Grandem.

The Digital Assistant for Seniors.

Date. 2022

Team. S. David Platt and Evgenia Jane Florins

Tool. Figma, Photoshop, Illustrator

Grandem is a software solution for remote access and control. It allows grandchildren to help their elders manage their digital applications by logging into their devices from a distance as if they were with them. Assistance is provided within the same family (or relatives) via a paired device, whose data is stored and secured in the cloud. The procedure is recorded and accessible at any time; this allows the verification of the process and a good learning experience for those who want to understand how it works.

Opportunities

The aging of the population is a global phenomenon. One in six people worldwide will be over 65 by 2050. This represents a colossal market, often underestimated by tech companies that produce services that are not adapted to them.

Challenge

To get our seniors out of the digital fracture and offer them the personal fulfillment and dignity they deserve, we need to reinvent technology so that it serves and not frustrates them. Grandem works on the "Computer Assisting" principle conceptualized by David S. Platt. It is a system with a simplified interface, specially designed for seniors with moderate cognitive impairment, combined with a virtual assistant that takes care of daunting or overly complex tasks.

Results

If the primary benefit of Grandem is to provide technical support by solving minor problems encountered daily, such as bugs, installation, misuse, or updating of their mobile applications, it has other advantages, such as enhancing inter-generational bonds while making seniors more autonomous in the long term, thanks to video tutorials. As for the monetization of the service in the form of pocket money, as minimal as it may be is an imperative that promotes a task usually done gratuitously by the generation in greatest financial and valorization need: the youth.

Personas

System users. The assisted users are seniors from the Silent Generation (1927-1945) and Baby Boomers (1946-1964), while the assistants are young adult Millennials (1981-1996) or teenagers of Gen. Z (1997-2012).

Two main Persona categories represent the users: the Assisted Users, often left behind by technological advances, and the Care Givers, on the contrary, tech-savvy. These individuals are embodied by fictional characters: Jean-Michel and Françoise for the older population and Thomas and Lucas for the younger generation.

Assisted user

The Assisted Users are seniors between 65 to 100 years old who need help when they encounter minor problems with their cell phone, iPad, or desktop. There are two subtypes of Assisted Users Persona—Jean-Michel for the silent generation and Françoise for the baby boomers. Jean-Michel, 83 years old, would use Grandem to reduce his feeling of isolation, while Françoise, 72, would gain autonomy.

Caregiver

Persona’s caregivers are teenagers or young adults aged 14 to 30 whose task is to help their grandparents solve minor technical problems that the latter encounter in using digital devices. There are two subtypes of Caregivers Persona—Lucas for generation Z and Thomas for the Millennial. Lucas, 16 years old, would adopt the application to earn pocket money, and Thomas, 24, because it feels right to help his grandparents.

Business Domain

Jean-Michel

• Need to be reassured.

• Likes to have things done for him.

• Likes simple tools, mostly the same apps he used before.

• Does not know how to install applications on their devices.

• Fear of taking risks and “getting screwed.”

Françoise

• Need to understand how it works.

• Need to get it done fast.

• Likes handy tools, like the Notes app, but still duplicates it in a paper notebook.

• Doesn't know how to transfer her apps (and data) from one device to another.

• Fear of losing her data if she changes devices.

Lucas

• Likes when tools are fast, efficient and with many features included.

• That makes him pass the time.

• He was born into it. For him, it's like second nature.

• Fear of being bugged, of being watched.

Thomas

• Likes it when it's different.

• Tired of things simple and playful.

• He grew up with new technologies. He has seen its evolution, and they practically became adults together.

• Afraid of the influence of fake news and misinformation on other Internet users.

Pet Peeve

Jean-Michel: "Internet is complicated. I don't trust either my capacities or these digital things.”

Françoise: "When they change everything, whether with each new device or software."

Lucas: "Social networks have too much influence. When I see certain behavior, like harassment, it disgusts me."

Thomas: "Everyone wants to look the same; it's scary. It's the same for the Internet. We're in a world that's overly regulated and totally generic. We need renewal and authenticity!"

Other People Say

Jean-Michel: "He is an elegant gentleman and always very polite. It's so sad to see him so alone."

Françoise: "She's rough and tumbles sometimes, but so generous and funny too. You can't blame her. I love her!"

Lucas: "I find him soft and withdrawn. He's always on his phone. I don't know if it's because of that, but I notice he's not expressing himself well. He has difficulty concentrating and keeps flipping from one thing to another. But when you get his attention, then watch out; his mind is racing."

