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Older persons' experiences of one-to-one in-home support for their digital needs: A qualitative study of a Digital

Elisabeth Berglund Kristiansson¹, Cecilia Åberg¹, Anna K Dahl Aslan¹

¹School of Health Sciences, University of Skövde, Skövde, Sweden.

|October 6, 2025

Abstract

Background:

Older persons (those 65 years of age and older) have the lowest digital competence and are thus at an increased risk of exclusion from a digitalizing society. To bridge this digital divide, several Swedish municipalities have introduced a service called Digital Coach (DC), where older persons can request in-home support for their digital needs. Little is known about older persons' experiences of this unique service.

Objective:

To study older persons' experiences of one-to-one in-home support, with their digital needs, through the DC service.

Methods:

A qualitative study was conducted through interviews, and the data were analysed using qualitative content analysis following the approach of Graneheim and Lundman.

Results:

The older persons (n = 14) expressed awareness of the importance of digital competence to keep up with the times to avoid exclusion and vulnerability. They requested support to become part of a digital society. The DC service was experienced as providing respectful support at home, which is considered a calm, safe environment. They expressed that the support made them feel valued and increased opportunities for independence and social participation.

Conclusions:

Older persons found one-to-one in-home support to be the optimal form of support for their digital needs. The support gave them the best conditions to achieve digital competence, and without the support, would have felt stranded. Efforts to support older persons' digital competence should be based on the older persons' own digital needs and be provided in their home.

Keywords:

Older person digital competence in-home one-to-one support qualitative study

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