Seniors & Technology

Anne-Marie Lampow, Brenda Bjornson, Heather Isidoro, Reid Lucas

Problem Statement

During the COVID-19 pandemic, independent seniors become very isolated, and with limited digital literacy, were unable to connect with people or use technology to access connection and services effectively, if at all.

Given the problem statement, how might we address the following issues:

Build Digital Literacy

• Extend their knowledge and wisdom relating to technology
• Educate and build technology literacy
• Build confidence in using technology
• Make seniors feel safe with technology
• Connect seniors who have no prior experience with technology
• Protect and provide security
• Create an interface that is easy for seniors to engage with
• Make seniors feel good about learning and embracing technology

Build Connection and Community with Technology

• Entertain and offer meaningful social and experiential opportunities — stimulate mind, engage with friends
• Create a social environment for those isolated
• Network /connect with others
• Reduce or eliminate the feeling of isolation while protecting from and/or preventing health risks
• Create inclusion and social opportunity —human connections and interactions, feeling of belonging, mental wellness opportunities, increased entertainment options

Enhance physical and mental wellness from inside the home

• Create easy medical access — i.e., GP practitioner, specialists
• Mental wellness — i.e., psychologist
• Create easy access to guided physical wellness

Create ease of access for daily activities that can be done online

• Grocery shopping
• Ordering/refilling prescriptions
• Shopping — clothes, fun items
• Paying bills
• Ordering items by subscription or one-time transactions

Create affordability to ensure options are accessible to a greater number of people

• Subsidies
• Partnerships
• Government grants

Reduce/prevent isolation that may contribute to the following issues

• Lack safety/feeling of safety
• Falls inside and outside of home
• Medical emergencies
• Lack of socialization (friends, family, community)
• Limited human connections and interactions
• Lack of feeling of belonging
• Loneliness
• Mental wellness issues
• Reduced exercise and fitness opportunities
• Reduced and limited entertainment options

Setting the Stage — Human Centred Design

When social isolation and stay at home mandates were issued during the COVD-19 pandemic, everyone became more isolated, to varying degrees. People everywhere struggled to connect and interact, with older populations being more affected due to their lack of digital connection.

According to the National Coalition on Aging (“NCOA”), lack of social connection in seniors can be a factor for premature mortality. Where many people could connect, shop, exercise and visit digitally, many seniors do not have the access or education to the types of technology to take advantage of those opportunities. They also found that only 38% of seniors feel comfortable with technology.

“They are no longer in the workforce, are more likely to live alone, and have fewer social connections over time. In addition, their extended families may be more geographically dispersed than in past generations, making it difficult to maintain in-person familial contact.” (NCOA)

As the world continues to monitor the pandemic and new viruses or strains emerge, the reality of either mandatory or voluntary social distancing or isolation remains. For seniors, especially those who may be more susceptible or immune compromised, continued isolation may be the new normal.

Covid-19 affected seniors in a significant way; seniors have been deemed at the highest risk for serious illness and death as a result of Covid-19.

Isolation affected seniors’ mental and physical well-being in part because of their lack of technology and technological proficiency, which is being referred to as the “grey divide”. They were also under more aggressive isolation requirements due to their increased vulnerability to serious illness or death from the virus. This home-bound situation is both a problem as well as an opportunity that is worth exploring, to protect our seniors from the inevitable risk of future pandemics.

Social isolation is commonly defined as a low quantity and quality of contact with others. A situation of social isolation involves few social contacts and few social roles, as well as the absence of mutually rewarding relationships. Social isolation can generally be recognized by others observing a person’s relationships, while loneliness is a personal experience.

Its no secret that Canada’s population is aging: “In 2020, there were 6.8 million seniors in Canada, representing 18% of the overall population. This proportion is expected to rise to one-fourth by 2040.”

Not only is the population aging, but the life expectancy of seniors is increasing as well: “…the number of people aged 80 and over will almost triple between 2018 and 2045, from 1.6 million to 4.4 million people …” (Statistics Canada, 2019).

Although it is impossible to predict, it is likely that there will be another pandemic in the future. “The most important takeaway is that large pandemics like COVID-19 and the Spanish flu are relatively likely,” said William Pan, Ph.D., associate professor of global environmental health at Duke.

