explaining some functionalities of a new app to my grandfather. He has always been very tech-savvy, he still works on his own website but even he struggles with certain concepts from time to time. He often tells me that everything takes him much longer than it used to and even when I show him a quicker or easier way to do something, he still sticks to the method he already knows. I believe this is partly a matter of habit and partly a reluctance to change something that “still works.”

What surprised me most was watching him interact with the app after my explanation. I assumed that once I had shown him how the app worked, it would be straightforward. But when he tried it on his own, he had to stop and ask for help at many points. It made me realize how much prior knowledge and digital literacy designers unconsciously expect from users, even when the interface seems simple to us.

This small moment showed exactly why designing for older adults matters: even motivated users with experience and interest in technology can struggle when interactions are not intuitive, forgiving or aligned with their mental models.

But here comes the real question: Is the problem rooted in the design of digital products or in the mental models that older adults bring with them? In other words, should we focus on improving the interfaces or on helping older people build the conceptual frameworks they need to understand how technology works in the first place?

Research

Problems older adults face with technology usually come from two sides: the design of the technology and the way older people understand and process information. When these two sides don’t match, it leads to confusion and mistakes. [1][3]

Many digital products simply aren’t designed with older adults in mind. This creates barriers that make technology hard to use.

  • Interfaces that feel cluttered or complicated: When apps have too many features or unclear layouts, older adults struggle to find what they need.[3]
  • Physical design that clashes with age-related changes: Small buttons, close-together touch targets or gestures like pinching and swiping can be difficult due to reduced vision, motor skills or dexterity.[3]
  • Unclear icons: Small, abstract or unfamiliar icons can be hard to recognize. Older adults often expect bigger, more descriptive labels instead of symbolic icons. [3]
  • Inconsistent design: If the interface doesn’t behave in predictable ways, it breaks the user’s expectations. This lowers trust and makes people feel unsure about what will happen next. [5]

(Planned) Sources

[1] D. Orzeszek et al., ‘Beyond Participatory Design: Towards a Model for Teaching Seniors Application Design’, arXiv [cs.CY]. 2017.

[2] L. Kane, “Usability for Seniors: Challenges and Changes,” Nielsen Norman Group, Sep. 08, 2019. https://www.nngroup.com/articles/usability-for-senior-citizens/

[3] G. A. Wildenbos, L. Peute, and M. Jaspers, ‘Aging barriers influencing mobile health usability for older adults: A literature based framework (MOLD-US)’, International Journal of Medical Informatics, vol. 114, pp. 66–75, 2018.

[4] J. Nielsen, “Usability for Senior Citizens: Improved, But Still Lacking,” Nielsen Norman Group, May 28, 2013. https://www.nngroup.com/articles/usability-seniors-improvements/

[5] Thefinchdesignagency, “Building User Trust in UX Design: Proven Strategies for Better Engagement,” Medium, Feb. 05, 2025. https://medium.com/@thefinchdesignagency/building-user-trust-in-ux-design-proven-strategies-for-better-engagement-c975aa381516

by julia.trummer -

#2 Research

Image by chriszwettler from Pixabay

This week I was looking into the Austrian side of things. I was interested how many elderly are using technology in Austria. Based on a survey that was conducted by the Statistics Austria in 2023 the adoption of technology, specifically looking at the internet usage was around 53.8% for people that were aged 75 – 84 years old. [2]

More interestingly that internet use declines as age increases.

  • 63.8% of 75- to 79-year-olds use the internet
  • 42.8% of 80- to 84-year-olds use the internet

The study was also focusing on the attitudes of elderly Austrians towards new technologies and categorized two main groups: Communication and Entertainment and Support and Health. In this case the study was talking about Tablet, Smartphone, Social Networks and Voice-Controlled PC in the first category of Communication and Entertainment. The second category Support and Health contained technology (Devices) like Tracking Systems, Auto Fall Alerts, Personal Alarms and Auto Cookers. [2]

Support and Health Devices

As previously mention this category contains devices like Emergency Tracking Systems. Around 77% of elderly (50+) had a positive attitude towards one of these technologies in this category.

  • 69% of elderly thought positive about the personal alarm systems
  • 62% of elderly thought positive about the auto fall alerts
  • 60% of elderly though positive about the tracking systems

This values indicate, like previously mentioned, that elderly are interested in technology if they see a clear benefit.

