Online service design : a socio-technical perspective to engage an ageing population

Abstract

As online environments become more cost effective, allow for more personalisation and often offer faster solutions, numerous service providers have shifted priority to the development of online user interactions. Many perceive this trend as positive, and welcome services that can be accessed online, anywhere, anytime. However, not all members of society favour the shift to online services, and resistance to technology and online services have been documented among ageing individuals. In order to design user interactions for ageing users more effectively, it is imperative to understand the normative changes that impact ageing users’ interactions with online services. The exploration of user perception and experience links to both physical and emotional involvement - documenting reactions such as frustration, fear, joy and excitement in relation to online services. The study focuses on the exploration of perceived interaction barriers among South African ageing users, as well as those interactions already perceived as appealing, contributing to new theoretical insights and a description of the sociotechnical context investigated in this study. The study is completed using a constructivist grounded theory method, with qualitative methods focused on user participation and co-design. In addition to the emerging substantive theory of Ageing User Decision-Determined Engagement (AUDDE), the study adds value to online service design practice by developing a deeper understanding of user perceptions and experiences, within a socio-technical context. Findings from the participatory research sessions informed a set of practical service design interaction guidelines, which can inform the design of more engaging online services for the ageing community. Methodologically the study explores the grounded theory method, within a design research framework, and establishes it as a suitable methodology to generate theory through design practice