Users Pain Points Needs Insight

Aged 66, Retired - Unfamiliar with using - A simpler way to get - The product must be clear
- Just started to use a mobile phones, but there are instructions and learn how to and easy to use
smart phone, and is many scenarios in life where use mobile phones - Instruction should be
gradually becoming mobile phones must be used. - Get assistance to give designed in a way such that
Elderly Users familiar with it - Unable to accurately feedbacks and describe easy to understand (better
- Alone at home, daily describe the problem when problems to helpers with animation presentation)
activities are playing ask help from others - Keep a record of the tutorials, - Verbal instructions are still
chess and traveling with - Unable to keep up don’t need to remember it needed to facilitate
old friends, so it is instructions accurately and herself understanding
difficult to reach young quickly, consume much time
people to learn how to use
- When going out to buy - Easily forget things, have to
groceries in the evening, ask again when encountered
often be required to use the same problem again
mobile phone to scan QR
code to pay
Aged 22, University - when teaching parents to - A more direct way to get - The product should provide
student use phones, feel verbal elder’s feedback so that can instant feedbacks from elders
- Final year at school and description is unspecific find problems in time so young users can better
is busy with schoolwork - so busy that have no time to - Give instructions clearly and provide help
- Smart devices are very teach parents again and again don’t need to repeat many - Instead of remotely
Young Users easy and common for - can’t identify what problem times controlling elders’ phones to
her parents encountered as she help them, provide a easier
- little contact with the could not see their operations way to teach them is better
elderly in school, and directly and really solve the problem
don’t know how to
clearly describe things to
them