Barriers to the adoption of cell phones for older people with impairments in the USA: Results from an expert review and field study

This qualitative exploratory study examines the barriers to the adoption of off the shelf cellular telephones for older people with vision, hearing, or dexterity impairments. We include the full range of factors that influence phone acquisition, use, and retention. We explore the feasibility of providing individual support to overcome learning barriers. The first stage of the study is a review of the sales process, purchase experience, and handset features available for cell phones in the Berkeley and Oakland areas of California in mid 2007. As the industry is organized, physical accessibility cannot be separated from programmatic access and business practice. The ergonomic aspects of handset design are mediated by firmware and software that changes rapidly and varies by carrier. The US sales model for cell phones, where purchasers select a pricing plan or tariff and then a handset from a limited group, does not accommodate the needs of seniors with impairments who need low cost plans but handsets with specific groups of features, most of which are generally available, but not necessarily available on any one phone and almost never on entry level phones. It is difficult for consumers to obtain information prior to purchase about handset accessibility. Features that support access are often difficult to find in menus and difficult for seniors to use. In the second stage of the study we gave a group of twelve older people with impairments, ranging from 66-90 years of age, a cell phone, airtime, and individual support for a one-month period. The results show that older people with impairments are deterred from cell phone use as much by the confusing structure of the industry as by the lack of certain handset features. They too often sacrifice access for price. They can be supported to learn to use cell phones but further work is needed to determine the specific kinds of support needed and how this can best be delivered. © 2010 IOS Press and the authors. All rights reserved.