For my 21st birthday I asked my father to buy me a power tool.  I still remember when I got my AEG power drill! I loved it then, and I still love it and use it today, 9 years after. It never let me down and it built my furniture in 3 flats and installed in at least 10 of my industrial design exhibitions.

Unfortunately it wasn’t designed with women in mind, so I often strained my wrist using it or had trouble carrying it around in its big and heavy case. I would have loved if AEG had thought about me, about other women, when designing it.  AEG like so many other technology companies, fail to understand what women want and just ending up producing a ‘pinked up’ and often’ dumbed down ladies version’ like the toolkit featured here.

This kit has probably been designed by men who didn’t want women to ever use tools, and if they ever do, this kit ensures they will have a bad experience. Bad grips, cheap metal, tiny fiddly components all coated in pink! Forgive me for thinking this is not a manicure set, right? It’s a tool set…

If women are not very experienced in DIY, a kit like this should make the job easier, not difficult and patronising.  I would have felt terriblly confused if my father had got me something like this, I would have probably never got closer to the DIY shop anymore.

Nine years on, and on my 30th birthday I would love to say that design is much more female centred.  Unfortunately it is not and according to CES, women think only 1% of designers have them in mind when designing for them.

Lady Geek’s DESIGNWITHME product takes into account women’s aspirations and strengths, not their nail varnish colour…

by Clara Gaggero

Older users, particularly older women, seem reluctant to use mobile technology on a daily basis. According to Ofcom, (The Consumer Experience 2008 Research Report) only 5% of people aged over 65 makes a phone call or sends a text on a daily basis.

Samsung commissioned a research project to the Helen Hamlyn Centre at the Royal College of Art to tackle this issue. Adrian Westaway and myself  conducted the yearlong project, aimed at enabling older users to use and enjoy mobile technology.
Existing “solutions”, often known as Silver Phones, are stigmatising and disrespectful. They dumb down information instead of enabling the users to access them. We believed that creating another mobile phone with bigger screen and bigger buttons would not solve the problem. We believe that older people would benefit from gps, and other applications that mobile technology can offer nowadays.

We looked at the bigger picture, analysing the whole user journey. We worked closely with users of all ages and we soon discovered something staggering. After purchasing or receiving the phone, when opening the box, digitally savvy younger users approach immediately the phone and learn how to use it by trial and error; older people instead look for help inside the box. Help isn’t always there, manuals are merely legal requirements printed on flimsy paper and the packaging is a glorified egg carton. We noticed that the enthusiasm of having a new phone vanishes at this stage and many people feel frustrated and excluded.

But older people are not alone, 85% of all users report frustration in setting up a new phone. This shows how, by focusing on a defined user group and conducting a people centred design process, we can discover a big commercial opportunity.

We created three solutions, three analogical answer to digital problems. People are waiting six months or more to meet their daughters, sons or nieces, the “translators” that will explain them the phone or the digital camera’s features. We created three objects that act as interpreters between technology and the users.

The Book:
Most phones come with flimsy manuals with complicated language and jargon. These books, which can live on a bookshelf, actually contain the phone. Each page reveals the elements of the phone in the right order, helping the user to set up the sim card, the battery and even slide the case onto the phone.
The second book is the main manual – the phone actually slots into this and becomes the center of attention. Arrows point to the exact locations the user should press, avoiding confusion and eliminating the feeling of being lost in a menu.

The Cards:
Phones have become over complicated and many users are afraid to break them or get lost in menus – so they don’t explore and learn all the things they can do. A set of cards represents every function inside the phone which users can flick through and discover. The phone is supplied empty, and users add the functions they want by tapping a card onto the screen. Cards can be carried in your wallet so functions can be accessed on the move. To encourage learning, the back of the card explains what the function does, and how to reach it using the menus.

The Map:
Last but not least. To encourage users to explore and familiarize themselves with their phones a map was created, which guides users through the meandering labyrinth of menus. Users tests showed that people were quickly discovering and getting interested in new areas of their phone previously buried under layers of menus.

Samsung was very pleased with the results of the research and is now developing internally the solutions to bring them to market. The company is looking for applying this direction not only to mobile phones but to a whole range of digital tools on the market – cameras, video recorder, mp3 players… -
Samsung will talk to its older customer in a way that will distinguish them to the competitors who dump down information and whose design is focused on disabilities rather than being inspired by abilities.

For more information please contact: info@claragaggero.com