One of the learnings from Covid-19, is teaching us the value of being connected. Technology is at the heart of our ability to connect, and we need to make sure that seniors have access, comfort, and confidence in using that technology. In fact, in 2021, Marston & van Hoof expanded on the WHO model of Age-Friendly cities by adding the Smart Age-Friendly Ecosystem (SAFE) framework which also added Information Communication and Technology (ICT).

Embedding technology is critical in community design for the future and in particular for seniors. Digitalization is an important opportunity for the future, which will help ensure that our seniors are not negatively affected as a result of health-related isolation.

This means we have a unique opportunity to develop products that recognize:

1. The population of seniors is continuing to increase, and their desire to stay in their own homes for as long as possible is another trend that has been recognized, according to Statistics Canada.
2. The likelihood of another pandemic is real.
3. The practice of aggressively isolating seniors due to other health issues will likely be applied in future lock-down situations.
4. Seniors as a group are the least technologically connected or proficient, which is a risk to their mental health and needs to be addressed.
5. Technology needs to adapt to seniors’ health issues as they age: “… lack of experience in using digital solutions, lack of digital skills, lack of trust toward digital solutions, and physiological challenges they experience while using ICT-based solutions, such as poor eyesight, possible disabilities, and loss of hearing …”.

So how can we support our seniors?

We can look to Singapore, which has been a leader in addressing this issue. The Singapore government launched the Seniors Go Digital program in May 2020.

The intent of this program is to ensure that as Singapore accelerates digital adoption across all sectors and progresses as a digitally connected nation, no one is left behind — particularly older Singaporeans, or seniors.

Through this program, seniors can sign up for government-subsidized data plans for their mobile phones or gadgets, and learn basic skills such as downloading phone apps, making video calls, and texting, under the close personal guidance of Digital Ambassadors, resourced and funded by the government.

“Singapore’s Infocomm Media Development Authority (IMDA) and its corporate partners Microsoft, Cognizant, and Grab, have launched Virtual Digital Clinics as part of its digital inclusion efforts. It is a program that helps seniors get advice from volunteers and access essential digital services from home. They have also developed partnerships with Microsoft, among others, to provide video conferencing apps and virtual digital clinics to help seniors.”

The key benefit of getting seniors in Singapore connected and engaged is, as they say, potentially lifesaving: the elderly can learn “digital skills and knowledge to help them tap into digital services to stay engaged, connected, and productive”, safely in their homes.

Closer to (our) home …

According to the Alberta Seniors and Housing/Alberta Health Senior’s Community Profiles for Calgary, the number of residents over 65 live who live alone is almost double the number who live with a partner. While living alone doesn’t automatically equate to isolation, significant life changes such as the loss of a partner or severe illness, can limit or prevent social, family and community contact and activities.

The need for supports will continue to grow with Alberta’s senior population, as there are already more than 700,000 aged 65+ at the end of last year, a number that is expected to double in the next 20 years.

Seniors who found themselves without family and social interactions during the pandemic, are more likely to suffer from depression and anxiety in addition to new or worsening physical ailments such as high blood pressure, heart disease, weakened immune systems and cognitive decline. As the world (and our city) move past Covid, they will likely be the ones who struggle the most to regain/retain social contact, more so if we experience another pandemic situation.

Even with the current supports in place for isolated and vulnerable seniors (pre-, during and post-pandemic) and the gradual reopening and resumption of social activities for seniors in-person and online, those without technology or the ability to use need additional support and resources — especially when there may still be cause for continuing to social distance due to their age group and ongoing health risks — will continue to be isolated and vulnerable.

This includes seniors with disabilities (estimated to be nearly 40% of the senior population in Canada), such as those who are deaf and hard-of-hearing or have vision loss or blindness. If they did not already have social, family and technology support in place before the pandemic — including specialized software and hardware — they would be cut-off from their communities and at further risk of isolation and its physical and mental effects.

Current supports and resources for seniors

Even before the pandemic, Canadian governments have come together to discuss, research and develop supports for seniors that allows them to stay in their homes, remain socially active with their peers and communities and enjoying a longer and more healthy life.

