Read at Uxmatters
Gaining an understanding of the root of the problem will be neither immediate, nor easy. BBC Radio 4's program You and Yours conducted an investigation that surfaced some very different perceptions of digital technology within the context of accessing General Practitioner (GP) medical services.
The majority of the seniors they interviewed lamented their having difficulties when trying to book medical appointments or get their prescriptions online. On the contrary, younger patients praised the convenience of avoiding lengthy phone calls or going to their GP's office for health matters that weren't urgent.
Although society might broadly recognize that constant and continuous exposure to technology is critical to building digital proficiency among older adults, seniors often lack the necessary experience because they are hesitant to try out new technologies. Plus, popular degrading narratives that depict older adults as 'technologically inept' or 'digitally illiterate' might simply put them off. Or seniors might be missing the basic building blocks of digital literacy-some fundamental understanding that could guide them through further trial and error when learning new tools.
Before blaming these users or expecting that they'll simply adapt to the rules of a new world, it would be beneficial to observe them in context so we can shed light on