Empowering the Aging: Felton Institute’s Tech Squad Zuriel Manalo | DES 505 | SU 2021
Abstract The intention of this study is to help improve the website for the Felton Institute Tech Squad. When it comes to their target audience, they hope for it to be inclusive to all, primarily including aging individuals who want to utilize technology and the internet to benefit their lives. This would also include caretakers and service providers who serve the same mission to assist seniors. According to the Administration on Aging, 20 percent of the United States population will consist of older adults by 2030. Within this increasing population of aging individuals (60 years old and older), many of them are coming online by an estimated growth rate of 15% per year. This is due to the many resources and services available online that can help improve the quality of life of those at an aging state. Certain technologies can help these individuals live an independent lifestyle. However, the connection between aging communities and technology is troublesome and difficult to most. Institutions such as Felton are there to support these communities. Felton has numerous resources and services such as slideshows, pamphlets, online classes, and one on one meetings to help older people use technology. However, most of these resources and services must be delivered through their website, which has yet to be fully built and designed.
Table of Contents Chapter One 7. Introduction 8. Problem & Purpose 9. Significance of Study 10. Assumptions 11. Scope of Limitation 12. Possible Hypotheses 14. Chapter Conclusion 16.Timeline 17. PERT Chart 18. Operational Definition of Terms
Chapter Two
21. Introduction 22. Research Methodology 23. Research Findings 24. Users, Beneficiaries, Stakeholders 25. Survey Findings 26. Personas 28. Panel of Experts 29. Comparative Analysis 33. Mapping Matrix 34. Final Hypothesis 35. Conclusion
Chapter Three
37. Introduction 38. Proposed Solution/Project Parameters 39. User & Environmental Context 40. Persona Scenario 41. Inspirations 42. Design Drivers 43. Branding Solution 44. Concept Development 45. Early Iterations 48. Operable User Interface and Navigation 49. T estimonials 50. Avoiding Ambiguity 51. Resources, Materials, & Services 52. Conclusion
Chapter Four
55. Introduction 56. Comparative Analysis with Design Concept 57. Feedback 59. User Testing 60. Next Steps/Conclusion
Chapter One 6
Introduction
With an increasing population within the aging communities (60 years old and older), many of them are beginning to use digital and technological resources. Over the last decade, the world has seen a significant increase in the use of computers and the Internet in aging communities. Between the ages of 65 and 74, 56% within that range have internet access (Xavier, et al., 2014). The digital world continues to assist the aging with their daily lives with resources such as Email, Video Conferences, and browsing sites. However, the connection between aging communities and the digital world can be confusing and difficult to most. Thus, digital literacy is a hard skill to acquire for those who are being left in this rapid era of technology. Institutions, such as Felton, are there to support these individuals who struggle with understanding the new age of technology.
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Problem
The digital world continues to progress at a rapid pace and aging communities need help and support on how to utilize it for their benefit.
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Purpose
The purpose of this study is to design a website concept for the Felton Institute that connects seniors to their services that could help support and empower these individuals with the tools of the digital world and enhance their digital literacy.
Significance of Study
With such a speedy progression in technology and the internet, older individuals often fall behind in keeping themselves up to date on how to use such services. During this recent stay at home order and ongoing pandemic, aging individuals continued to feel even more self-isolated as Facetime or Zoom calls were a safer, yet difficult route. Felton is working towards helping these certain individuals so they can get the support they need when it comes to utilizing technology. Thus, aging individuals will no longer feel left behind from the digital world, and they can feel empowered with their knowledge of the internet and web resources.
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Assumptions
The following early assumptions were made for the topic: Most aging individuals would prefer to stray away from the internet, computers, phones, as it seems to only be a distraction from the real world. However, that is only because they do not have the proper knowledge.
Aging communities include individuals from age 60 years and over.
Seniors feel a sense of exclusion when it comes to the digital world.