The City of Calgary and non-profit and community organizations offer a variety of non-tech services and resources with the goal of helping seniors stay in their homes and communities longer. The Age Friendly Calgary program, adopted in 2015, brings together these agencies, communities and programs, some of which we’ve highlighted below:

Calgary Seniors Resource Society — a team of volunteers provides services for seniors 65+ with limited social support and includes non-urgent transportation, shopping companions and grocery delivery, regular phone check-ins, in-person visits and companionship for outings, dog walking and delivery of pet food and supplies, and letters and cards sent through the mail.

Carya Senior Supports — trained support workers visit vulnerable seniors over the age of 65 (who are also eligible for the Government of Alberta’s Special Needs Assistance Program) to provide up to two hours of non-medical assistance (i.e., light housework) at least once a month.

Current funding supports

Single Alberta residents aged 65 and older with a total income of $29,285 or less can receive financial assistance for appliances, specific health and personal supports through Alberta’s Seniors Financial Assistance program.

The City of Calgary allocated more than $2 million for Seniors’ supports and resources in 2021 through its Family & Community Support Services program, including: Bow Cliff Seniors, Bowness Seniors’ Centre, Calgary Senior’s Resource Society, Confederation Park 55+ Activity Centre, Good Companions 50 Plus Club, Greater Forest Lawn Senior Citizens Society, Ogden House Senior Citizen’s Club, Parkdale Nifty Fifty Seniors Association, and the West Hillhurst Go-Getters (Senior Citizens) Association.

Note: available information does not indicate how much, if any, of this funding goes towards isolated and vulnerable seniors and/or technology-based supports and resources.

Current digital/technology support for seniors

Several national organizations provide support for seniors who have access to technology and a basic or higher level of knowledge base for using it.

• Connected Canadians — remote training and support over the phone or online (one-on-one support or in a group) for basic technology skills.
• Cyber-Seniors — free tech support calls, webinars and videos in addition to online social activities including Trivia Night and Guided Meditation. Supported by technology student volunteers.
• Deaf and Hear Alberta: Step Ahead Program — multi-generational volunteers assist deaf and hard of hearing seniors navigate technology.
• GLUU Technology Society — offers digital training for Canadian seniors including smart home tech, wearables and health technology — all of which we are proposing with our project.

Persona

We’d like to introduce you to our persona target — Reginald Thompson. Reginald’s brief bio will give insight into the population demographic that we are looking to create a solution for.

Journey Mapping

The journey map considers the perspective of the persona who has experienced considerable loss in the last few years. The pandemic further compounded these effects and changes.

Empathy Mapping

Empathy mapping has been considered from the point of view of three specific stakeholders; the persona, the concerned family member, and the creator of the technology.

Ideation

When looking at ideation options, we started by thinking about existing products in the market and discussing/brainstorming how we could bring these ideas together into opportunities.

Skylight Photo Frame https://www.skylightframe.com/

• The Skylight photo frame is a digital photo frame that takes minimal time and skills to set up and has the functionality to upload pictures and videos remotely.
• When the frame is registered, it is assigned an email address and anyone can send photos or videos to the frame. Alternatively, there is an app that allows someone with permitted access to the frame to upload up to 50 photos at a time.

Echelon Fitness Mirror https://echelonfit.ca/

• The Echelon Fitness Mirror is an interactive screen that connects users to fitness classes, experiences and experts with touch screen capabilities. It takes up minimal space, while providing high functionality. It allows for synchronization of other Echelon fitness equipment.

Wearable Technology

• Wearable technology, such as a Fitbit, Apple watch or Oara rings provide a variety of features related to health, wellness, communications, and connectivity.
• The synchronization of these tools to other applications or programs can be useful when understood and used to their full potential. These options can also track health data, which can be important in noting or flagging changes to someone’s sleep or health routines.

Hearing Aids

• Many hearing aids on the market today have Bluetooth capability. An example of using Bluetooth capability would be allowing the wearer to adjust the television volume in their hearing aids, rather than directly on the television, often at volumes not required for other people in the room.

Task or reminder-based applications

• Many people rely on reminders and task-based applications like To-Do list or Amazon Alexa to keep to routines, remember appointments, and manage day-to-day tasks. Often voice-activated, you have complete control over setting the reminders as well as your notification preferences.

