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email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
Silver SurfersJune – September 2015
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Summary
I. Perspective
II. Project charter
III. Our process
IV. General insights
V. Prototypes
VI. Must do’s
VII. Questions
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IN PERSPECTIVE
A few numbers
I
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In the VRT study ’MEMO 2013’ Silver Surfer is defined as: ‘65+ who uses internet a few times a week.
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65+: use of internet and social media (Memo 2015)
A few times a week or more frequent
Only once a week or less
internet
social media
2013
2015
2015
2013
53%
78%
47%
18%
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Facebook 65+: 55%
Silver Surfers: share of Facebook (Memo 2015)
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Digimeter 2014
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14 16 14
2935
3 1 28
5
één Canvas Radio 1 Radio 2 Klara
% silver surfers % silver not connected
Silver Surfers: interesting for these VRT brands(Memo 2015)
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Project vision:Open up the digital world
for 60+ in Flanders.
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PROJECT CHARTER
Design Thinking
II
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email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
OURPROCESS
Design Thinking
III
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empathy
insight
idea
prototype
validation
Our process
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empathy
40 interviews
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insight
13 domains
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1. Digital literacy2. Connecting generations3. Wellbeing & health4. Learn by playing5. A digital stage for talent, knowledge and competences6. Broaden and stimulate interests7. Money & consumer affairs8. Flemish showbizz
Domeinen
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9. Active life10. A listening ear11. Make new contacts online 12. Guidance in a changing society13. Recap and reference
Domeinen
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idee
2 daysbrainstorm 204 concepts
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prototype
20 fastprototypes
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validation
Testing theprototypes
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GENERAL INSIGHTS
Digital behavior and needs of the Silver Surfers
IV
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They want to keep up digitally…
Online banking
grand children Taxes
mailsTravel
online shopping
Train and bus
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... but they are limited
Because they lack
Where can I go? Explanation goes too fast
Is it safe?
Everything is new
How do I do it?
Who can I trust?
confidence and knowledge.
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Family is often the source of new
information or a helping hand
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…but they aren’t always
the best guide (too fast, only once)
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Digital has to be relaxingand may not take effort
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They use the internet to learn
more about existing interests
gardeningcooking
health
family
games
books
hobbies
travelling
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Digital is an extension
of analogue channels
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They also want human
contact online
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=
=
Devices
most spread
most loved
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Channels – The big 3.
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FEEDBACKPROTOTYPES
Truken van de foor, Hobbyhoek, VlaVak Online
V
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From 20 to 3
Truken van de foor Hobbyhoek Vlavak Online
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Prototyping Flow
For every concept we did two sprints of one week each.At the end of every week there were insight sessions with two times four users.
Week 1 Week 2
Development concept Validating the assumptions
Processing the learningsDevelopment prototype
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Truken van de Foor
Truken van de foor Hobbyhoek Vlavak Online
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Concept
A platform where you can find practical tips and tricks that have proven
their value over time.
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email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
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Score Concept: 9/10Score Prototype: 7,5/10
Quite positive feedback, people think it’s a nice-to-have,
visually attractive anda practical way of curating tips.
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“ I like that, I’m already reading. I think it’s fun, you can exchange knowledge.”
Quote from Rik. “Simple tips with great results, that’s always interesting.”
Quote from Willy.
“It’s a little bit like Tante Kaat. I find it interesting.”Quote from Hilde.
“ By making it visually,it becomes more attractive.
You can remember it very easy.”Quote from An.
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Insights concept
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People want practical tips from the past.
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Online searching for tips isn’t a habit.
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A platform with these tips is a nice-to-have, not a musthave.
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Users would read thiscontent in theireveryday flow of
Facebook and mails.
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Users see this content as a perfect way to pass time.
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Insights user experience
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• Watch out with health tips (experienced as “dangerous”).
• Tips should be practical and immediately applicable.
• Nostalgic tips work very good with this audience, users also like surprising facts.
• Tips should be short, visual and step by step.
• For short tips a picture or GIF with a little bit of information is enough.
• Video with different chapters is useful for more difficult tips.
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• No storytelling needed: tips should be described very practical, no superfluous information.
• Photos should be very clear, no extra filters or new information.
• The source isn’t relevant, they don’t need celebrities of storytellers.
