Digital Literacy for Older Adults

Digital Literacy for Older Adults

Digital Literacy for Older Adults

Using community centered design principles, I cofounded Ask Mabel, a free, playful SMS experience that empowers older adults to learn and practice digital communication skills through a web-app.

Using community centered design principles, I cofounded Ask Mabel, a free, playful SMS experience that empowers older adults to learn and practice digital communication skills through a web-app.

Using community centered design principles, I cofounded Ask Mabel, a free, playful SMS experience that empowers older adults to learn and practice digital communication skills through a web-app.

Visit Ask Mabel Website

Ask Mabel App mockup of home screen with tagline, building a community of digitally resilient seniors, one step at a time. Button shows "get free lessons". Next to the app are logos of IDEO and Riot Games

Contributions

Product Design

User Research

Illustrations

Team

1 Product Designer

1 User Researcher

1 Product Manager

2 Subject Matter Experts

Timeline

Aug 2022 - Nov 2023

(4 months)

Summary

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A group of diverse design, product, engineering and subject matter expert fellows stand in front of a whiteboard that says "Welcome to Blue Ridge Labs"
A group of diverse design, product, engineering and subject matter expert fellows stand in front of a whiteboard that says "Welcome to Blue Ridge Labs"
A group of diverse design, product, engineering and subject matter expert fellows stand in front of a whiteboard that says "Welcome to Blue Ridge Labs"

Context

As a product design fellow at Blue Ridge Labs, I investigated digital equity challenges in New York City, specifically for older adults

At Blue Ridge Labs, Robin Hood Foundation's innovation hub, I conducted in-depth, community centered research through interviews, field visits, and focus groups. Our goal was to uncover problems faced by low income communities in New York City.

After talking to more than 10 community members in 2 focus groups about their challenges with the digital world, my curiosity led me to the intersection of technology and aging.

At Blue Ridge Labs, Robin Hood Foundation's innovation hub, I conducted in-depth, community centered research through interviews, field visits, and focus groups. Our goal was to uncover problems faced by low income communities in New York City.

After talking to more than 10 community members in 2 focus groups about their challenges with the digital world, my curiosity led me to the intersection of technology and aging.

An older black man sits at a table holding an ipad with a younger woman standing behind him with her hand on his shoulder.
An older black man sits at a table holding an ipad with a younger woman standing behind him with her hand on his shoulder.
An older black man sits at a table holding an ipad with a younger woman standing behind him with her hand on his shoulder.

Problem

User research revealed the complexities and underlying assumptions surrounding older adults' relationship with technology.

Like many, my team falsely believed that older adults’ (65+) challenges with technology stemmed primarily from their age and limited exposure to digital tools. However, our research revealed a more complex issue:

  • systemic ageism within the tech industry, and

  • a lack of services meeting older adults' specific needs.

Like many, my team falsely believed that older adults’ (65+) challenges with technology stemmed primarily from their age and limited exposure to digital tools. However, our research revealed a more complex issue:

  • systemic ageism within the tech industry, and

  • a lack of services meeting older adults' specific needs.

Like many, my team falsely believed that older adults’ (65+) challenges with technology stemmed primarily from their age and limited exposure to digital tools. However, our research revealed a more complex issue:

  • systemic ageism within the tech industry, and

  • a lack of services meeting older adults' specific needs.

Like many, my team falsely believed that older adults’ (65+) challenges with technology stemmed primarily from their age and limited exposure to digital tools. However, our research revealed a more complex issue:

  • systemic ageism within the tech industry, and

  • a lack of services meeting older adults' specific needs.

So we asked:

How might we empower older adults to navigate technology with confidence and autonomy?

Outcome

We created Ask Mabel - an SMS and web-based digital literacy platform that lets older adults learn at their own pace. Our MVP was a winner in an IDEO competition.

Over three months, we developed a minimum viable product (MVP) of Ask Mabel using Webflow, including branding and a mascot.

