USER RESEARCH-BASED COMPUTER TRAINING PROGRAM FOR SENIORS
INTRO
The project is to develop training to engage senior center computer class participants to seek useful information on the web, create an email, and understand web search results.
The team was the Senior Center Computer instructors who provided access to the training room and participants, the Senior Center administration who greenlighted the project, mentors from West Reserve Area Agency on Aging, and the Philadelphia Corporation for Aging.
My role was to create, provide and analyze research, write curriculum, graphic design of materials, provide updates to the administration on progress and present the training weekly to computer center participants.
Situation
The problem exists as Senior Centers were getting funding for expensive computer programs and rooms, but only using the equipment to play computer solitaire or view social media sites.
Why this problem is important is that local, state, and federal government programs were all transitioning to only using the web to apply for critical services. Centers were in danger of losing funding.
Action
The process I and the team took was to research the needs of the Senior user to find ways to help them set up their own email account, look on the internet for assistance, demystify the web browser layout and search results.
I created the form from a conversation with Florence Gallagher, an active senior member of PCA's Advisory Council, who enjoyed sewing and watching Project Runway, the Bravo Network reality competition show for fashion designers.
I created the form from a conversation with Florence Gallagher, an active senior member of PCA's Advisory Council, who enjoyed sewing and watching Project Runway, the Bravo Network reality competition show for fashion designers.
This was a gateway to looking at the Project Runway content online. People of all ages search the internet and connect online for things they are interested in. The form gathered information to help them become comfortable with searching for services online.
The form was used to guide the development of the course curriculum.
UX Deliverables/activities to help solve the problem
1. Develop a user research form to query seniors
2. Find a Senior Super User as a tester
3. Develop personas
5. Mockups
6. Film responses after class completed
Based on informal focus groups, three primary users were established.
The research form, fact sheet for Senior Center Directors, and a lesson on email for students.
Results
Over 70% retained their knowledge and remained active online participants.
The program originated in North Broad Street Senior Center and expanded to a total of 5 Senior Centers throughout Philadelphia, PA.
The training increased the computer class participation by over 35% with good retention of information and use of their new skills in understanding search results, setting up an email, and understanding how to search.
Students have connected with family abroad, found bus schedules online, and have emails to receive vital service information.
Students have connected with family abroad, found bus schedules online, and have emails to receive vital service information.
The classes were held in 5 centers in Philadelphia for 2 years with over 100 seniors participating.
Learnings
User testing yielded 3 areas of concentration, Understanding Search Results, creating and using email, and searching for information on the web.
I learned that Senior Men-only classes were more helpful based on their cultural conditioning.
Creating a 1-class module was helpful as participation was sometimes sporadic with their unpredictable senior life (like illness, getting transportation to the center, doctor appointments, and family events).
Next Steps
App Design
I wanted to create an app for our computer class attendees that was as easy as printed materials. I didn’t want to mirror what the printed lessons provided as device size can be difficult to read for that cohort. I wanted to develop a user-centered design process to best discover what functions would serve not only classroom attendees but senior center attendees who have smartphones.
I wanted to create an app for our computer class attendees that was as easy as printed materials. I didn’t want to mirror what the printed lessons provided as device size can be difficult to read for that cohort. I wanted to develop a user-centered design process to best discover what functions would serve not only classroom attendees but senior center attendees who have smartphones.
1. Planning & Discovery
Using class questions as a starting point, I began to brainstorm what common services the app could contain. I knew there were certain functions the app needed to contain, but many others I wasn’t sure about. I knew the app needed to fit these 3 design principles: simple, useful, and quick. Using the questionnaire, I interviewed the senior center staff and computer class attendees in two locations to begin to poll them on what information is most critical to them when using their phones.
Using class questions as a starting point, I began to brainstorm what common services the app could contain. I knew there were certain functions the app needed to contain, but many others I wasn’t sure about. I knew the app needed to fit these 3 design principles: simple, useful, and quick. Using the questionnaire, I interviewed the senior center staff and computer class attendees in two locations to begin to poll them on what information is most critical to them when using their phones.
2. Research and Personas
The interviews confirmed many of my initial assumptions about what functions the app needed. Senior center staff wanted the daily schedule, and to provide notices to senior center attendees about changes to the schedule. Conversely, the computer class attendees needed their phones to use what they learned in class. I took this information and created post-it notes sorting them by importance and feasibility.
The interviews confirmed many of my initial assumptions about what functions the app needed. Senior center staff wanted the daily schedule, and to provide notices to senior center attendees about changes to the schedule. Conversely, the computer class attendees needed their phones to use what they learned in class. I took this information and created post-it notes sorting them by importance and feasibility.
Initial Cart Sorting for possible App design.