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Designing Out-Of-Box Experiences for Older Adults: Exploring the Boundaries of Inclusive Design

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Designing Out-Of-Box Experiences for Older Adults: Exploring the Boundaries of Inclusive Design Designing Out-of-Box Experiences for Older Adults: Exploring the boundaries of Inclusive Design by Alison B. Burrows A Doctoral Thesis Submitted in partial fulfilment of the requirements for the award of Doctor of Philosophy of Loughborough University (March 2013) © by A. B. Burrows, 2013 Certificate of Originality Thesis Access Conditions and Deposit Agreement Students should consult the guidance notes on the electronic thesis deposit and the access conditions in the University’s Code of Practice on Research Degree Programmes Author…………...……………………………………………………………………………………… Title……………………………………………………………………………………………………… I [Please insert name and address], “the Depositor”, would like to deposit [Please insert title of dissertation], hereafter referred to as the “Work”, once it has successfully been examined in Loughborough University Institutional Repository Status of access OPEN / RESTRICTED / CONFIDENTIAL Moratorium Period…………………………………years, ending…………../…………20………………………. Status of access approved by (CAPITALS):…………………………………………………………………… Supervisor (Signature)………………………………………………...………………………………… School of……………………………………………………………………...………………………………… Author's Declaration I confirm the following: CERTIFICATE OF ORIGINALITY This is to certify that I am responsible for the work submitted in this thesis, that the original work is my own except as specified in acknowledgements or in footnotes, and that neither the thesis nor the original work therein has been submitted to this or any other institution for a degree NON-EXCLUSIVE RIGHTS The licence rights granted to Loughborough University Institutional Repository through this agreement are entirely non-exclusive and royalty free. I am free to publish the Work in its present version or future versions elsewhere. I agree that Loughborough University Institutional Repository administrators or any third party with whom Loughborough University Institutional Repository has an agreement to do so may, without changing content, convert the Work to any medium or format for the purpose of future preservation and accessibility. DEPOSIT IN LOUGHBOROUGH UNIVERSITY INSTITUTIONAL REPOSITORY I understand that open access work deposited in Loughborough University Institutional Repository will be accessible to a wide variety of people and institutions - including automated agents - via the World Wide Web. An electronic copy of my thesis may also be included in the British Library Electronic Theses On-line System (EThOS). I understand that once the Work is deposited, a citation to the Work will always remain visible. Removal of the Work can be made after discussion with Loughborough University Institutional Repository, who shall make best efforts to ensure removal of the Work from any third party i with whom Loughborough University Institutional Repository has an agreement. Restricted or Confidential access material will not be available on the World Wide Web until the moratorium period has expired. - That I am the author of the Work and have the authority to make this agreement and to hereby give Loughborough University Institutional Repository administrators the right to make available the Work in the way described above. - That I have exercised reasonable care to ensure that the Work is original, and does not to the best of my knowledge break any UK law or infringe any third party’s copyright or other Intellectual Property Right. I have read the University’s guidance on third party copyright material in theses. - The administrators of Loughborough University Institutional Repository do not hold any obligation to take legal action on behalf of the Depositor, or other rights holders, in the event of breach of Intellectual Property Rights, or any other right, in the material deposited. The statement below shall apply to ALL copies: This copy has been supplied on the understanding that it is copyright material and that no quotation from the thesis may be published without proper acknowledgement. Restricted/confidential work: All access and any copying shall be strictly subject to written permission from the University Dean of School and any external sponsor, if any. Author's signature……………………………………..Date…………………………………...…………...