Older Adults' Experiences Navigating Setup of Digital Health Technology: Implementation Report

Clinical Snapshot

Key Findings

• P Value: Not applicable for qualitative study

• Effect Size: Likelihood of continued use decreased from 67% at week 1 to 54% at week 4

• Primary Outcome: Customer support issues were the primary barrier, followed by instruction comprehension and Bluetooth connectivity problems

• Nnt Or Sensitivity: 13 percentage point decrease in intention to continue use over 4 weeks

• Confidence Interval: Not applicable for qualitative study

Clinical Application

Findings suggest need for enhanced onboarding support, simplified instructions, and improved customer service training for successful implementation Relevant to Australian digital health initiatives including My Health Record adoption and telehealth expansion under Medicare. Findings could inform TGA guidance on digital therapeutics and support RACGP digital health literacy initiatives Older adults (≥65 years) with low technology experience being introduced to digital health interventions

Abstract

BACKGROUND: Digital health and connected technologies may support better health outcomes among older adults, including those with multiple chronic conditions or low engagement in health behaviors. However, initial experiences with technology, including during unboxing, setup, and first use, can influence emotional reactions and perceptions and can ultimately determine sustained, meaningful use. Older adults with low technology experience or poor health may be particularly vulnerable to frustration, stress, or abandonment of devices when early interactions are negative. OBJECTIVE: The purpose of this implementation study was to closely observe the initial engagements with a telehealth treatment app and connected blood pressure monitor (BPM) among a group of older adults with low prior technology use and reported low health behavior engagement. The goal was to identify setup "pain points" that may influence initial impressions and intention to use the technology over time. METHODS: A total of 24 older adults (aged ≥65 years) were recruited for a 4-week trial of a telehealth app. Participants were provided with a box containing a tablet preloaded with the app, paper instructions, and a BPM and cuff. Researchers first conducted in-home ethnographic interviews with participants to observe the unboxing and setup process, documenting experiences with reading instructions, using the BPM, and engaging with customer support. Weekly check-in calls and a final exit interview captured ongoing experiences and likelihood of continued use. Interview recordings were transcribed and independently coded, guided by the unified theory of acceptance and use of technology. RESULTS: Most of the sample were White (20/24, 83%) and female (14/24, 58%). Negative experiences with the app's customer support were the top challenge for participants, with representatives providing confusing steps or conflicting terminology. Other common challenges were understanding instructions, connecting to Bluetooth, and correctly using the BPM. While 67% (16/24) of the participants indicated that they were likely or very likely to continue to use the app after the study ended at the end of week 1, this number dropped to 54% (13/24) by the end of the 4 weeks. Participants who reported lower technology self-efficacy at the beginning of the study also experienced frustration, anxiety, and embarrassment as friction with the setup process continued. CONCLUSIONS: First impressions of digital health apps play a critical role in influencing older adults' emotions and perceptions regarding the technology and may impact the likelihood of longer-term engagement. Those with lower technology self-efficacy are particularly susceptible to experiencing negative emotions such as frustration, stress, or shame. Mobile health apps and interventions targeting older adults should incorporate simplified instructions with clear, consistent terminology and well-trained customer support staff to improve the onboarding experience.