Developing a framework for improving older adults' technology acceptance within a case example of elverly support : using theory and human centred design for designing the introduction of the VictoryaHome system

Many assistive technologies are being developed to support independently living elderly and their often older informal caregivers in the ageing process. Even though these technologies have many advantages, the technology acceptance in this user group is generally low. A lot of research has therefore been done on designing systems with a better acceptance rate. However, far less research focuses on the product implementation. This study therefore aims to develop a framework for improving older adults’ technology acceptance within a case example of elderly support, focusing on the system introduction. In doing so, the currently available knowledge on influencing technology acceptance is synthesized first. Then, the case of VictoryaHome, a European research project that is developing an assistive technology for elderly and their caregivers, is intensively studied in order 1) to generate case specific design solutions for the technology introduction, and 2) to develop new insights into the current technology acceptance theory. To reach these objectives, a human centred design approach is followed and the first three phases of the human centred design cycle are executed. The first phase consists of understanding the context of use and eliciting requirements. Concept mapping is performed to get an understanding of the knowledge that users need to acquire. A hierarchical task analysis is performed to understand the tasks that users perform to achieve the system supported user goals. Laddering interviews are done to retrieve persuasive information that helps users in deciding to accept or reject the system. Finally, semi-structured interviews are held to retrieve user needs and preferences for the introduction. The next phase involves specifying these findings and formulating specific user requirements. These requirements are prioritised using the MoSCoW method. Based on the user requirements, users’ preferences for solving these requirements and relevant design guidelines from literature, an initial evidence-based design for introducing the VictoryaHome system is produced. The introduction design involves: 1) an informational and motivational video, 2) a training, where users have hands-on experience with the system in their own homes, 3) a user manual, and 4) supervised discussions leading to agreements to resolve privacy issues and to coordinate use behaviour between users. The user requirements, design guidelines and rich context information can on the one hand be used as example or inspiration for similar cases. On the other hand, the deep understanding of the study subject gained by in-depth qualitative research has theoretical implications. The results of this study suggest that two dominant models of technology acceptance could be integrated, and that ‘coordinating use behaviour’ could be an important additional determinant of technology acceptance in a multi-user context. Experimental studies are necessary to confirm the value of the found user requirements and the new insights into the technology acceptance theory.