Empathy Map Instrument for Analyzing Human-Computer Interaction in Using Web Search UI by Elderly Users

Since elderly users lack intellectual ability, which becomes less due to age factor their interactions with computer interfaces exhibit limitations essentially arising from problems inherent to their age. This is due to the minimal cognitive flow, physical impairments, and lack of knowledge about computers and technologies. All these factors are often analyzed by employing qualitative and quantitative research methods. The empathy map tool was used as the qualitative analysis method in this research study. To address this study objective, the study target group was elderly people 60 years and above, and the group consists of 15 volunteers, with seven females and eight males. Age is the only factor in this study. The test used in this study is the usability test to do seven search tasks by using Google engine and seven different search tasks with Bing engine individually by each volunteer. The observation method and note-taking are used in this study to collect data. Also, a SUS questionnaire was used to be a validation method to prove the results obtained by the empathy map instrument. The result of the empathy map tool enables to explore, understand, and empathize, from the perspective of the elderly user and their interaction with search engines; more specifically, with the Google and Bing interface. The results of the empathy mapping method show that the elderly are dissatisfied with the usability of search interfaces, which is consistent with the findings of the SUS questionnaire.