Exploring stakeholder perspectives on user involvement in designing digital public services for older adults

Abstract

Digital public services can enhance well-being but also increase inequalities in society. Drawing from the Access Rainbow Model, we investigate user involvement in designing digital public services for and with older adults from the perspectives of Finnish stakeholders. First, (1) we ask what the typical challenges for older adults are accessing digital public services according to the stakeholders. Second, (2) we explore how stakeholders view the involvement of older adults in designing digital public services. Our research data consists of 20 semi-structured interviews conducted among Finnish stakeholders from local-, regional-, and state-level public administrations and non-governmental organizations in 2021. Based on the data-led inductive thematic analysis, we argue that despite recognizing the heterogeneity among older adults, stereotypical assumptions continue to influence the design process. User involvement is viewed as a valuable but currently unimplemented practice, as no one presently bears the responsibility for involving users in the design process.