JMIR Publications

ABSTRACT

Although digital health and connected technologies are gaining popularity among older adults, many barriers have been identified to sustained, meaningful use, which will support better health outcomes. The purpose of this study is to closely observe the initial engagements with a telehealth treatment app and connected blood pressure monitor to identify potential pain points that may impact successful setup and lead to stress, frustration, or other emotions. Twenty-four older adults were provided with a box containing a tablet, paper instructions, and a blood pressure monitor and cuff. Ethnographic interviews were conducted and research staff observed as the participants unboxed and set up the device. While some challenges arose from the technology and its interface, many challenges, such as inconsistent or vague language, were linked to the paper instruction sheet and related customer support calls. Participants who reported lower self-efficacy at the beginning of the study also experienced frustration, anxiety, and embarrassment as friction with the setup process continued. Future work should be sure not to neglect this crucial stage of initial impressions and emotional impact of apps, and to prioritize providing trained customer support representatives that can speak in clear, consistent terms with provided instructions, to ensure satisfaction, build trust, and drive loyalty.