GenConnect

Research & Methods

A mixed-methods approach was used to gather insights from younger adults who assist older relatives with social media, and to validate findings with older adults themselves.

Our research involved 18 participants across four methods. We interviewed 4 older adults aged 60 and above via video call, ran a week-long cultural probe with 3 younger adults between 18 and 30, hosted two co-design workshops with 8 participants total, and conducted follow-up validation sessions with 3 older adults.

Literature Review

After narrowing our project focus, we conducted a literature review. Each team member collected and analyzed sources to be used in the summary.

Logistics

Each team member collected 3-4 sources and compiled notable information onto a Google Sheet. Referencing these findings, we wrote a wrote a paper which was iteratively improved throughout the duration of the project.

Key Findings

• Technology adoption, especially social media, helps older adults reduce isolation, maintain family relationships, and access critical services, though adoption rates remain uneven due to trust and usability concerns.
• Seniors face challenges such as complex interfaces, cybersecurity worries, lack of confidence, and insufficient support. Internet access and digital skill gaps further hinder engagement.
• Younger family members are the main motivators and teachers for older adults' technology use. Intergenerational mentorship is characterized by personalized, repetitive, and emotionally supportive guidance which proves most effective for overcoming both technical and psychological barriers.
• Older adults prefer simple, low-stress designs, hands-on practice, and step-by-step instructions. They value reassurance about privacy and security and often benefit from structured learning with family support.

Summary

While family support is important, not all intergenerational teaching fully meets seniors' needs. Few studies compare traditional family mentorship with hybrid or community-based models which highlights opportunities for more tailored and multifaceted support approaches.

Initial Contextual Interviews with Older Adults

Interviews with four older adults aged 60+ provided foundational understanding of their technology attitudes and interactions.

Logistics

We conducted 4 one-on-one interviews each with older adults aged 60+ via video call. Interviewers followed a list of general questions, but were encouraged to follow-up on more notable insights. Questions asked explored digital habits, frustrations, and learning preferences. Interviews' findings were thematically coded.

Key Findings

• Most used social media to connect with family, but struggled with changing interfaces and managing security.
• Preferred learning through hands-on guidance from a trusted family member.
• Expressed anxiety about making mistakes, especially regarding privacy and account security.

Contribution

These insights highlighted the need for a solution that feels safe, familiar and supportive which prompted us to prioritize clear, step-by-step guidance and reassuring feedback.

Method I: Cultural Probe with Younger Adults

A week-long cultural probe with younger adults aged 18-30 captured nuanced insights into teaching dynamics, communication challenges, and emotional labor. Participants used kits with scenario prompts, journals, and teaching aid documentation tools. Findings highlighted complexity and privacy as major concerns for older adults, and the importance of patience, repetition, and clear instructions from younger helpers.

Logistics

We recruited 3 younger adults aged 18-30 who had recently assisted older relatives with technology use. Each received a cultural probe pack including:

• Teaching Timeline: A beginner-to-advanced timeline with technologies suggested to inspire older loved ones and brief justifications for each choice.
• Journal Reflection: Participants were asked to reflect on the experience from the perspective of older adult who they may be assisting.
• Scenario-Based Guidance Recording: A group of possible support scenarios prompting the participants to upload a recording of how they'd aid the situation.
• Teaching Aid Photo Documentation: Using the "Disposable" app, particpants captured photos of objects they find can be helpful as a teaching aid.

Key Findings

• Younger family members are essential in helping older adults adopt and use technology by providing both technical and emotional support.
• The teaching process is often reciprocal where older adults share life experience and younger adults share digital skills.
• Older adults face anxiety about making mistakes and concerns over privacy/security.
• Technical jargon and changing interfaces can be overwhelming.
• Younger mentors can struggle with patience and adapting teaching methods.

Summary

These findings showed us that accessible, supportive solutions help both generations feel empowered and connected.

Method II: Co-Design Workshops

Two co-design workshops with younger adults involved problem framing, ideation, and concept development. Participants identified challenges like unfamiliar interfaces and password management. Solutions focused on familiar physical metaphors, visual documentation, and human/AI assistance. Key themes included the need for accessible tech with human backup and visual guidance.

