A Question of Access: Exploring the Perceived Benefits and Barriers of Intelligent Voice Assistants for Improving Access to Consumer Health Resources Among Low-Income Older Adults

Abstract

Intelligent voice assistants (IVAs) such as Amazon Echo and Google Home present a promising opportunity to improve access to consumer health information and resources for older adults. However, researchers know little about older adults’ opinions of using IVAs for these potentially critical tasks, particularly those with already limited access. In this paper, we explore older adults’ views about IVAs for consumer health and wellness information with the goal of better understanding what they envision as benefits and barriers of using such technology in the future. We shared an IVA prototype with ten older adults (60 years of age or older). We interviewed them about how a similar system might impact their access to consumer health information. Participants saw the potential for IVAs to improve their search experiences and support them with other health tasks. However, participants were also concerned about adopting an IVA for health due to access barriers, confidentiality risks, and concerns about receiving trusted information. Based on our findings, we discuss considerations for designing IVAs for underserved, older adult populations.

Voice-Controlled Intelligent Personal Assistants in Health Care: International Delphi Study

“…Following the recent Dr Google phenomenon [3], conversational agents have quickly become a source of knowledge for health-related requests, providing information on various physical and mental health conditions [4]. Over the past years, advances in machine learning, particularly in neural networks, have enabled voice-based technologies to assist health professionals during medical consultation [5], provide diagnostic support [6], assist elderly people in their daily routines [7,8], and promote an overall healthier lifestyle [9]. Furthermore, intelligent assistants show potential in recognizing emotions and developing robot-human relationships with users [10,11], which can open a wide range of new applications for mental health patients, after-diagnosis support, and treatment of chronic conditions [12].…”

Potential and Pitfalls of Digital Voice Assistants in Older Adults With and Without Intellectual Disabilities: Relevance of Participatory Design Elements and Ecologically Valid Field Studies

“…Third, a benefit has been identified in the health domain. VAs can assist with daily well-being activities such as health tracking, medication management, or dietary planning (Tsiourti et al, 2014;Nallam et al, 2020;Trajkova and Martin-Hammond, 2020). Fourth, the use of VAs might contribute to enjoyable leisure time experiences, via entertainment features like music, videos, and jokes (Scherr et al, 2020;Corbett et al, 2021).…”

“…In this way, the benefit of support for independent living and a reduction of dependency on personal assistance may also result in a higher level of dependency on VA assistance. Finally, concerns about privacy and data security are potential barriers to using VAs (Nallam et al, 2020;Trajkova and Martin-Hammond, 2020).…”

“…Fourth, the use of VAs might contribute to enjoyable leisure time experiences, via entertainment features like music, videos, and jokes (Scherr et al, 2020 ; Corbett et al, 2021 ). Fifth, VAs can provide support for independent living including aspects of time-structuring (e.g., setting a timer or reminders) and instrumental activities like access to online information (Nallam et al, 2020 ; Pradhan et al, 2020 ; Scherr et al, 2020 ; Corbett et al, 2021 ). Sixth, taken together, VAs may have a positive effect on a person's agency because VAs can support older adults with intellectual disabilities in better managing different aspects of their everyday lives (Smith et al, 2020 ).…”

Improving Older People’s Lives Through Digital Technology and Practices

“…There are two papers in this collection focussing on voice assistants or smart speaker technology. The fifth paper in this special issue is by Nallam et al (2020) who explored using voice assistants or smart speakers to provide health information to older adults from low-income backgrounds. However, the sixth paper by Chung et al (2021) identified low-income older people living in residential accommodation using smart speakers or VA technology to provide reminders and support for their daily needs, such as a daily living assistance tool, a social activities reminder, a medical appointment reminder, a medication reminder and an information provider including providing health tips and the news.…”