We received awards from IDEO and the Robin Hood Foundation for our thoughtful research and implementation, addressing a frequently overlooked need in tech innovation.

These awards provided $8,000 in funding to further develop our idea.

A poster from the Designing for Digital Thriving Competition says "Congrats to our 10 prize winners!". Ask Mabel is featured on this poster. Also shows the sponsors: Riot Games, Fair Play Alliance, Sesame Workshop and IDEO.
A poster from the Designing for Digital Thriving Competition says "Congrats to our 10 prize winners!". Ask Mabel is featured on this poster. Also shows the sponsors: Riot Games, Fair Play Alliance, Sesame Workshop and IDEO.
A poster from the Designing for Digital Thriving Competition says "Congrats to our 10 prize winners!". Ask Mabel is featured on this poster. Also shows the sponsors: Riot Games, Fair Play Alliance, Sesame Workshop and IDEO.
A poster from the Designing for Digital Thriving Competition says "Congrats to our 10 prize winners!". Ask Mabel is featured on this poster. Also shows the sponsors: Riot Games, Fair Play Alliance, Sesame Workshop and IDEO.

Our research was a true collaboration with the community, and we made a conscious effort to minimize the impact of our own assumptions. This careful approach allowed us to identify the real needs of our end users.

Needs

We identified three technological needs based on insights from three SME interviews and two focus groups:

We identified three technological needs based on insights from three SME interviews and two focus groups:

More Time

Unlike digital natives, older adults, who are digital immigrants, require more time to learn new technologies. 

Unlike digital natives, older adults, who are digital immigrants, require more time to learn new technologies. 

Dedicated Learning Space

Older adults value a learning environment where they can experiment and learn at their own pace without fear of failure.

Older adults value a learning environment where they can experiment and learn at their own pace without fear of failure.

Peer Support

Older adults often feel more at ease learning from someone like a peer who shares their experiences and challenges.

Older adults often feel more at ease learning from someone like a peer who shares their experiences and challenges.

Tailoring Features to User Needs

Each feature in Ask Mabel was specifically included because of the needs we identified

Need: More Time

Feature

Personalized learning

Functionality

After sign-up, users receive a text to personalize their learning journey where they can choose the dates and times at which to get lessons.

Design Rationale

To cater to older adults' learning preference, we designed Ask Mabel to offer flexible, self-paced lessons.

A welcome SMS from Ask Mabel on a mobile phone asking the user to choose from some topics to begin their lesson
A welcome SMS from Ask Mabel on a mobile phone asking the user to choose from some topics to begin their lesson
A welcome SMS from Ask Mabel on a mobile phone asking the user to choose from some topics to begin their lesson

I drafted the SMS integration messaging, focusing on making it approachable and clear.

Need: Learning Space

Feature

Web-based lessons

Functionality

Users can start lessons on their phones, at their convenience. Post-lesson quizzes allow for learning by trail-and-error.

Design Rationale

Based on feedback, we designed this as a web app, rather than a downloadable application, to address older adults' concerns about data usage and app updates. This format also supports their preferred trial-and-error learning style.

Based on feedback, we designed this as a web app, rather than a downloadable application, to address older adults' concerns about data usage and app updates. This format also supports their preferred trial-and-error learning style.

Ask Mabel Website with lessons asking user what they would like to learn today.
Ask Mabel Website with lessons asking user what they would like to learn today.
Ask Mabel Website with lessons asking user what they would like to learn today.

My team and I created lessons, which I built on Webflow using a low-code approach.

Need: Peer Support

Feature

Mascot

Functionality

"Mabel" the mascot was a deliberate branding choice. She appears throughout the user journey to offer encouragement and support.

"Mabel" the mascot was a deliberate branding choice. She appears throughout the user journey to offer encouragement and support.

Design Rationale

To support peer learning, we designed a relatable mascot, Mabel, to guide adults through each lesson. User feedback informed her character and appearance, emphasizing trustworthiness and confidence.

