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.