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Scope of Limitation
This is not a redesign of the entire Felton Institute website. The Felton Institue provides many other resources and services, not just for the aging communities. The primary focus is on their Senior Division, who is primarily ran by Edith Yamanoha, an expert who will provide support and guidance in this project. It is also important to note that this design is primarily working towards being used for their existing aging clients as well as new users. However, the design will be constantly be checked and assured by Felton’s Communication department in order to properly meet their needs, which ultimately leads to the need of their users.
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Possible Hypotheses
To better arrange and facilitate the research, three possible hypotheses were generated concerning the topic of elderly people struggling to use technology. These hypotheses help maintain the focus of designing a concept that is inclusive and accessible to aging individuals, as well as supportive to their journey of understanding the current digital age. The possible hypotheses are stated as: If Felton’s Tech Squad could provide resources/deliverables that connect the aging community to their services, then these aging people within the community could use such services and bridge the digital gap.
If aging individuals were taught/shown how to use websites/online resources such as WebMD, Postmates, etc., then they would be able to utilize these resources to benefit their lives.
If caretakers and service providers were given effective resources on how to teach another person how to use certain technologies, then they could properly and effectively teach patients/aging individuals.
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Conclusion:
In this chapter, it has presented the problem in which aging individuals are continuing to feel excluded from resources within the internet. With the presented problem as well as the development of three possible hypotheses, further steps shall be taken to solidify the problem and ultimately develop a proposed solution.
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Timeline
Week 2 Present Problem/Purpose Statements w/ Assets Group Personas/Scenarios Create Timeline Create Survey
Week 1 Blog Post Class introduction Critique 3 Past Projects Identify 3 Research Problems
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Week 4
Week 6
Week 8
Meeting w/ Professor Gomes MIDTERM Presentation Submit Midterm Report
Work on project Design Prototype
Submit Final Report/Book Submit Poster
Week 3
Week 5
Week 7
Final Problem Purpose/Purpose Statements w/ 10 Parts to Research Proposal Interview Experts
Work on Project Branding
Final Presentation
PERT Chart study research Define problem and purpose staements
decision
• • • • • •
Interviews Surveys Web Reports Personas W3C Standards sectrion 508
• • • •
Hypotheses Research Method Comparative Analysis Assumptions
refine/organize data
midterm-review final
Review past 505 Projects • Process book • Refine final iteration • Recieve user feedback
prototype mockup • Wireframes • Ideation • Construct
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Operational Definition of Terms
Aging Community- The population of people who are age 60 years and older Digital gap- refers to the gap beteen those who are able to utilize resources from the present Digital Age and those
who are not able
Technology- the skills, methods, and processes used to achieve goals Quality of life- the standard of health, comfort, and happiness experienced by an individual a or group of
individuals.
Digital Literacy- “digital literacy (DL), represents the ability to engage, plan, execute, and evaluate digital actions such as web browsing and exchanging E-mails as aids for dealing with daily life tasks” (Xavier et al., 2014).
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Chapter Two 20
Introduction:
Before determining the appropriate process of designing a solution, thorough research on the topic of aging and technology was conducted. With a variety of research methods, it will eventually lead to solidifying a final hypothesis and a robust solution.
