Digital services through the eyes of a senior citizen – more than usability

Technology is permeating our lives, and cities are offering residents digital services to make everyday life easier. For seniors and senior citizens, new technologies can be a barrier, exacerbating digital exclusion. Therefore, digital services must be designed to be fully accessible and intuitive.

Digital accessibility without exclusion

In June, the Starter Incubator hosted a meeting that combined the experience and needs of senior citizens with the world of new technologies. The event “Digital services through the eyes of seniors – more than usability” is an excellent example of how the involvement of residents, NGOs, local government and business can really counter digital exclusion and support the development of the city’s digital services.

The meeting was organized within the framework of the international project “DIGI-INCLUSION – leaving no-one behind in a digital world”. , funded by the URBACT IV 2021-2027 Program (European Territorial Cooperation – ERDF). The aim of the project is to reduce social exclusion and support male and female residents in acquiring digital skills.

Gdansk seniors in the digital world: testing city apps and breaking down barriers

17 senior citizens of Gdansk and 7 IT professionals , involved in designing and testing accessible digital solutions, jointly researched the website and mobile application of the Gdansk Contact Center (GCK) , which are designed to make it easier for residents to contact the city.

Some of the participants were familiar with and used the possibility of reporting various issues through the GCK’s digital tools. Others – only at the meeting they learned what the Gdansk Contact Center is and how to contact it.
“I really like these tools. Thanks to them, residents can feel like hosts in their city.” – summed up the participation in the tests by Mr. Jacek, who only at the meeting learned what the GCK is.

“I didn’t even know such a thing existed at all! Until now, I reported different things separately – sometimes it was about tips, sometimes about transportation, other times about damaged benches. And here everything can be done in one place!” – added Ms. Wanda, who knew the GCK before, but only learned about the digital tools that facilitate contact with the institution during the meeting.

User in the spotlight

The testing itself looked like a meeting with a beloved grandmother or grandfather. IT experts worked in pairs with older people. The senior testers were tasked with reporting specific issues to the GCK. A few people tested the website, but most worked on their own phones. Throughout the seniors’ work, the experts took notes and recorded comments from the elderly, noting commands that caused difficulties for the aged testers.

“It worked out – we had a nice time. Although I have to admit that sometimes you have to struggle to find something in the application. In addition, I was stressed that I couldn’t read everything well, because I forgot my glasses, and some of the bright lettering was on a red background…” – challenged Ms. Krystyna, a senior citizen attending the event.

Seniors and senior citizens made numerous comments on language, content layout, contrast and security, which will be taken into account in the further development of the site.

Local government and residents in dialogue

The meeting was also important for representatives of the Gdansk Contact Center, who had a chance to hear personally how their digital tools are received by users.

“Thanks to the involvement of seniors and senior citizens, we were able to gather valuable information. We will now analyze them to find solutions to make GCK applications and tools more accessible and practical.” – concluded Jaroslaw Schroeder, Manager of the Gdansk Contact Center.

At the same time, the inclusion of older people in the testing of public digital services made it possible to collect valuable comments that will help improve services and make them more accessible to all.

“I believe that the elderly should be considered first when designing new applications. They are the ones who often have the greatest difficulties, and at the same time use city services on a daily basis.” – added Ms. Sophia, who tested the GCK website.

Between the generations

The presence of IT experts was not only a valuable factual support, but also an opportunity to build empathy and dialogue between generations. Their commitment, empathy and patience created a space where seniors felt safe and important. Thanks to them, testing became more than a usability analysis – it became a meeting where technology brings people together.

“I am glad to have been part of this important initiative. It gave me a better understanding of the digital challenges that seniors face and allowed me to actively contribute to improving accessibility in Gdansk.” – said Krzysztof Swiatek – software tester and digital accessibility expert

“It was very good that we were able to participate in this project – I felt like part of the team. It was a valuable experience.” – added Mr. Adam.

Incubator Starter: we connect people and sectors to create better solutions together

Organizationally and substantively, the event was coordinated by the Starter Incubator, which has been working in the areas of education and innovation for years. In turn, the event was possible thanks to the involvement of many people and institutions.

The Gdansk Contact Center prepared the meeting from the technical side. They created special test accounts for seniors and senior citizens, so they raised the testers’ sense of security. Throughout the event, they monitored testers’ submissions to ensure that they did not trigger real interventions.

The Senior Information and Animation Center was responsible for inviting seniors and senior citizens. Thanks to their contacts with senior citizen clubs in Gdansk, the interest of seniors in attending the meeting exceeded the organizers’ expectations.

Thanks to good cooperation with people from the IT industry, we were able to invite committed people who are professionally involved in designing and testing accessible digital products. We also had a lot of support from the “a11y – accessibility” association, which supported us in reaching out to professionals involved in digital accessibility.

“DIGI-INCLUSION is an important project for us. Step by step, we are engaging and bringing together people from different backgrounds to create solutions for the city together.” – says Aleksandra Abakanowicz, project coordinator from the Starter Incubator.

Many thanks to all those involved in organizing the meeting, which was attended by IT volunteers: Aleksandra Klasa, Izabela Szewczyk, Małgorzata Szymczak, Wiktoria Pałka, Małgorzata Potocka, Aleksandra Niemczyk and Krzysztof Świątek.

The project “DIGI-INCLUSION – leaving no-one behind in a digital world” implemented under the URBACT IV Program (European Territorial Cooperation – ERDF).