… user’s declaration: for signature during any Moratorium period (Not Open work): I undertake to uphold the above conditions: Date Name (CAPITALS) Signature Address ii Abstract This thesis investigates the Out-of-Box Experience (OoBE) of interactive consumer products for older adults, with a view to improve the User Experience (UX) of a product by manipulating factors of the OoBE. This research emerges in the context of current demographic trends, which see people living longer and in better health, and the increasing ubiquity of technology in modern life. The OoBE describes the very first stages of interaction with a new product, including acquisition, unpacking and setup. This crucial initial experience has the potential to influence product acceptance and therefore determine its future use. Creating a positive OoBE requires an empathic understanding of the intended users, as well as contextual knowledge about current practices. A review of the literature revealed that many of the difficulties older adults experience with technology concern elements of the OoBE, such as complicated documentation, technical jargon and inadequate support for inexperienced users. However, the absence of research on how to engage older adults during the OoBE of new technology reinforced the need for further research. To this end, two user studies were conducted with older people, followed by a design study with designers. The first study explored older adults’ relationship with technology and their current practices of the OoBE, using the Technology Biography method. The second study used cultural probes to investigate the social side of UX and its effect on personal feelings of independence. Data from these two studies were used to create four personas, which were used in the design study. This third and final study focused on whether the construct of social benefits could be operationalised within the OoBE of new technology. Collectively, the findings indicated that the involvement of other people during the OoBE can be a strong motivator for older people to take up and use technology. Far from impinging on individual perceptions of independence, some older people actively manipulate the OoBE in order to derive social benefits. This research thus contributes to the discussion of how Inclusive Design can evolve through the incorporation of social benefits, in order to generate desirable and successful future products. Keywords: Inclusive Design, older adults, User Experience, Out-of-Box Experience, new technology, social benefits, independence iii iv Acknowledgements The journey that has culminated with this thesis is far from an individual accomplishment. There have been several people who inspired, pushed and refined the work presented here. I am especially grateful to my supervisors, Dr Val Mitchell and Colette Nicolle, for their invaluable guidance, encouragement and support throughout. This thesis also benefitted from the contributions of my examiners, Dr Chris Lim and Dr Martin Maguire. Thanks are also due to Sharon Cook for her constructive feedback on my work. I would like to thank Dr Paula Trigueiros, Dr Alaster Yoxall and Professor Alastair Macdonald for steering me in the right direction. A big thank you to my participants for their willingness and enthusiasm to take part in the research. In particular, I would like to thank Dr Carolina Escobar- Tello and Ksenija Kuzmina for sharing their creativity and insights with me. A special thank you to David May, who perhaps does not realise how helpful he has been to this project. This project has, of course, had its own social benefits (with the occasional mojitamin for good measure). Thank you, Dr Chris Parker, Carlos Aceves, Luis Oliveira, Karthikeyan Ekambaram and Graham Hancox for making ESRI/LDS 2.24 a fun place to work. And to Andrew Weeks, for keeping us all in line. Last but not least, my motivators. Hugh, Jean, Vivien, Chris and Ana, you have cheered me on and done your best to keep me sane – lots of love to you! How fortunate I have been. v vi Publications Burrows, A, Mitchell, V and Nicolle, C (2011). ‘All together now: factors that foster older adults’ feelings of independence’. Proceedings of Senses & Sensibility in the Right Place – 6th UNIDCOM/IADE International Conference, Lisbon Burrows, A, Mitchell, V and Nicolle, C (2011). ‘Designing in social benefits’. Proceedings of Include 2011, Royal College of Art, London Burrows, A, Mitchell, V and Nicolle, C (2010). ‘The over-50s and their motivation for using technology’. Proceedings of Universal Design 2010, Hamamatsu, Japan Burrows, A, Mitchell, V and Nicolle, C (2010). ‘Out-of-Box Experiences: An opportunity for inclusive design’. Proceedings of CWUAAT 2010, Cambridge vii viii Table of contents 1 INTRODUCTION 1 1.1 Motivation for the research 1 1.2 Scope 6 1.3 Aim and objectives 7 1.3.1.1 Research stages 8 1.4 Structure of the thesis 10 2 LITERATURE REVIEW 15 2.1 Inclusive Design 15 2.1.1 Philosophy 15 2.1.2 The demographic imperative 18 2.1.2.1 The meaning of ‘old’ 19 2.1.2.2 The needs of an ageing population 20 2.1.3 Older adults and technology 22 2.1.3.1 Moving beyond an abilities-centric view 23 2.1.3.2 Generational divide 25 2.1.3.3 Looking past the barriers 27 2.2 User Experience 30 2.2.1 The ongoing quest for a definition 30 2.2.1.1 Beyond instrumental 31 2.2.1.2 Emotion and
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