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Research Methodologies
To gauge initial assumptions and hypotheses, various methods of research were performed. Some of the research was centered around the effectiveness of well-designed websites that were targeted to be used by aging people. • Online Resources (such as Journals accessed from the SFSU Library), Literary Resources, followed by a literary analysis • Researching the World Wide Web Consortium (W3C) standards and other principles of accessibility in web design • Identifying users/stakeholders/beneficiaries • Conducting surveys • Identifying a panel of experts, and crafting design solutions based on their feedback • Developing personas to empathize with user needs • Comparative analysis of existing websites designed for aging users • Mapping Matrix of existing websites to visually identify a target of opportunity
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Research
In preparation for this project, initial research was conducted and the following facts and data were found: • “Older adults are coming online at an estimated growth rate of 15% per year. Twenty percent (20%) of the U.S. population will consist of older adults by 2030 according to the Administration on Aging (AOA, 1999).” • “The Web is being accessed by a vast number of older adults, one of the main factors for this are adults 60 years or more are using the Web to gain access to an increasing number of resources” • “The amount of perceived light for a 60 year old is reduced by two thirds when compared to a 20 year old. The implication of this is for many older adults, foreground and background color combinations that are similar in hue or low in saturation may render a web page visually inaccessible.” • Small font (8pt to 10pt) is inaccessible to anyone with poor vision, a common disability with aging. (Curran, 2007) • When learning to use technologies, such as computers, there are often multiple new skills being learned at one time; therefore, the learning process is very challenging (Tsai et al., 2017) • “Perceived support from family or professionals if anything went wrong was seen as crucial to give the confidence to experiment and learn new functions” (Tsai et al., 2017). • Web Content Accessibility Guidelines have been developed by Web Accessibility Initiative (W3C.WAI) and constitute the basis of web accessibility policy worldwide (Patsoule & Koutsabasis, 2012).
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Users, Beneficiaries, & Stakeholders Users: The targeted users for this project are primarily aging individuals. This includes Felton’s existing clientele along with new users interested in receiving support from Felton. Also, caretakers and service providers will find this website helpful if they need to assist seniors, but need official resources. Beneficiaries:
Beneficiaries include the city of San Francisco where Felton Institute is primarily based. The overall Tech Squad and their volunteers will certainly benefit from a new website.
Stakeholders: This could include affiliated partners working with Felton such as The Community Tech Network and other partners.
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Survey Findings
A survey was conducted for data that can support design choices, thus developing a more effective design solution. These are some of the major survey findings: • When older adults were asked whether they had heard of the Felton Institute, more than 70% have chosen Probably Not. • Those who were surveyed at the age of 60 years and older were asked of their comfort level when it comes to navigating the web, 70% of the results ranged from “Neither comfortable or uncomfortable” to “Extremely uncomfortable.” This finding proves the importance of creating a solution that can be properly navigated, as older people are already having a hard time navigating the overall web • Users were asked how they would prefer a search bar to be located on a website (a search icon standing alone, or a search bar clearly presented.) In the survey, 80% chose a search bar that was clearly presented rather than a simple icon that opens a search bar. This data shows that major elements of a website, such as a search bar, should be clearly presented and rid of ambiguity. Although search icons may be simple, the icon of a magnifying glass could be unfamiliar and unrecognizable to a user at an older age
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Personas:
To determine the desires of a user and empathize with their wants and needs, multiple personas were created. These personas are based on realistic users that would benefit from the use of Felton Tech Squad’s website. The personas include:
Rosa is a 65 year-old mother. She is on her last year of working at a daycare but she still has to learn curriculums online. She has a lot of trouble operating a laptop, especially since it is an older model. 26
Dawn is a 79 year-old grandmother who lives with her son and daughter in law. Often times, she wish she could communicate with them but she does not have a smart phone. She does have a family computer to use, however, she does not know how she could connect with her grandchildren.
Cathy is a 30 year-old woman who works at a retirement home as a caretaker. When it comes to helping patients, she really tries to make them feel comfortable. Situations such as wanting to use a computer could come up and she needs to be ready to effectively help her patients.
Gene is a 65 year-old veteran who resides in San Diego, California. He attends an online adult-school where he learns various subjects such architecture or accounting. Switching from web program to web program, he faces trouble on how to use each one.
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Panel of Experts
Fortunately, Felton’s Tech Squad was able to actively help with the project, providing insight on the topic of aging people and using technology. The development of a solution was better facilitated and supported considering the provision of various expert opinions.
