Digital front and centre - now and in the future
“Technology can be a great enabler for connecting seniors with the people they love and the activities they enjoy doing because it speeds up the connection and enables them to increase the frequency and volume. That said, respondents in our research were adamant that, as expected for their generation, they did not want to lose the ‘real world’ contact.” - YourLink: The Digital Paradox for Seniors report, 2019
When we released the Digital Paradox for Seniors report in 2019, seniors told us they wanted to participate in the digital world but were being let down by the support networks and perceptions of the community about them. Then it was really sad to hear this and now, with COVID-19 the impacts of these gaps is even more felt by seniors. We thought it was time to revisit our research and consider what lays ahead.
A new blended life for seniors
In a time of COVID-19 and beyond, our older community will need support to live a blended life. What does this mean? Well the presumption that seniors remain in an analog world, relying on face to face interactions, bricks and mortar shopping, in-person medical appointments and paper based forms is now behind us. A blended life is their choice - which is what they told us last year. And we must emphasise choice - seniors want to have digital access to experiences that ensure they participate, feel valued and maintain the vital independence they so treasure. To achieve this we will need to combine the ‘real world’ empathy, care and interactions to maintain their ‘human’ life with the practical, seamless and timely access and enablement they will need for their modern digital life.
Seniors are more eager to learn and be included
When we asked seniors about their desire to learn - in a heartbeat they told us they want to. Importantly, this desire is amplified by the isolation they are feeling and the passion to be independent. According to our research with over 600 people in the Digital Paradox for Seniors, over 60% of them indicated a level of digital confidence 5 or below out of 10. It’s easy to see how the current COVID-19 world creates an even more overwhelming proposition for many seniors who have little confidence with technology. What the current challenge brings is an important barrier to overcome. How can someone who isn’t confident with technology step into an online learning experience to build skills in using technology without having in-person access to them due to physical distancing rules? This all sounds like a confusing proposition...but it is the reality that seniors and their service providers are experiencing. While there’s plenty of online tutorials, support and access to online information this assumes a level of knowledge that they may not have. In fact, novices to technology need direct, hands on support at the beginning of their digital journey so they can, step by step, learn and build their confidence to embrace the technology.
Paradox Story
Where’s the button?
One of our seniors attended a learning event, where we were focusing on how to download apps. As the session progressed the instruction was to “push the button on the device”. After a minute, this voice from the side of the room said “Where’s the button? All I can see is glass”.
What is a small change to younger people, represents a genuine shift in thinking for our new, seniors users. Coming from a 100% analog world, it never occurred to our participant that by simply tapping the glass he could do the task.
Things have changed permanently - no one really knows how much
At this stage it is hard to predict exactly what changes will remain beyond what we know today. Here’s what we do know for sure. Things have permanently changed and there is a next normal emerging. As part of that many assumptions about what can and cannot happen have been challenged - people can enjoy meaningful social interaction online - who would have thought? At a minimum, there will be a more common acceptance for using technology around:
Online shopping
Accessing digital health, including the use of video consultations
Services being provided online including financial counselling and care
Maintaining social connection with groups of family and friends
Learning new skills online
These foundational changes mean that attitudes will have to change. That’s the attitude of families, service providers, and for seniors themselves. These include:
Those who were unconvinced of technology's role in the life of seniors, now understand the undeniable value and convenience for their wellbeing.
Families who had dismissed incorporating technology for their older loved ones because it was too hard, now are faced with little choice but to support mum or dad to ‘get online’.
Providers who had not prioritised a digital strategy as part of their customer experience and service evolution are now scrambling to adapt to meet demand and future proof their business.
Whenever the new normal arrives, we’ve heard that the potential ease at which seniors can get what they may need from you needs to remain.
For more information about the report, or to chat more about how we can help your organisation please contact Richard Scenna on 0408 742 743 or richard@yourlink.com.au