Lessons from Our Usability Studies with Older Adults Thomas S. Tullis, Ph.D. Senior Vice President Human Interface Design Fidelity Investments tom.tullis@fmr.com Seminar on Older Users and the Web GSA & AARP Washington, DC July 20, 2004

Our Studies Conducted an initial usability study with many users over a wide range of ages. Asked all users to do the same tasks using the same prototype. Carefully observed where the older users encountered problems or otherwise did things differently from the younger users. Made changes to the prototype to address the issues older users had. Retested with a new group of users.

Results: Study 1 Older users had significantly more problems. 10 20 30 -4.00 -3.00 -2.00 -1.00 0.00 1.00 2.00 3.00 4.00 10 20 30 40 50 60 70 80 90 Age (in years) Usability Index (higher is better) Older users had significantly more problems.

Observation #1 “Cautious clicking” Video clip Older users tended to adopt a more cautious interaction style on the web, particularly with regard to clicking on links or buttons. Video clip Changes we made as a result of this: More explicit wording of links Use of more “action words” in links (e.g., changing “Accounts” to “View Accounts”)

Observation #2 Clicking on non-links Video clip Older users were much more likely to try clicking on items like bullets, headings, and other graphical elements that were not links. Video clip Changes we made as a result of this: Making bullets, headings, and graphical elements “hot” whenever appropriate. Using consistent visual treatment of links with highlighting on mouseover.

Observation #3 Confusion with technical terminology Video clip Older users were less likely to understand certain technical terms or jargon (e.g., home, window, login). Video clip Changes we made as a result of this: Eliminate technical terms when possible. Simplify other terms. Make definitions available.

An Example from Fidelity.com Today 2003

Observation #4 Reading more Video clip Older users were more likely to read text on web pages, including instructions, disclaimers, legalese, etc. Video clip Changes we made as a result of this: Simplify pages. Use clear and concise writing. Eliminate unnecessary text.

Results: Studies 1 and 2 Overall Usability Index -5.00 -4.00 -3.00 -2.00 -1.00 0.00 1.00 2.00 3.00 4.00 10 20 30 40 50 60 70 80 90 Age (in years) Performance Z-Score Study 1 Study 2 Linear (Study 1) Linear (Study 2) Performance improved significantly for everyone!

Some Future Directions Better ways of helping users understand what a link will do before clicking on it. Interactive natural-language assistance (“chat” with a virtual rep). Better ways of using audio to help users with low vision. Easier and more secure ways of authenticating.