Boosting seniors´ confidence by enhancing user instructions

This paper describes a study on enhancing user instructions to boost seniors´ (60 - 70 yrs) confidence in using instructional texts. We developed one basic and two enhanced versions of user instructions for a cellular telephone. The first enhanced version contained control steps - where possible - so users can check if procedures were performed correctly. The second enhanced version contained personal stories (both anecdotes and testimonials) that describe how a 68-year-old woman struggled a bit with the instructions, but always succeeded in reaching her goal. We used the plus-minus method to measure seniors´ reactions to control steps and personal stories in user instructions. The results show that although control steps do not particularly stand out in enhanced user instructions, a vast majority of seniors (95%) do value them positively. Personal stories stood out more than control steps, but were valued positively by fewer seniors. Still, a majority of 65 percent suggested including such stories in user instructions. As a next step, we will conduct an experimental study to test for the individual effects of control steps and personal stories on seniors´ confidence, on their motivation, and on the usability of the user instructions.