Sample Results of Online Questionnaire (2/2) Figure 3: Why people DO NOT buy rail tickets online (1 = totally agree; 5 = totally disagree) 1 2 3 4 5 because buying online is complex/tricky/uncomfortable because I like buying at the counter more because online payment is complex because of privacy reasons (stay anonymous) <59 60+
Overview: Ticketing portal related results
Online Ticketing portal gives to less information on “non-routine trips”
For routine trips information is currently adequate
Tailored information vs. advertisement
Information increases the attractiveness of website
Cross linking of different kind of information to increase the possibilities to explore (“elderly users are explorers”)
Standard structure of ticketing process is urgently needed
Clear identification where process starts and ends (buying)
Clear identification of actual progress
Context relevant help is important
Use of “non-web” language increases the accessibility to information (especially for elderly)
Overview: User group related results
Older users do not show general antipathy towards the medium “internet”
Once they have been in contact they appreciate the services even stronger than younger users
Eg.: elderly users appreciate online payment more than younger users significantly
Older users expect realistic Feedback:
“ a confirmation for payment”
“ a guide that indicates what to do next”
Older adults are less concerned and less critical with technical problems as long as the system is consistent
Final Conclusions Identified issues WCAG 2.0 Addition Organization of information is complicated 3.1 Readable and 3.2 Predictable Investigate further on older peoples reading habits and cognitive problem solving processes Older Users tend to not report problems 3.3 Input Assistance (context aware) Add context aware output assistance for problem reporting in the time the user faces a problem
Final Conclusions Identified issues WCAG 2.0 Addition End-decision making in online processes is uncomfortable, especially in online purchase systems 3.3.4 Error Prevention 2.4 Navigable Support users awareness on critical information and sequence changes and make feedback recognizable to the older user Names of navigation elements are not clear 3.1 Readable and 2.4 Navigable Set older user specific requirements for linking and naming including link number, link size, language, etc.
Final Conclusions Identified issues WCAG 2.0 Addition Tailored information/ advertisement is not perceived as promotion but as contextual and useful information Define and standardize the placement of tailored information with rules on the page in relation with its relevance Older users are explorers and often expect to get a wider range of information on websites Investigate older users purposes to use your site (e.g. purchase tickets in contrast to purely information purpose) and provide a tailored information pool if necessary
Final Conclusions Identified issues WCAG 2.0 Addition Older adults want to take real feedback like “a guide that indicates what to do next”. 3.3 Input Assistance Set rules for the language and placement of assistance in an understandable way. Older users do not have problems with interaction as long as they can control interaction.
The system and technical specifications are still considered as basics when creating a website and they are treated as non- changeable facts.
An accessible web is for all people and it should consider the end user from the very first step, users must be the starting point.
Guidelines must be evaluated with end users and collected & merged.
Collected data can be counted as basics for all and the control of this part can be automated.
Websites and web experience must be grouped according to user’s needs and perceptions.
Basic websites like websites from governmental institutions e-health which are needed at first hand must have standardized interaction styles and orders.
Older users are not likely to report problems but they are likely to solve these problems themselves, these patterns can be collected and analyzed.