Logistics

We hosted two 60-minute in-person workshops each with 4 young adult participants. Using whiteboards, collaborative exercises, and other physical materials, participants mapped out common support scenarios and brainstormed ideal features via guided activities. Sessions were recorded and data was later analyzed to find common themes.

Key Findings

Participants identified challenges like unfamiliar interfaces and password management. Solutions focused on familiar physical metaphors, visual documentation, and human/AI assistance. Key themes included the need for accessible tech with human backup and visual guidance.

• Desire for a quick assistance button for seniors.
• Interest in personalized, family created walkthroughs.
• Need for reminders and progress tracking to reinforce learning.

"What is my username? What is my password?"

"One week later... they're not here, so how did she increase the volume?"

"So you fake the TV dial. You fake the typewriter."

"A folder of visual steps and physical manuals."

"It's a new type of world with problems they're not trained for."

Contribution

These workshops shaped our feature set. We added a help button, custom walkthroughs, and progress dashboards based on what participants told us they needed.

Older Adults Follow-up

Follow-up interviews with older adults aged 60+ validated concepts from co-design workshops. They confirmed challenges with password management, preference for family support but appreciation for good AI agents, and the need for larger interface elements. Screen sharing was well-received, with privacy considerations.

Logistics

We interviewed 3 older adults aged 60+, presenting them with the prototypes and storyboards. Each session was within 30 minutes and focused on the usability, appeal, and likelihood of use. Feedback was recorded and taken into account while analyzing our workshops' findings.

Key Findings

• Strong preference for large, clear visuals and the option to hear/see instructions.
• Appreciation for being able to revisit help content at their own pace.
• Valued the option to connect with a real person if needed.

"I have a little book... That's my password book."

"I almost always go straight to asking someone in my family."

"I like big buttons and big text... I press wrong things if icons are small."

"If she could see what I saw, that would save us both time."

"Reading instructions doesn't help much and I need to see and hear it."

Contribution

This feedback confirmed our focus on accessibility and flexible support was right for older adults.

Design & Solution

Based on research findings, we found that the project focused on two key areas for fostering effective intergenerational tech support: context-aware support and long-term familiarity with basic tech skills.

To help ensure our design fit the needs of our target user group, we ideated off of a persona which was iteratively improved throughout the project.

Ideation

As we wrapped up our research, we quickly moved into brainstorming potential solutions together. We focused on coming up with as many ideas as possible in a short amount of time. With a wide range of options on the table, we sorted through them and chose a few key ideas to base our design on. For inspiration, we also looked at how self-care apps work-especially Finch, which lets friends check in on each other's wellbeing.

Following our final direction to follow, our application was further fleshed out by branching off 3 key goals. Furthermore, we created a brief information architecture to help guide the flow of the application.

Core Concepts of GenConnect

For Older Adults: An interface with a voice agent integrated into social media platforms for natural questioning and immediate guidance. A notification icon provides walkthroughs from family members. Behavior-based suggestions offer proactive help. "Missions" and community groups foster learning and accomplishment.

For Younger Adults: A dedicated app to respond to questions, create custom walkthroughs, and track the progress of older adults they assist. This addresses the challenges of teaching and the need for structured communication tools.

Key Features of GenConnect

Voice Agent + Keyboard Input

Flexible input methods for older adults to ask for help within social media. System offers help based on user behavior (e.g., lingering on a screen).

Custom Walkthroughs

Younger members can go through questions initiated by older adults and cater step-by-step guides.

Learning Missions & Community

Structured learning and social support for older adults. Younger adults can montitor learning progress to help tailor support.

Discussion & Conclusion

Direction Going Forward

Due to time constraints, we weren’t able to conduct usability testing or gather additional user feedback on the product flow. Moving forward, usability testing and iteration on both the flow and UI will be a priority.

Discussion Highlights

Research confirmed ongoing usability and communication challenges in intergenerational tech support. GenConnect addresses these with features like a voice agent and streamlined tools, offering a more empathetic support framework.

Limitations

Some older adults may still hesitate to adopt new technology, and younger adults might experience support fatigue. Recruiting older adults was challenging, and studying both generations together wasn’t always possible.

Conclusion

This project highlights the need for better tools to help younger family members support older adults with social media. GenConnect provides actionable insights for creating more inclusive digital environments across generations.