Thomas: "He's an idealistic young man. We wondered what he would do with his life, but it seemed to be going well now. We can even say that today, we are quite proud of him. Besides, he's the future."

Users Stories

Assistant User

• Story 1: As an assisted user, I want to receive a notification each time my assistant sends me a message so I don't miss it.

• Story 2: As an assisted user, I want to receive a notification when my assistant has received/read my message so that I am not left in doubt and waiting.

• Story 3: As an assisted user, I want to easily access the video of the procedure performed by the assistant to understand how it works so I don't have to ask again and again.

• Story 4: As an assisted user, I want to be able to choose the amount to pay to thank my assistant for his work.

Caregiver

• Story 1: As an assistant, I want to help my grandparents so that I earn more pocket money.

• Story 2: As an assistant, I want to use prerecorded text messages so I don't waste time.

• Story 3: As an assistant, I want to pause the mission to manage my time.

• Story 4: As an assistant, I want to be able to turn down missions so I don't feel obligated.

User Testing

The app on the assisted user side was tested on four different occasions on three elderly people: two women and one man between the ages of 70 and 76. For the assistants part of the app., three sessions were organized with six young people, including only one girl, aged between 16 and 28.

Could you or another person use this app, and why (Sample debriefing for assisted users)?


• Persona 1: Yes. Anyone can use it. It's not just for the elderly; it's useful for everyone. I certainly need help from my grandchildren. If they can do it remotely, that's great!

• Persona 2: Well, yes. If I find it easy, others will find it easy or accessible. But I have to develop a new habit compared to what I used to do before; calling and waiting for my grandson or the technical service to come.

• Persona 3: I would use the app, but I didn't have children, so no grandchildren either, but my nephews could handle it, right? Otherwise, yes, very easy to access.

Security

As the population ages, more and more seniors are using the Internet. They are the fastest-growing population among Internet adopters and employ technology for convenience activities such as banking, shopping, maintaining communication, and facilitating self-care and health management (Morrison, 2021). Like everyone else, the senior population is at risk for cyberattacks, but they seem less aware of their dangers, making them a tempting target for scammers (Palmer, 2019). In fact, the estimated losses due to scams on the elderly would cost families, according to Crane (2019), $36 billion annually. While younger users have a fair amount of expertise in Internet security risks, technologies are advancing rapidly, and older people need help keeping up. They feel isolated and dependent on those around them who may not be available to them. According to an analysis by Morrison (2021), the reasons for seniors' disengagement from online protection fall into three categories: I do not want to do it (mainly because the costs outweigh the benefits), I do not need to do it (e.g., because it is not my responsibility), and I cannot do it (which includes increased anxiety about doing something wrong). Older adults are reluctant to engage fully in cybersecurity behaviors, resulting from low self-efficacy, distrust, and lack of awareness. There is even mention of anxiety, stress, or fear when managing cybersecurity. These emotions create avoidance and denial (Morrison, 2021). Hence the importance of educating our seniors so that they are better prepared when the situation arises again. Therefore, Grandem is there to provide them with easy support, not only in terms of the technical assistance itself but also to reinforce their digital literacy through the tutorial videos made by their grandchildren during the procedures.

Assistant User

The assistant will perform the installation procedure. He will download and install the application in person on the user's cell phone (or iPad). Activating the account will require a unique identifier that will enable it to be linked to a family account—no need for detailed information such as an address, email, or a complicated password. Only the first and last names will be required. The assistant will insert the banking data from his own interface only after verifying his identity.

Caregiver

The security requirements for the assistant are more demanding for the reasons mentioned above. As the assistant is a minor, parental authorization will be required. Since the assistant may not have a credit card, the parent's credit card may be used, which adds another layer of validation.

Aesthetic

The application uses the same color and typographic codes to improve the user experience and reinforce the sense of belonging between family members, although it is customizable for both parties. Assistants can choose between three different modes for their devices. They can also adapt those of their assisted users by disabling icons or enlarging the size of the text to facilitate its reading, for example. During the mock-up test, the assisted users preferred the second version (dark) because they found the white text on a dark background easier to read and less aggressive to their eyes.

For the assisted user, the application must be as straightforward as possible; that's why each icon or button has descriptive text. Let's recall that Grandem's objective is to help seniors when they have to face the complicated interfaces of other mobile applications. Therefore, let's not fall into that trap.

For the assistant, the application must be intuitive. Even if they are accustomed to using a multitude of applications, it must remain simple so that they can save time. The belonging to the graphic universe of video games must be present nevertheless.