Connected by Design: Evaluating ‘Full Kontroll’ as a Tool for Improving Digital Access Among Norwegian Seniors

Abstract

This thesis explores user-centred design as a tool to reduce digital exclusion among Norwegian seniors through a use case of the ‘Full Kontroll’ system. Digital divide theory by Jan van Dijk is applied as four criteria of evaluation for ‘Full Kontroll’ and if user-centred design can be effective in reducing digital exclusion for seniors within the national elderly care reform ‘Bu Trygt Heime’.

The prototype of ‘Full Kontroll’ aims to address the challenges of TV-related issues for seniors. ‘Full Kontroll’ is designed to make TV-troubleshooting accessible for seniors through the integration of a real-time customer support system. User research found troubleshooting TV-issues is a barrier of digital access with few options of accessible customer support solutions to assist the seniors. In response, ‘Full Kontroll’ is a dual support system that connects seniors to customer support from their living room through the press of a remote-control button and integrates human-to-human communication through visual and verbal guidance for effective problem-solving. The system aims to build confidence and digital literacy among the senior population.

The thesis evaluates how, through a user-centred design process, ‘Full Kontroll’ became a user-centred solution. It places user-centred design within a broader societal context through exploring how such designs align with national initiatives that emphasize digital participation for an aging population. It argues that user-centred design can both improve quality of life by fostering independence and reduce strain on public healthcare services. The findings indicate the importance of designing with, not just for, seniors and call for other user-centred design that support varied technological and cognitive backgrounds that are grounded in human-to-human communication.