Empathy mapping and hybrid persona creation: Understanding older adults' needs in technology design for ageing in place

Abstract Background Technology yields the potential to support independence in later life and facilitate ageing in place. Barriers such as limited usability, varying levels of digital literacy, and persistent age-related stereotypes are documented to hinder technology adoption among older adults. User-centered design approaches, such as the persona method, offer strategies to address these challenges. Objective Personas were created to inform the development of technologies supporting ageing in place by enhancing stakeholders' understanding of needs and technology experience among older adults. Methods The personas were developed through an iterative process, with this paper detailing the last stage, which employed the a PATHY technique as conceptual framework for content analysis. Eleven focus group discussions were conducted in southern Germany, of which nine were included in the analysis. These involved older adults in need of support, with orthopedic and neurological conditions, and in informal caregiving roles. Results Five hybrid personas were created to represent the target groups' experiences related to ageing in place, each reflecting needs, problems, existing solutions, habits, sociodemographic characteristics, and dimensions of technology experience. Key factors influencing technology experience and uptake among the personas were identified, including the social context and availability of support, the perceived trade-off between safety and digital privacy, and the persistence of the digital divide. Conclusion The findings underscore the necessity of adaptable, context-sensitive technology solutions, displayed by the personas’ needs, pains, routines and technology experiences. Thereby, the hybrid personas reinforce the importance of a more relational and context-aware approach in user-centered design.