Audio Books

• For people with vision issues, reading books can often be difficult — audio books provide options for those who still enjoy reading, allowing them to experience stories or learning through literature. Many e-readers can also be synchronized with your local public library, enabling borrowing books from the comfort of your home.

Entertainment

• Entertainment options can be personalized to the users’ preferences, and would include a range of applications for movies, music, audio books, games, virtual sightseeing tours and more.
• The idea is that within this Entertainment area, the senior should be able to select any type of entertainment option that they enjoy from the comfort of their sofa.
• There will also be opportunities to participate in online live or AI games with others including bridge, bingo or even line dancing. It’s up to the senior to determine what options they would like to have access to.

Security

• It’s important that seniors are safe and secure in their homes. This is something loved ones want to be sure of as well, especially if the senior is living on their own.
• There will be health monitoring associated with the linked-in wearable technology, and cameras will also be connected to the device and placed in areas of the home that can be viewed by family members, if there are any concerns. There is also a fall detector system that can automatically link to the 24/7 line to alert 911, should that be required.
• Within the Help screen, a list of emergency contacts, medications and other important personal details are included for the senior’s access, or for on-site emergency personnel.

Smart Thermostat and Other Home Related Devices

• Monitoring and setting the thermostat will also be operated from the device using voice commands. Nest thermostats are an example of one available option that pairs with Bluetooth. Other items such as light bulbs and window blinds can also be included and part of the Seniors Home Hub selections.

Online Shopping

• Seniors need to feel comfortable when performing basic searches and placing and receiving online orders from home. The reality is that this type of ordering process is becoming more standardized, and not only during periods of bad weather, or lock downs.
• Part of the service will be training seniors on the process, including additional FAQs and video tutorials for the senior to review, and having the option to contact the 24/7 service portal should they require further assistance. The basic shopping sites can include ones like Amazon and their local grocery stores and restaurants, and will be set up for the senior, in addition to other services they frequent regularly.

Education

• Education and learning play a very important role in keeping seniors minds active and healthy. Several universities offer free tuition for seniors and the option to attend classes remotely, which is another option seniors can pursue.
• Any type of online class or Zoom call, can be set up and coordinated with the their personal calendar, accessible from the home screen, which can also be linked to their daily reminders. Other types of learning that interest the senior will be included in this area as well, for easy access.

Virtual Tours

• With so many people around the world unable to travel during the pandemic, virtual tours of museums, zoos, world UNESCO sites, and art galleries appeared online, letting you experience these visits safely from home. In 2020, Forbes Magazine published a list of the 15 best virtual tours in the world
• Fitness companies such as Nordic Track have incorporated virtual tours into their workouts as well, so rather than just walking on a treadmill at home, you can be virtually walking through a point of interest, like the Galapagos Islands!

Prototyping

Considerations for our prototyping included researching current technology and what can be adapted and expanded on, to meet the requirements of our concept. This includes digital photo frames, mirrors and wearable tech like watches and rings, which we’ve described in the Ideation section.

The prototype for testing will resemble a 10–12-inch tablet with the basic functions we are proposing — a more complete list of features and design elements is included below. The design will be clean, simple and easy to use, with an interactive touch screen and audio command functions.

Features

Virtual

• Experience
• Meet-ups
• Socialization Activities: Appie nights

Sensory/Interactive

• Touch screen capability
• Audio commands feature
• Motion sensor
• Visual or hearing enhancements (hearing aids)
• Virtual assistant

Wellness & Health

• Physical wellness, classes, movement
• Mental wellness resources or connectivity
• Socialization and interactions

Safety & Security

• Home automation
• Help Screen with senior’s health information for emergency situations

Entertainment, Hobbies, Shopping

• Audio books
• Photos and videos sent by others
• Online ordering

Learning & Supports

• Education/Online Classes
• Technical support

Ease of use

• Touch or voice-activated, syncs with hearing or visual aids, simple menu’s, iterative training process to help build confidence and competence for seniors learning how to use the technology.

Training

• In-person training to start, that would build up to virtual training, very supportive learning environment, possible group training (i.e., to teach a group how to login for a coffee date).
• Scheduled one-on-one, in-person training after purchase to ensure the senior is getting the most out of the product and has all their questions answered.

