I was a guest on Allison Sheridan's Chit Chat Across the Pond where we had a great discussion about how to help inexperienced smartphone users of an advanced age group by setting up a new iPhone for them or optimizing the one they already have. I hope you enjoy listening to the show as much as I did helping to make it. Allison and I could talk for days on this subject and I think you'll be able to tell. :)
Here are the show notes I composed for this episode. It's super long and I've modified it to add some new tips I thought of after the recording, but I hope it can be used as a reference guide for those who might be struggling or need some additional tips when working with their loved ones or assisting a friend in need.
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Problem to be Solved: simplifying a complicated device to meet the basic needs of a user with limited touch interface skills while helping to preserve their autonomy in the process.Recurring things I have observed to be helpful
If it causes more problems than it solves, it’s time to reevaluate.
This is not a complete list and it can take days or even weeks of tweaking, exploring, and experimenting to get someone’s device set up to be the most optimal for their needs, but it’s a good place to start thinking about the most necessary features and settings. Start by doing the initial setup and then make adjustments as the person you're helping gains more confidence and experience. If there is something they don’t like, take time to listen to their needs.
In the beginning it can be really hard for them to ask for help when they don’t know what something is called in order to phrase the question effectively. Aim to reduce whatever is causing friction by asking them what task they’re trying to accomplish. Maybe the text is too small or the screen doesn’t stay lit long enough for them to finish their question, but they weren’t sure how to convey that to you.
Always check and ask for consent as you go. They might not understand what it is they are consenting to though, so try to explain your intent to help them be more secure with their new device and how the setup is intended to help them use it more easily and securely. Trust is paramount and they’re relying on you to help.