Edith Yamanoha
Joy Zhan
Anita Wilhelm
Edith is the Program Manager of Felton’s Aging Services. She continues to work with SF State students in guiding their projects to meet the needs of their elderly clientele.
Joy is the Program Coordinator for the Tech Squad. She knows exactly what elements of the web design are vital when being accessible to an aging user. She strongly believes in bridging communication gaps.
Anita is an SF State Professor and Designer who has worked on numerous UX projects. Her knowledge and expertise in UX research as well as her skillset in heuristic evaluations will be valuable in this design project.
Felton Program Manager, Aging Services Senior Division
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Felton Program Coordinator, Tech Squad
SFSU Professor, UX Research and Design
Comparative Analysis
To design effectively it is beneficial to compare what websites are already being used in aging communities. By evaluating the pros and cons of each website, it will help avoid any mistakes and cliches when developing Tech Squad’s site, as well as be inspired by what is working for other sites.
Pros:
Cons:
Establishes a professional look through visual hierarchy
Search bar may be hard to find for unfamiliar users
Helpful images Various text sizes for headings/ subheadings
AARP Takeaways: The takeaway from the AARP website is to be as clear and concise as possible. The design must avoid confusion and ambiguity and this could be done by contrasting design elements such as font size and image size.
Menu minimizes confusion 29
Comparative Analysis (cont.) Pros:
Cons:
Accessible
Text heavy
Provides Google Translate
Looks intimidating to users
Establishes Visual Hierarchy Contrast in Colors
Master Plan for Aging Takeaways: The Master Plan for Aging site was able to use contrast in color in order to establish the hierarchy of importance contained in the site. Mistakes such as too much text can often interfere with the navigation mechanics.
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Navigation is difficult
Pros:
Cons:
Contrast in color
Text may be too small for older adults
Helpful navigation bar Great amount of services and resources
No contrast in scale of text No menu
Community Tech Network Takeaways: It is vital to consider the font size of a webpage as it can make content easily dismissable. The lack of contrast in font sizes diminishes any sort of visual hierarchy.
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Comparative Analysis (cont.)
Pros:
Cons:
Large text
Lack of contrast in text within the body
Large navigation bar Phone number for support is provided right away
Institute on Aging Takeaways: Shapes along with text can clearly communicate a button. Shapes should be used sparingly unless it is indicating that this shape is a funtion or operation such as a button.
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Buttons/ clickable elements are clearly communicated
Missing search bar
Mapping Matrix:
Existing websites were graphed on a mapping matrix to evaluate the effectiveness and accessibility of each website. There is an opportunity that has yet to be fulfilled in which a website is both accessible and effecive. Thus, an area of opportunity to create a product that is well-designed and accessible has been defined.
Effective
Target Area
Accessible
Inaccessible
Ineffective
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Final Hypothesis: If Felton’s Tech Squad could provide resources that support aging through an age accessible website, then aging people could improve their digital literacy and benefit from what the Internet has to offer.
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Conclusion: Chapter 2 dives into the research process of the overall project in order to gain a better understanding of the problem as a result supports the development of a solution. The overall research found that one of the most important aspects when it comes to accessibility with an aging user is effective methods of navigation. Additionally, the research has outlined the necessary steps when it comes to developing a design solution.
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Chapter Three 36
Introduction:
While moving forward, the objective and solution in mind was always to create a concept website for Felton’s Tech Squad. However, after much research, the thought has evolved into designing a solution much more robust and backed by research to effectively help aging individuals. This chapter will focus on the development of a website that has design choices supported by data as well as shaped by the feedback of various experts. 37
Proposed Solution:
To redesign Felton Tech Squad’s website to be more accessible to older adults and to serve as their gateway to supportive resources and services as well as their gateway to the overall digital world.
