We developed manuals for the elderly and their key contacts, including recommendations on how to use video conferencing and remote desktop tools

The problem

• To ease the negative effects for people shielding during the Covid-19 pandemic, Sweden’s Post and Telecom Authority (PTS) embarked on work to support the availability and use of IT and electronic communication services by the elderly. PTS’s work was part of a government initiative assigned to the authority
• PTS engaged Analysys Mason to assist with this work

The solution

• We conducted a market review to identify digital tools that could help elderly people who were shielding, such as video conferencing and remote desktop tools
• We created a framework to evaluate these tools in terms of features such as accessibility, security, cost and access to technical support
• After an initial evaluation some digital tools were assessed further through usability testing, in which elderly users attempted to complete tasks such as making a video call
• By observing the usability tests, Analysys Mason developed an understanding of the user group’s needs and challenges when using video conferencing and remote desktop tools
• Based on these insights we created easy-to-use manuals for elderly users and their key contacts (relatives, care givers and welfare providers), with recommendations on how to use video conferencing and remote desktop tools

Figure: We evaluated digital tools such as video conferencing and remote desktop tools

The result

• PTS gained a good understanding of the accessibility of video conferencing and remote desktop tools from the perspective of the elderly
• The manuals developed by Analysys Mason were made available to elderly people and their key contacts, thereby facilitating the use of digital tools and reducing the negative effects of shielding due to Covid-19