A Voice Assistant for Older Adults Using Contactless Services

This project aimed at solving the difficulties middle-aged and elderly users face when using contactless services such as kiosks and self-checkout systems. We applied user-centered design methodology from user surveys to requirement analysis and prototype design to create a voice interface-based ordering service.

Survey

We designed and conducted a survey targeting users under 40 and over 50 regarding their experiences with contactless services. The survey consisted of positive and negative experience items measured on a 5-point scale. The results confirmed that users over 50 are reluctant to operate complex devices and significantly feel the lack of UI readability and operational instruction. We particularly derived the insight that they are more familiar with voice interfaces than touch interfaces.

Based on the survey results, we systematically established functional and non-functional requirements for the voice-based ordering service. Using the Atomic Requirements Shell technique, we prioritized each requirement and specifically defined performance and quality standards.

Prototype

We designed user flows and screens for the voice interface using Figma. Applying an AI assistant metaphor, we designed a Voice User Interface that allows users to order naturally as if conversing with an actual clerk, and visualized the entire user journey from store entry to automatic payment.