Problem Definition: Web Access for Older Users

Background

Figures released in 2002, from the 2001 national census, revealed that the UK has an ageing population and that for the first time ever more people aged over 60 are living in the UK than under the age of 16. Census officials have attributed these findings to improved health-care and living standards, which have seen the proportion of over 60s rise from 16% of the population to 21% in the past 50 years. In addition, it was reported that there were now 1.1 million people aged over 85 living in the UK, which is five times as many as reported in the 1951 survey.

However, despite these findings, a report by the National Audit Office (NAO) has revealed that although a large number of over 65s are now using the Internet (so called "silver surfers"), just 17% of the over 65s have actually connected to the Internet and gone online (compared to 94% of 16 to 24-year-olds). This statistic is understandable when one considers research conducted by Age Concern, which revealed that a total of 44% of over-50s have no access to a computer at all.

Such findings are important when one also considers that older people tend to be the greatest users of public services and would undoubtedly benefit from the government's plan to ensure that all provision is available to the public electronically. Indeed, many of the UK's ageing population have mobility problems, difficulty in gaining access to sources of information, live alone or want to remain independent and involved. Access to electronic sources of public information would be of great benefit to them, as would the communicative and social opportunities presented by the web.

Problem

Over the last few years several initiatives have been launched to encourage the older generation to learn basic computing and web skills, which have included training sessions on how to use a computer, keyboard and mouse, surf the web and send e-mails. These have helped to promote the ways in which technology can be beneficial to their lifestyle, highlighting the advantages of online shopping, instant access to information and advice, fast global communication with friends and family and the ability to trace family histories.

Nevertheless, despite these developments, we believe several problems remain in encouraging, and enabling, older users to access the web:

• Expense
  For individuals with a low disposable income, especially those living on state pensions, the initial purchase of computer equipment may be too expensive when one considers that a basic multimedia PC package can cost in the region of £300. Furthermore, a monthly subscription of approximately £15 to an Internet Service Provider (ISP) is required to gain access the Internet, which may be too costly for those who already have to budget very carefully on a limited income.
  
  

• Complexity
  Computers are notoriously difficult to use for the average individual, especially those who are embarking upon such technology for the first time or who have limited exposure. This problem transcends age groups, with computers often perplexing those in their 20s or 30s as much as those in their 50s. For older users the problem is magnified, with their own perception of the complexity of the technology being as much as a barrier to their learning and uptake as the hardware itself.
  Furthermore, before one can even start browsing the web, a variety of tasks need to be performed:
  
  

  • the purchased hardware needs to be set-up and configured, with several devices being interconnected by a multitude of cables
    
  • the user needs to learn how to perform (relatively) simple operations such finding and opening files, folders and applications, not to mention booting up the computer and shutting it down
    
  • the user needs to learn how to use a keyboard and operate a mouse
    
  • the user needs to choose a connection package that is suitable for them (such as choosing a speed and download limit despite having no idea how much they'll need) and then needs to select and subscribe to an ISP (which can often only be done online!)
    
  • the user needs to wait for their connection to be activated and follow any necessary installation instructions
    
  • a variety of software needs to be installed, such as operating system updates and anti-virus, spam and trojan software
    
  • the user needs to learn how to launch and use a web browser as well as ensuring they have all the necessary plug-ins (such as a PDF reader and Flash Player)
    
  
  

  Although several of these steps only have to be performed the once, and at the very start, they are time consuming and often frustrating enough to discourage, prevent and defeat many from continuing any further, especially when all they want to do is "get on the Internet".
  
  

• Inconsistency
  Once a user has finally managed to access their first website, and learned how to move forward and backward from one page to another, they will soon discover that rarely are two websites alike. Content is presented in different ways with different layouts, font styles and sizes differ from site to site, and poorly contrasted colour schemes can often render text unreadable. This lack of familiarity and consistency between websites could potentially complicate the web browsing experience for many older users and detract from the information and services they are trying to access.

Summary

Despite an ageing population and the potential benefits the web has to offer to those over the age of 65, there are many obstacles and barriers preventing them from gaining access to the Internet. We believe these can be largely attributed to expense, complexity and inconsistency. Although great advances in HCI have been achieved, many continue to find the modern computer too difficult to use. A user-centred design approach is therefore required to tackle these issues, narrowing the technological divide between generations, and providing the means through which older users can explore the web and benefit from the opportunities it presents.