To support peer learning, we designed a relatable mascot, Mabel, to guide adults through each lesson. User feedback informed her character and appearance, emphasizing trustworthiness and confidence.

A series of illustrations depicting a confident older woman with warm brown skin, sporting a stylish combination of curly gray hair, cat-eye glasses, a cozy sweater, and a classic pearl necklace
A series of illustrations depicting a confident older woman with warm brown skin, sporting a stylish combination of curly gray hair, cat-eye glasses, a cozy sweater, and a classic pearl necklace
A series of illustrations depicting a confident older woman with warm brown skin, sporting a stylish combination of curly gray hair, cat-eye glasses, a cozy sweater, and a classic pearl necklace

I created these illustrations of "Mabel" who we imagined as a confident, supportive friend.

Getting to this stage included lots of research and some major pivots

Design Process ↓

Research

In initial focus groups with people of all ages, I observed that older adults disproportionately blamed themselves when they struggled with technology. This realization sparked my desire to learn how design excludes older adults and to find ways to address this bias.

In initial focus groups with people of all ages, I observed that older adults disproportionately blamed themselves when they struggled with technology. This realization sparked my desire to learn how design excludes older adults and to find ways to address this bias.

Our research methods were deeply influenced by Robin Hood's commitment to solutions grounded in lived experiences. We prioritized ethical and participatory research throughout our process.

Our research methods were deeply influenced by Robin Hood's commitment to solutions grounded in lived experiences. We prioritized ethical and participatory research throughout our process.

A few people browsing the collections at a library
A few people browsing the collections at a library
A few people browsing the collections at a library
Field Visit

We visited the Queens Public Library’s Digital Literacy center to see what services were currently offered.

Tanu, an indian woman with a mask, holds up a piece of paper in front of older people in a senior center.
Tanu, an indian woman with a mask, holds up a piece of paper in front of older people in a senior center.
Tanu, an indian woman with a mask, holds up a piece of paper in front of older people in a senior center.
Focus Groups

Once we identified our primary stakeholder, we conducted additional focus groups to understand their struggles while navigating technology.

Once we identified our primary stakeholder, we conducted additional focus groups to understand their struggles while navigating technology.

OATS logo - older adults technology services
OATS logo - older adults technology services
OATS logo - older adults technology services
SME Interviews

We spoke to 3 experts who have worked with older adults in tech to learn how tech often misunderstands the needs of older adults.

3 diverse senior citizens sit at a table lookign at their devices while a younger gentleman observes them
3 diverse senior citizens sit at a table lookign at their devices while a younger gentleman observes them
3 diverse senior citizens sit at a table lookign at their devices while a younger gentleman observes them
Co-design Session

I designed a co-design session to empower participants as decision-makers in the design process.

many phone screens showing the user flow
many phone screens showing the user flow
many phone screens showing the user flow
Iterative Usability Testing

Once we had some ideas, we created low-fidelity prototypes to get rapid feedback from our users and mentors.

Once we had some ideas, we created low-fidelity prototypes to get rapid feedback from our users and mentors.

Our primary research revealed that older adults have distinct needs, long ignored by tech and exploited by media, resulting in long-term confidence loss. However, this resilient population also demonstrated a strong desire to learn and grow.

Findings

  1. Ageism as a Barrier to Tech Education:

    • Ageism in media often portrays older adults as incapable of using technology, hindering their access to tech education.

  2. Growing Technological Reliance:

    • As the fastest-growing demographic, older adults increasingly rely on smart devices to participate in daily life.

  3. Desire for Learning:

    • Many older adults are eager to learn new technologies, given the time and support to do so at their own pace.

  4. Challenges with Onboarding:

    • Older adults often struggle with onboarding new applications, especially when updates disrupt familiar processes.