Advantages of using technology

Technology can enable the elderly to continue their daily life and be independent for as long as possible. [2]

  1. Support and Health Technology
    • Safety Assistance: Let’s the elderly still life independently and still be save with devices like Auto Fall Alerts. [2]
    • Maintain Health: With aging cognitive, physical and sensory impairments increase, this is where technology can improve mental and physical health. [1]
    • Lessens Medical related travel problems: Technology can help assist elderly that have limited mobility or need to go to medical facilities regularly. [1]
  2. Technology in Communication and Wellbeing
    • Technology can decrease loneliness and improve well-being. [2]
    • Elderly that access to the internet are often socially more connected. [2]
    • The use of ICT has a direct correlation to an improvement of Life Quality and Cognitive Function. [2]

What are ICTs?

ICT stands for Information and Communication Technology. It is an umbrella term for a range of different devices, innovations and systems. ICT has the potential to significantly facilitate the daily lives of an aging population.

Next Steps: Technology Adoption Models

  1. Technology Acceptance Model
  2. Unified Theory of Acceptance and Use of Theory [1]

Sources

[1] Y.-Y. Yap, S.-H. Tan, and S.-W. Choon, ‘Elderly’s intention to use technologies: A systematic literature review’, Heliyon, vol. 8, no. 1, p. e08765, 2022.

[2] N. Halmdienst, M. Radhuber, and R. Winter-Ebmer, ‘Attitudes of elderly Austrians towards new technologies: communication and entertainment versus health and support use’, European Journal of Ageing, vol. 16, 12 2019.

by julia.trummer -

#1 Informal Research

Interview

This week I started working on some research. I talked to a few people, just an informal interview, so I could get a feeling of the topic. I wanted to know if they would do more on their smartphones if they felt it was easier to use and also what makes some digital products hard to use. I also asked if there is a particular app they feel really confident with and why they feel that way.

One example that stood out to me was WhatsApp. Everyone was using WhatsApp. Someone also told me that she felt safe using it because she understands how the app works and that it feels more like a finite system they could oversee. What was more interesting to me was that she mentioned that the app is more understandable and feels more secure to use because it is linked to her phone number. She mentioned that only people who have her number, that are usually people she already met in real life, are able to contact her or see what she posts. This is what makes the app feel more predictable to her.

I found this really interesting, because its not just about usability, it is more about the feeling in control and having a familiar structure that connects to her real world experiences. “Giving someone the your phone number is something she always done, long before smartphones existed.”

Mental Models

I think this was a great example for mental models. When a digital product works in a way that feels familiar, it’s easier to understand and trust. In this case, WhatsApp builds on an old habit (not sure if on purpose), which helps users feel safe and capable in a digital environment.

A cycle depicting how our mental models shape our expectations, predictions, and decisions, while being simultaneously reshaped by what actually occurs.
Source: nngroup.com: https://www.nngroup.com/articles/mental-models/

After talking to a few people, I noticed that them using digital products depends on how much they trust them. Some felt unsure about what happens in the background or who can see what they do online.

At the same time, I think usability plays an important role. It was mentioned that digital products should be easy to use and that this would encourage them to engage with these products more often. In connection with this, one person said, “I’d use apps more if someone showed me how,” which highlights the idea that either the app itself needs to provide guidance, or a person needs to take on that role.

For my next steps, I would like to explore this concept of ease of use and the guidance aspect further. I want to research what makes a system feel simple enough to use and what kind of support helps people feel confident when trying something new.

References

M. Chan, “Mental Models and User Experience Design,” Nielsen Norman Group, Jan. 26, 2024. https://www.nngroup.com/articles/mental-models/

“Jakob’s Law of Internet User Experience,” www.youtube.com. https://www.youtube.com/watch?v=wzb4mK9DiHM (accessed Apr. 29, 2022).

by julia.trummer -

Bridging the Gap 

Image by congerdesign from Pixabay

#digital-literacy #trust #interactiondesign #inclusive-design #older-adults #usability #accessibility 

With the current development of technology, our world is becoming more digital every day. As a result, digital literacy, the ability to use, understand and critically engage with digital technologies, is becoming essential for full participation in society. 

However, a significant portion of older adults rarely or never use digital technology in their everyday lives. This is not simply a matter of disinterest, but often the result of exclusion: many digital products are not designed to meet their needs. Age-related changes such as declining vision, hearing, motor skills and cognitive flexibility make it more difficult to learn and adapt to new systems. When technology assumes prior experience or fast learning, it unintentionally leaves many older users behind. 

Yet, digital literacy offers clear benefits for older adults. It can strengthen social connections by allowing them to stay in touch with family and friends, thereby supporting mental well-being. Beyond that, digital engagement can foster independence, stimulate cognitive activity, help overcome physical barriers and even support a sense of identity and belonging in an increasingly digital world. 