• A feedback option can be interesting, but a ‘thumbs up’ or ‘thumbs down’ button will probably be good enough.
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Innovative and interactivevideoformats for tablets are
very popular. (long and short form)
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Hobbyhoek
Truken van de foor Hobbyhoek Vlavak Online
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Concept
A website that gives an introduction about new hobbies with videos and testimonials.
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email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
Score Concept: 7/10Score Prototype: 7/10
Positive evaluation, Silver Surfers think it’s a fast and easy way to find a new hobby when
you’re looking for something different.
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“It will be professionally explained if VRT makes it. There’s a lot of bullshit on the
Internet.”Quote from Rik.
“Most of the time a book is too specific and expensive. This is
more useful.”Quote from Albert.
“This is very quick and attractive.”Quote fromWendy. “You make it very easy for us
with this system.”Quote from An.
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Insights concept
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Silvers surfers don’t have that much
spare time.
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An online platform isn’t top-of-mind. A lot of users discover hobbies offline.
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The added value are the less obvious
hobbies (for example: drones, pilates, beer
brewing…)
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Users like curated lists:“hobbies with the grandchildren”,
“hobbies for rainy days”…
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Users see this platform as something they would visit once
(when they are looking for a new hobby).
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Testimonials convince people to try a new hobby.
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The added value of VRT is bringing inspiring content when it becomes very practical.
(beautiful pictures and videos)
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Insights user experience
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• Variation of different content types is important.
• They want the possibillity to react.
• A location based feature isn’t only interesting to find clubs or organistions, but also to find other people who have the same hobby.
• The users want to be guided to practical information.
• Short instructions are enough to guess if a hobby is something they want to try.
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Next Steps?
• There isn’t a basis for a permanent platform.
• They need inspiration, but only once. It could be an online part of a campaign about hobbies or spare time: start to hobby.
• New and original hobbies are a relevant topic for online content for this audience.
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Vlavak online
Truken van de foor Hobbyhoek Vlavak Online
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Concept A
A platform about travelling where you can find inspiration
and share your own experiences.
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Concept B
A online platform where you can watch old episodes from
travel show Vlaanderen Vakantieland, enriched with practical information.
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email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
email@nextgeneration.comÝ Contact: 123 456 789www.nextgeneration.com
Score Concept: 9/10Score Prototype: 8,5/10
Very positive feedback for this concept, it’s perceived as an entertaining source of
inspiration for travelling and other activities.
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“I really like to use it when I go on trip for a weekend.”
Quote from Wendy. “Now I seach it myself, but this would be more easy.”
Quote from Jozef.
“I really would use it, it’s very practical.”
Quote from An. “It shoudn’t be too elaborate,
otherwise I would fast forward it.”Quote from Rik.
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Insights concept
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VlaanderenVakantielandis a lovebrand.
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Content about travelling is their favorite.
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The added value of an online platform is the freedom to watch only what they want to see.
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European destinations are popular.
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But they are also interested in trips nearby.
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Inspiration is a trigger to watch or read certain
content… but if they search something online
themselves, it is very practical information.
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They aren’t familiar with the concept of travel blogs.
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Insights user experience
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• Clear criteria to select a destination are important
• Searching for a category first and afterwards for a location, seems a good structure.
• Curated lists of trips are positively evaluated.
• Silver Surfers like longform video that are split in different shorter chapters• You can give more info with each chapter: for exemple location, website,
prices…
• Celebrities aren’t necessary online.
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MUSTDO’S
VI
8 areas of concern for the Silver Surfers
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1. Think about elderly in user testsInterview 60+ before the launch of new products about the usability of your service or format.
2. Welcome buttonUsers don’t always get how your website works, a button where you can find a video thatgives an explanation, could be a resolution to this.
3. A better FAQFrequently asked questions can resolve the most typical problems. This page should beelaborate and up-to-date, good practice: http://www.bbc.co.uk/faqs
4. Community managementIt’s important to follow up the questions you get from the existing communities(Facebook, Twitter, mail, site…). Users can help to find and resolve problems in an earlystage.
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5. The ”I have news” buttonA button where users can share your local or breaking news
6. News explainedDifficult words can be explained with pop-ups.
7. Consistent look and feel for URLsDuring a radio or television program a lot of URLs are mentioned. If they always look thesame on the website, people will find them more easily.
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QUESTIONS?
VII
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