  5. Difficulty with Troubleshooting:

    • Older adults frequently lack the knowledge and resources to troubleshoot technical issues independently.

  1. Ageism as a Barrier to Tech Education: Ageism in media often portrays older adults as incapable of using technology, hindering their access to tech education.

  2. Growing Technological Reliance: As the fastest-growing demographic, older adults increasingly rely on smart devices to participate in daily life.

  3. Desire for Learning: Many older adults are eager to learn new technologies, given the time and support to do so at their own pace.

  4. Challenges with Onboarding: Older adults often struggle with onboarding new applications, especially when updates disrupt familiar processes.

  5. Difficulty with Troubleshooting: Older adults frequently lack the knowledge and resources to troubleshoot technical issues independently.

Iterations

While some iterations required complete pivots due to technological limitations, each change was met with positive feedback from our audience.

Iteration 1: Native Plug-in

Functionality

In-app Training: This product was designed as a plug-in that would seamlessly integrate with commonly used apps to provide step-by-step guidance while using that app.

Design Rationale

We designed a "plug-in" interface to minimize the learning curve for our training. Seamless integration with existing applications allows users to access the training directly within familiar apps instead of trying to learn a new app.

Feedback

While the initial iteration of Phone Pal received positive feedback, we encountered technical limitations that hindered its implementation. As a result, we decided to revisit the problem space and explore alternative solutions.

a mockup of an email app with a pop up that says "first, touch the left arrow"
a mockup of an email app with a pop up that says "first, touch the left arrow"

Iteration 2: Game Application

Functionality

Gamified Learning: This version was a gamified learning app that combined interactive lessons with access to tech support. Users could learn basic tech skills at their own pace, while also having a dedicated support team to assist with any daily tech challenges they might face.

Gamified Learning: This version was a gamified learning app that combined interactive lessons with access to tech support. Users could learn basic tech skills at their own pace, while also having a dedicated support team to assist with any daily tech challenges they might face.

Design Rationale

To empower older adults and foster self-paced learning, we gamified the experience. Inspired by the popularity of mobile games among older adults, we believed this approach could create an engaging and enjoyable learning environment.

To empower older adults and foster self-paced learning, we gamified the experience. Inspired by the popularity of mobile games among older adults, we believed this approach could create an engaging and enjoyable learning environment.

Feedback

While users appreciated the gamified approach, concerns arose about app storage requirements. Additionally, the mascot was perceived as perpetuating stereotypes of older adults. Users expressed a desire for a more confident and empowering mascot.

A mockup of a Ask mabel on a phone screen with an old woman saying "Hi Laura, what would you like to do today?" The options are "I want to play the game" and "I am stuck and need help". There is also an option called "Or tap to say it to me"
A mockup of a Ask mabel on a phone screen with an old woman saying "Hi Laura, what would you like to do today?" The options are "I want to play the game" and "I am stuck and need help". There is also an option called "Or tap to say it to me"

Iteration 3: SMS and Web-based Application

Functionality

SMS based subscription: This service sends bite-sized lessons to older adults who wish to learn the basics about online technology through text messages and a web browser.

SMS based subscription: This service sends bite-sized lessons to older adults who wish to learn the basics about online technology through text messages and a web browser.

Design Rationale

To simplify the user experience, we opted for a text-based solution. By delivering lessons via texts, we eliminate the need for app downloads. This approach minimizes technical barriers and ensures accessibility for a wider range of users.

To simplify the user experience, we opted for a text-based solution. By delivering lessons via texts, we eliminate the need for app downloads. This approach minimizes technical barriers and ensures accessibility for a wider range of users.

Feedback

Users appreciated the SMS-based approach and were pleased that we retained the gamification elements.

Ask Mabel App mockup of home screen with tagline, building a community of digitally resilient seniors, one step at a time. Button shows "get free lessons".
Ask Mabel App mockup of home screen with tagline, building a community of digitally resilient seniors, one step at a time. Button shows "get free lessons".