Still, psychological barriers remain. Many older adults believe they are “too old” to learn new technologies or lack confidence in their ability to do so.  

Interestingly, digital exclusion is not only an issue of age. Anyone, regardless of generation, can experience it if they lack access, confidence, or understanding of digital systems. The topic, therefore, is not about age alone but about how design can make technology inclusive, trustworthy and empowering for all users. 

Research Focus

Main Questions

How can interaction design support older adults in learning digital skills and becoming more digitally literate?

How can design make digital systems understandable, transparent and trustworthy for older users?

SubQuestions

  • How do older adults approach learning?
  • How do older adults approach learning new digital technologies?
  • What barriers (cognitive, emotional, or physical) affect their ability to learn digital skills?
  • What teaching or onboarding methods are effective for older adults?
  • What competencies are essential for older adults to be digitally literate?
  • How does digital literacy affect older adults’ independence, social participation and well-being?

Examples and Links

Relevance for Design Fields

In many wealthy countries, people aged 65 and older are the fastest-growing demographic. With increasing life expectancy, older adults are living longer, staying active and continuing to pursue personal interests well into late life. They want to manage their finances, shop online, research topics and stay in touch with friends and family. However, age brings physical and cognitive changes. Hearing, vision and dexterity often decline, making interaction with technology more challenging. Most websites and apps are designed by and for younger users, which can make them inaccessible for older adults.

Digital literacy is a fundamental factor when designing interfaces for products and services. The level of digital competence within a user base guides decisions about interface complexity, navigation and functionality. For users with limited digital literacy such as older adults, interfaces need to be clear, predictable and forgiving, providing guidance and feedback that supports learning.

Possible Solutions

  • Integrating older people in the design process from the beginning.
  • Combining digital interactions with real life interactions.
  • Teaching basic digital literacy.

Challenges

Recruiting participants for my research may be challenging, especially ensuring a great range of experience levels. Motivating older adults to engage in learning and actively work on improving their digital literacy can also be difficult. Additionally, designing interfaces and interactions that effectively accommodate users with different levels of digital literacy is complicated.

Preview

In my next step I would like to already integrate some interviews with people. I want to grasp what the problem for them really is. I also plan to go deeper into the research of digital literacy for older people, read up on education and learning for the aging population.

Personal Motivation

As I was working on the topic of accessibility for my bachelor’s thesis, I became especially interested in how digital products can be made more inclusive. This is also when I found out that older adults often struggle to understand the functionality of websites, apps or other digital tools. I like to think that, one day, everyone has equal access to digital products, regardless of age or ability. I chose this topic because I believe good design should leave no one behind. Older adults should be able to use digital products independently, without relying on others and feel empowered while doing so. Being able to navigate technology confidently helps them participate more fully in social life, explore new interests and stay connected with friends and family. This is not just about convenience, it’s also about mental well-being, as social inclusion plays a key role in maintaining cognitive and emotional health. I’m also curious about how older adults’ social networks (family and friends) can play a role in spreading digital literacy. If friends, family, or community members can support each other, it could create a positive effect, helping even more people gain the skills and confidence to engage with technology. Ultimately, my focus is on designing solutions that empower, include and connect older adults in the digital world.

Another thing that really opened my eyes came from a talk at the WUC. I learned that many older adults would be happy to use technology if someone simply showed them how (guidance through interaction design). Surveys presented at the talk highlighted that 20% of older adults would use digital products more often if they were easier to use and 19% would engage more if they could see a clear benefit. These findings made me realize that, for many older users, the barrier is not disinterest, it’s accessibility, guidance and perceived value.

Index

Grabowski, S. (2024, October 2). A guide to interface design for older adults. Adchitects. https://adchitects.co/blog/guide-to-interface-design-for-older-adults

Kane, L. (2019, September 8). Usability for older adults: Challenges and changes. Nielsen Norman Group. https://www.nngroup.com/articles/usability-for-senior-citizens/

Landra, A. (2021). Impact of digital literacy on mobile user interfaces: A process for outlining UI design guidelines for people with low digital literacy (Master’s thesis, Politecnico di Milano, Scuola del Design). Politecnico di Milano.

Vercruyssen, A., Schirmer, W., Geerts, N., & Mortelmans, D. (2023). How “basic” is basic digital literacy for older adults? Insights from digital skills instructors. Frontiers in Education, 8–2023. doi:10.3389/feduc.2023.1231701

Weck, M., & Afanassieva, M. (2020). AGEING PEOPLE’S TRUST IN DIGITAL ASSISTIVE TECHNOLOGY: INITIAL TRUST FORMATION.