Introduction

There are a variety of factors that can lead to social isolation and loneliness in old age, including decline in physical and mental health, as well as change to social environment. The “Building Bridges” project explored how communication technology can be developed to reduce risks of loneliness and social isolation among older adults. The project involved a user-centred design approach in developing a device for the home that provides opportunities for peer-to-peer social interaction. The system consists of a 12” touch screen computer in a custom made stand, a phone handset with functioning cradle, and speakers (Fig 1).  

The software uses Voice over Internet Protocol (VoIP) and the interface has been carefully designed so that it is intuitively usable for older adults with little or no computer experience. The device consists of four main features designed to encourage one-to-one and group interaction among strangers, as well as support communication with family and friends.

 

Features

Broadcast and chat: Users can listen to daily broadcasts (e.g. news, documentaries and health lectures). During the broadcast, the user can view icons that show who else is listening (see IMAGE). When the broadcast is over the user can then join a ‘group chat’ with the other listeners by lifting the phone handset. During the group chat, the screen displays visual cues to support the conversation (e.g. who has entered or  left the call, if someone wishes to interrupt the conversation) [see IMAGE]

Calls

It is possible to make calls to one or more people. To start a call the user presses the button labelled “Make a Call” on the main menu screen. They then select the person(s) they wish to call. Once all contacts are selected the user presses the button labelled “Call”. During the call the user is provided with the same display as the after-broadcast chat.

Messaging

Users can write messages to one or more people. The user presses the button labelled ‘Write Message’ on the main menu screen. Once all contacts are selected the user can write a message using a simple onscreen keyboard.

Tea Room

The Tea Room is an audio chat room that users can access anytime day or night. The user could enter this by pressing the button labelled “Visit Tea Room” on the main menu screen. This room can hold up to 30 people at any one time.

Design process

In order to design technology that is useful and appropriate for the users it was necessary to involve them throughout the design process.The design process included four main phases.

 
 
 

 

 

Phase 1 – Understand the problem: Ethnography and fieldwork was conducted to understand the problems being addressed and identify opportunities for technology.

Phase 2 – Develop concept: Ideas were discussed with potential users in focus groups and home visit interviews in order to develop and refine concept ideas.

Phase 3 – Explore requirements: Design requirements were established through an iterative process involving older adults in order to develop a usable interface. This involved semi-structured interviews and ‘think aloud’ techniques.

Phase 4 – Refine: The device was tested in the homes of older people in order to refine the system and interface, and understand how it is used in meaningful contexts and identify subtle design issues that emerge over time. 

Findings from a home trial

A 10-week home trial was carried out with 19 older people who could contact each other using the device. They could also contact family and friends who downloaded a PC client version of the software on their own computers. The study showed how the system was used in real contexts and helped us understand participants’ perceptions of the system and how it could be effectively implemented. Despite being a completely new system, participants generally found it easy to use. It helped social connection and created interactions outside the system.

The broadcast feature was core to the design as it aimed to provide an opportunity to meet and a topic for conversation. This was most successful when the broadcasts included informative or educational content around health, as opposed to less instrumental themes such as comedy, news or stories. This suggests the need to take a dual benefit approach in which opportunities for social interaction co-exist with an opportunity to learn.