Technical Support Needs of Older Users of Digital Health Technologies to Support Self-Management of Multimorbidity

Abstract

Marketplace digital health and wellness devices have become more accessible, but there has been little examination of the specific issues that arise when such devices are deployed to large groups of novice digital technology users, such as older adults, for use over time. ProACT, a digital application and technology platform, is designed to support older people to self-manage multiple chronic health conditions. Analysis of technical support records, relating to participants of the 12-month ProACT proof-of-concept trial in Ireland, identified hardware, software and user issues with the technology. Meeting these needs required flexibility, good communication, respect, and speed from the research team. Enabling maximum engagement with new DHTs requires understanding the challenges end-users may experience, particularly those with minimal previous experience with such technologies.