Project Parameters: • Primary focus on accessibility
• Follow guidelines from resources such as the World Wide Web Consortium (W3C) standards • Design an effective way for users to navigate • Maintain elements of the main Felton Institution website • Create an effective user design 38
Users & Environmental Context Users:
The targeted users for this project are primarily aging individuals (60 years and older.) This includes Felton’s existing clientele along with new users interested in receiving support from Felton. Additionally, this website could be useful to caretakers/service providers who look towards helping the aging population with their technological and interweb struggles.
Environmental Context:
The website is intended to be used at home, or assisted living facilities where an aging user is most comfortable and living their lifestyle. Users could have an aide beside them, whether it is a family member, caretaker, service provider, the website will be designed to look aesthetically pleasing to all users and, most importantly, accessible for all users.
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Persona Scenario:
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Inspirations
AARP Website:
The American Association of Retired Persons is a service/website designed for users 50 years and older. With a membership of more than 38 million (Investopedia), the AARP has ensured that their website is accessible for all those looking to use their services. Not to mention, its means of exploring the page and clearly indicating what section of the page a user is on is a result of effective navigation.
Best Buy Website:
The Best Buy website contains much more than commercial products for sale. It is also informational as well as offers services, such as their famous Geek Squad. The website’s organization of content is being looked at for inspiration.
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Design Drivers Concept Attributes Accessible:
The number one attribute that should come out of this project is that it is accessible to aging individuals. In order to make it accessible, elements such as visual aids that show the user where they are on the website will be implemented. Although the target users are those of the aging population, all users are considered when it comes to the design of this website.
Supportive: The website should be a supportive service that works to benefit the user’s existing lifestyle. If the user is searching for information that could support their needs, this website will be able to provide it. If such information is not provided on this website, it could at least link the user to other websites that aim to fulfill the same mission to assist those with technological/digital trouble.
Navigational: According to the W3C, one of the elements a web design must contain in order to be accessible is proper and effective navigation.
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Branding Solution:
Although the Felton Tech Squad wasn’t looking for any changes to their branding, they were missing a selling point, or tagline. Although many iterations were created such as “Assisting the aging,” or “Bridging the Digital Gap,” one iteration truly embraced the Tech Squad’s purpose, which was to empower seniors with the benefit of technology. Thus, the tag line “Empowerment through Technology,” was created.
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Concept Development: In early sketches and ideations, multiple ways of navigating the site were conceptualized. The thought of having a landing page was considered, however a landing page may stray too far from the official Felton Institute website.
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Early Iterations
First iteration Tech Squad Website Created a separate dropdown menu Provide resources in one section Contrast the background Would mean changing entire website’s navigation
Expert Feedback: The key feedback that resulted from the first round of iterations was how introducing a menu to Felton’s existing navigation bar may cause confusion. The concept was that this feature will only appear in the Tech Squad site, however, this introduces a major change to a feature that should remain consistent throughout the overall website, according to Edith.
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Early Iterations (cont.)
Maintain elements of the existing website Cause less confusion Simple aesthetics Side menu remains to navigate to other Felton Services
Expert Feedback: In another iteration where a different concept of a menu exclusive to the Tech Squad was designed, even more confusion arised. There was the side menu, listing all social services Felton has to offer, the main navigation bar, and a sub-navigation bar. The multiple ways of navigating could be confusing, as the sidebar has services that would mistakenly be associated with the Tech Squad.
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Refinement and Final Design
Later, elements would be continued to be refined, such as font sizes, adding complementary colors, After helpful feedback from experts as well as a continuing analysis of the research, a final concept design was produced.
