Laura Okas

When seeing her grandmother’s personal experience learning to use self-service technologies in her local grocery store, the author was inspired to use the topic for her Bachelor’s thesis project. The aim of this Bachelor thesis is understanding the elderly’s user experience when using self-service technologies. Research was conducted in partnership with Coop, and their self-service experience was studied and mapped.

The research goal was to create design principles based on a literature review. Next, the author mapped out the problems of Coop’s self-service using additional research methods like observation, interviews and co-shopping. This work resulted in proposals to better the user experience for the elderly by taking into consideration the different physical and cognitive changes associated with ageing.