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Older people's attitudes toward interactive voice response systems
Delyana Ivanova Miller1, France Aubé, Vincent Talbot
11 School of Psychology, University of Ottawa , Ottawa, Ontario, Canada .
Summary
Older adults
Area of Science:
- Gerontology
- Human-Computer Interaction
- Health Informatics
Background:
- Interactive voice response (IVR) systems offer services but pose challenges for older adults.
- Older adults often report negative attitudes and difficulties using IVR technology.
- Healthcare applications of IVR are significant for the elderly population.
Purpose of the Study:
- To investigate older adults' attitudes toward IVR systems.
- To examine the relationship between IVR interaction success and user attitudes.
- To explore demographic factors influencing IVR success and attitudes in seniors.
Main Methods:
- Surveyed 185 community-dwelling adults aged over 65.
- Assessed attitudes towards four commercial/governmental IVR systems.
- Analyzed IVR interaction success and demographic variables.
Main Results:
- Positive correlation found between IVR success and positive attitudes.
- Some participants with high ratings experienced difficulties, correlating with lower IQ scores.
- No significant gender differences in IVR attitudes or ability were observed.
Conclusions:
- Older adults perceive IVR interactions as cognitively demanding, particularly on attention.
- Successful IVR use is linked to more favorable attitudes among seniors.
- Cognitive factors, like IQ, may influence both IVR performance and perception.
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