Demographic change is progressing inexorably and the group of older users of digital services will continue to grow in the coming years. Many people, especially the 60+ generation, fear that they will not be able to keep up with technological developments. This generation grew up in an analog world and often has less experience with digital technologies. Older women are particularly affected, as they have historically had less access to technology and have therefore been less able to build up digital skills.

For us as service designers, this points us in a clear direction: services must be designed with accessibility in mind. It is crucial that all users - especially older people, who often feel insecure - are sufficiently supported and considered!

We therefore dedicated our invitation to hold a workshop at the CBF to this important topic. We were joined by 10 interested people from different areas of administrative work. We went through five different service tasks with them, which the participants had to solve using simulation goggles and gloves.

At the start of the exercise, each team of two received an envelope containing the service to be tested, the gadgets and instructions on how to use the goggles, gloves, laptops and headphones.

Each team member then tested the digital or analog service or slipped into the role of the accompanying helper, which is provided in everyday life by family members, caregivers, neighbors and senior companions.

For example, one team was asked to read and test the user-friendliness of a digital interface in the form of a government text under difficult conditions. The glasses impaired vision and the gloves made it difficult to operate the touchscreen, simulating realistic challenges that older users may encounter in various digital administrative services.

After each team member had tested the service, they documented their experiences and the specific problems they encountered. This included difficulties reading the text, problems navigating the site or technical hurdles when interacting with the interface. Participants also documented their feelings when using the site and collected their pain points.

We asked: How do you feel at this moment? The most common answers were:

-> Frustration
-> Helplessness
-> Overwhelmed

Our further discussion with the participants revealed that the biggest challenge for people who are not coping well in the digital space is asking for or demanding help. Shame often causes them to hold back. Only when people know that they are not alone can they accept the help available.

The quick change of perspective on your own service is uncomplicated and entertaining, and we wholeheartedly recommend this format. We wish you many insights and perspectives!