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Operable User Interface & Navigation
A sub navigation bar was designed to both alleviate a user’s navigating experience. It works as an interactive map to support the user experience. Importantly, it has been designed to be accessible. In accordance with W3C’s Technique G128, the navigation bar clearly indicates the current location on the site. It is able to do so by contrasting in font size (30 pt) as well as weight and is accompanied by a bar that animates when clicking on each link. Also buttons and links were made large enough for a user to click, as an aging user may struggle with dexterity and the use of a computer mouse
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Testimonials
Testimonial assets and graphics were designed and added to the About Us page to establish more trust to the Tech Squad brand. Eighty percent of those who were surveyed were not familiar with Felton Institute, so it is important to gain trust from an unfamiliar user. Although they may be browsing the website, that may be all they do. According to the Invesp website, 72% of consumers will take action only after reading a positive review
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Avoiding Ambiguity
In order to avoid confusion and ambiguity, features and functions of the website are clearly presented The search bar was changed from the magnifying glass icon to a rectangle that clearly indicates it can be used to search for something Functions, such as downloading are stated explicitly if a user wishes to do so, avoiding any confusion as to what they are about to do
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Resources, Materials, Services
Now that elements and features have been designed to be more accessible, it can now help facilitate and deliver the resources and services Felton has to aging users Users now have somewhere to click whether they are looking to help themselves within the “Workshop Materials” page or ask for help in the “Support” page Users can register for classes that they would be interested in such as “Zoom 101”
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Conclusion:
In this chapter, it has presented the problem in which aging individuals are continuing to feel excluded from resources within the internet. With the presented problem as well as the development of three possible hypotheses, further steps shall be taken to solidify the problem and ultimately develop a proposed solution.
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Chapter Four 54
Introduction:
The final proposed design solution was now added to an additional comparative analysis, evaluating this project against the existing websites. Also, the solution was presented to experts who have various disciplines that relate to the projects. Their feedback will eventually lead into the future steps of further refining the project. User testing was also conducted to measure the effectiveness of the website as well as receive more beneficial insight. 55
Comparative Analysis with Design Concept
In another comparative analysis, this design was measured against the existing website that were compared in chapter two. The final solution checks out these criterias including a site that is aesthetically pleasing, supportive, accessible, navigational, providing useful materials, and informative.
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Feedback Feedback was given by the initial panel of experts as well as from a new expert who leads the IT department at Felton. Starting with Edith, she would love to see the implementation of more images and graphics as a heavily worded website may be too difficult for those with a short attention span. She likes the extra details that go into indicating what page a user is on within the navigation bar.
Another expert I was gladly able to connect with was Biwesh, the Associate Director of IT at Felton. He took a look at the prototype and thought it was great work. He suggested the possibility of including calendars in the support section for one on one meetings, as well as another calendar for the classes meeting. He also noted to include contact information in the support page.
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Feedback (cont.) Joy Zhan notes that this concept is a great foundation that organizes the content well. She notes that having a long list of Workshop Materials has its pros and cons. Although they might be able to download slideshows and pamphlets, they could be missing out on meaningful guidance that could come from a Tech Squad member.
Anita Wilhelm states that the overall functionality and navigational aspects of the website are great, but there’s always room for improvement. She notes that an organization of content could use some work and that it would be important to consider the content from a narrative standpoint. Should workshop materials be right after the ‘About Us’ page? Or perhaps after the classes page?
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User Testing
I had Hermie Gordola perform a task in which he could locate a downloadable file and download it. Hermie is 64 years old and uses a computer nearly every day. He is currently retired, but taking Zoom classes on accounting. In his user testing, he was immediately able to identify the Materials page, and even click to download a resource he actually wanted, which was ZOOM 101. The minimal amount of time to recognize a page was a measure of effectiveness.
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Next Steps
Some of the next steps include implementing the design into Felton’s existing Tech Squad webpage. There are a few changes to be made such as renaming tabs from “Workshop Materials” to “Learning Materials.” Also creating more physical resources that can deliver the website by including barcodes. Regardless, this project has laid a foundation to create a much more age-accessible website that can assist aging communities in their journey to understanding the current digital and technological era.
Conclusion
This chapter analyzed the effectiveness of the final design solution. Elements such as organization and the look of content can be improved, and experts will continue to provide feedback in order to maintain the direction this project has established.
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Appendix: Referenced Survey Questions:
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