Barriers in Voice Assistants for Adults 60+: A Uses and Gratifications Perspective

Abstract

This study examines how adults aged 60 and over interact with voice assistant technologies, drawing on the Uses and Gratifications framework to understand their motivations, expectations, and the cognitive or communicative barriers they encounter. Designed as a qualitative case study with five participants (N=5) aged 60–75, the research includes semi-structured interviews, experience-based usage scenarios, brief observations, and reflective notes with participants representing diverse demographic and technological backgrounds. Findings show that older adults tend to view voice assistants as tools that ease cognitive load, supporting activities such as reminders, information seeking, daily planning, and communication. Despite these perceived benefits, concerns about privacy, mistrust, difficulty formulating commands, and a general sense of technological complexity limit adoption. Experiential scenarios increased participants’ awareness yet also revealed challenges such as misinterpreted commands, difficulty understanding system responses, and low digital literacy, all of which heightened cognitive effort and reduced satisfaction. The study highlights the dual nature of voice assistants: they can enhance independence, confidence, and social connectedness, but they may also introduce unexpected demands that complicate the user experience. These results underscore the importance of designing voice-based AI systems that are sensitive to the sensory, cognitive, and communicative needs of older adults. The study contributes to research on aging and human–AI interaction by offering insights that support more inclusive and accessible voice technology design and strategies to enhance digital participation among older adults.