Digitally-enhanced services for the elderly

Juha Häikiö, Arto Wallin, Minna Isomursu

    Research output: Contribution to journalArticleScientificpeer-review


    During the last decades, both the public and private sectors have started adopting ICT not only for back office service management, but also for end-user service access. ICT-supported digitally-enhanced services can provide benefits both for service providers in the form of more efficient service delivery and management and for the customers in the form of better service access and availability. The research presented in this paper explores issues related to bringing digital service access points into the everyday lives of elderly users and examines the effects of digitally-enhanced services. The paper analyses two case studies exploring digitally-enhanced services that aim to help elderly people in their everyday lives. The results indicate that the analysed services can improve the efficiency of the service processes. However, service efficiency does not directly translate into a better service experience for the user. For achieving significant improvements in the lives of the elderly, other value measures and better understanding of service value potential from the viewpoint of elderly users are needed.
    Original languageEnglish
    Pages (from-to)232-249
    Number of pages18
    JournalInternational Journal of Services Sciences
    Issue number2-3
    Publication statusPublished - 2010
    MoE publication typeA1 Journal article-refereed


    • Digital services
    • elderly users
    • near field communication
    • NFC
    • service process
    • service providers
    • services
    • ICT
    • service efficiency
    • service value
    • independent living
    • mobile phones
    • cell phones
    • mixed reality interface


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