1. A Usability Study of Websites for Older Travelers Kate Finn and Jeff Johnson, Wiser Usability, Inc. {kfinn, jjohnson}@wiserusability.com

2. Why? Given: WCAG, ADA, 508, Age-friendly guidelines Older Adults (50+): Increasing #s, % of population Increasing #s, % are online Reduced vision, hearing, cognition, motor skills Disproportionately affected by poor design Control a very large % of discretionary income HCII 2013Finn & Johnson 2 We wanted to see if even senior- focused websites are age-friendly.

3. Why? Given: Older Adults (50+): Increasing #s, % of population Increasing #s, % are online Reduced vision, hearing, cognition, motor skills Disproportionately affected by poor design Control a very large % of discretionary income WCAG, ADA, 508, Age-friendly guidelines HCII 2013Finn & Johnson 3 We wanted to see if even senior- focused websites are age-friendly.

4. What? Online Leisure Tour and Travel Websites for Older Adults HCII 2013Finn & Johnson 4 Leisure travel very popular for 45+ Account for 50% of foreign leisure travel Account for over 50% leisure travel spending Many plan entire trips online

5. What? Typical Websites for Older Travelers HCII 2013Finn & Johnson 5

6. How: Exploratory Study 3 well-known, reputable travel sites, specializing in tours for older adults 9 participants: all F, ages 55-80, wide range of web competence and travel experience Captured video of screen, cursor, voice (think out loud) 3 Ps per site: find destination info, search for trip details, and book trip HCII 2013Finn & Johnson 6

7. Results: Sites following common age-friendly usability guidelines Guideline GCT GET RS Avoid small font size; provide an obvious way to re-size text -- -- -- Make the difference between links and non-links obvious; indicate link state -- -- -- Indicate the users navigation path (e.g., with breadcrumbs) -- -- -- Make it easy to return to the Home page -- ? Minimize the need for scrolling, especially horizontally -- -- Minimize page clutter; use sufficient white space -- -- -- Finn & Johnson 7HCII 2013

8. Results: Further Observations Other Usability Issues Confusing terminology Changes not obvious Too much information Menus difficult to operate Interesting Behaviors Scoping errors Getting lost in web site Tenacity vs. giving up HCII 2013Finn & Johnson 8

9. Results: Further Observations Other Usability Issues Confusing terminology Changes not obvious Too much information Menus difficult to operate Interesting Behaviors Scoping errors Getting lost in web site Tenacity vs. giving up HCII 2013Finn & Johnson 9

10. Results: Further Observations Other Usability Issues Confusing terminology Inadequate indication of links Too much information Menus difficult to operate Interesting Behaviors Scoping errors Getting lost in web site Tenacity vs. giving up HCII 2013Finn & Johnson 10

11. Results: Further Observations Other Usability Issues Confusing terminology Changes not obvious Too much information Menus difficult to operate Interesting Behaviors Scoping errors Getting lost in web site Attitudes HCII 2013Finn & Johnson 11

12. Implications Older adults are not included in the design process, and experience great frustration Senior-focused businesses and website designers dont observe user-centered or age-friendly design Senior-focused businesses and website designers are not sufficiently motivated to include age-friendly considerations HCII 2013Finn & Johnson 12

13. Implications Older adults are not included in the design process, and experience great frustration Senior-focused businesses and website designers dont observe user-centered or age-friendly design Senior-focused businesses and website designers are not sufficiently motivated to include age-friendly considerations HCII 2013Finn & Johnson 13

14. Implications Older adults are not included in the design process, and experience great frustration Senior-focused businesses and website designers dont observe user-centered or age-friendly design Perhaps they are just not sufficiently motivated to include age-friendly considerations HCII 2013Finn & Johnson 14

15. Results: Further Observations Other Usability Issues Confusing terminology Inadequate indication of links Too much information Menus difficult to operate Interesting Behaviors Scoping errors Getting lost in web site Tenacity vs. giving up HCII 2013Finn & Johnson 15

16. Thank you! Kate Finn and Jeff Johnson, Wiser Usability, Inc. {kfinn, jjohnson}@wiserusability.com