Open-source API

• Allows for other companies to build solutions to further enhance the product (similar to Shopify operating model).

Ideas for Prototype & Working Model

Prototype physical options: 10–12 inch tablet with basic features encoded, portable or can be set up at table or desk.

Working Model physical options: Framed mirror installed in preferred location by senior

• Kitchen Model — 18 x 30 rectangular or oval shape. Ideal for viewing and interacting during meals or from your kitchen. Can also be mounted on a box and used for additional storage, or with a flat screen/pivot mount.
• Living Room or Bedroom Model — Medium (36 x 30) or Large (72 x 32) sizes to choose from. Could replace current TV setup in either room, same installation options as the Kitchen Model.
• Frame materials and colours — metal in gold, silver, brass, matte white or black; wood in light, medium and dark colour options with wood grain; painted MDF in selection of colours.

Home Screen

Display: Options include mirror or customized screen with favourite piece of art, collage of family pictures, etc.

Start Options: motion sensor, voice activation, touch activation.

Screen 1: Welcome / Good Day Screen

Options: Daily highlights, recap, agenda, tasks, reminders and calendar.

• Can also be programmed and personalized with options for daily inspirational messaging, family photos, or other types of greetings.
• Fully interactive with an option to link into the 24/7 Support Centre to speak to a human support person.

Screen 2: Additional Hubs

Entertainment Hub — videos, music, audio books, games, personal and family photographs, virtual sightseeing tours and sports options.

Education Hub: scheduled or recorded online classes, zoom chats, resources for cooking, gardening, arts and crafts, online/local libraries. Scheduled events automatically link back to the senior’s calendar and reminder systems.

Health Hub: schedule medical appointments, online health, exercise and fitness training, virtual appointments.

Home Hub: TV, appliances, thermostat, light bulbs, window blinds.

Online Ordering Hub: grocery stores, restaurants, amazon, other services that the senior utilizes.

Help Screen Hub: Emergency 911, emergency contacts, list of medications, non-emergency contact list, personal details.

MVP Viability Testing

We would create a MVP using the basic apps displayed on the prototype tablet that would allow the testers to try out the features.

Partnering with the Community Links organization in the City of Airdrie, we would test our prototype on isolated, independent seniors the organization has identified and monitors, who are part of the demographic we are targeting. We would gain an understanding if our proposed solution would meet the needs of these seniors, and use the feedback they provide to continue to work on a model we could take to market.

Phase 1

Create a mock-up using the paper and sketch modelling that Google has adopted. This will be a quick and cost-effective way to get initial findings and feedback from our seniors. We’ll use this as an iterative process. If our assumptions prove viable, we’ll move to phase 2.

Group 5 Paper Prototype

Phase 2

Our team will use the feedback from our senior groups to make the necessary changes to our prototype. From there we’ll move into an app and tablet-based prototype. We’ll use no-to-low code software to generate an digital mock-up on the tablet that will more closely resemble a fully functional version of the product. We’ll continue to iterate using provided feedback repeating this cycle until we are confident we have a model we could take to market.

Conclusion

The lack of digital connection for seniors is putting them at risk of further isolation as the world continues to be affected by pandemics and social restrictions. We believe that digital literacy and comfort could improve the quality of life of a higher-risk group that needs help and resources to access many of the digital conveniences that most of the population has been able to rely on to fill basic needs. The lack of connection can have a direct impact on their health and well-being, and their needs often go unnoticed.

We believe this product would provide options for a segment of the population that has been especially isolated due to pandemic restrictions. We have added features we believe would be of benefit in providing community and connection, as well as aiding with some day-to-day tasks. Through the testing and feedback stage, certain features may be added, enhanced, or dropped once we can accurately gauge the comfort level of to access these features. There would have to be buy-in to make it useful for a large audience, and features could be added in or enhanced as users become more comfortable and trusting of the technology. Once basic literacy is established in a way that is easy and non-intimidating, comfort can be built on, to help them explore more features and options. Where possible, family can be a part of the solution.

We have not addressed cost, or programs and incentives that may be available to help subsidize this, but we believe there may be options and partnerships to help make this affordable to all who need it.

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