A study on the digital inclusion of older adults and their independent use of e-health : Drawing Inspiration from Support Networks

This study aims to support older adults in using e-health more independently by looking at the case of 1177.se. 1177.se is Sweden’s main national website for accessing healthcare information and services online. The purpose is to understand older adults’ experiences and any potential challenges they face using 1177.se, as well as whether there are support networks that facilitate its use and how they do so, thereby identifying opportunities to support older adults in using 1177.se independently. To gain insights, interviews were conducted with 11 older adults and 5 individuals with firsthand experience in supporting older adults in using the website. These revealed challenges, including difficulties navigating the website and using its services. Other challenges included insufficient digital skills, age-related physical and cognitive decline, and negative emotions associated with its use. The study also found that effective assistance strategies for many older adults included step-by-step instructions for tasks on the website, allowing them to handle interactions independently while highlighting key elements on the screen for them, as well as providing continuous encouragement. A design thinking approach was utilized to turn these insights into a solution, resulting in the creation of a prototype in the form of a feature on 1177.se. This prototype provides instruction lists and visual guidance for tasks on the website, along with encouraging messaging as users interact with it.