Learning from GetSetUp Users: Iterating Helen, our AI Assistant for Older Adults

Over the past five years, GetSetUp has worked with millions of older adults looking to expand their digital, social, and wellness skills. One takeaway stands out: people often hesitate to use new technologies when they’re unsure what to do with them. AI is no exception. If an AI assistant simply greets an older adult with, “How can I help you?” many respond with, “I’m not sure.”

In this post, we delve into the importance of intuitive AI interfaces for older adults and how predefined, relevant conversation starters can significantly boost engagement and practical value.

Why Intuitive AI Matters

• Unclear Next Steps: Older adults may face barriers when technology isn’t straightforward about what it can do and how it does it, leading to confusion or mistrust.
• High Stakes: Many older adults use digital tools to manage health conditions, arrange transportation, or stay connected to critical resources. A poorly designed AI could hinder rather than help.
• Time & Energy Constraints: Seniors often lack the time or motivation to “experiment” with a new platform. If it’s not clear on first use, they may quickly disengage.

Despite continuous innovation in AI, research indicates that usability issues can lead to lower adoption rates among older populations. By tackling user interface challenges, we can ensure older adults remain empowered rather than overwhelmed.

Predefined Prompts: A Practical Solution

When AI interactions start with an empty text box and a simple greeting—“Ask anything!”—most users draw a blank, even if they do have burning questions. That’s why predefined conversation starters are so crucial.

1. Relevance to Life Situations

Our team classified and labelled  five years of data gathered from teaching older adults across various domains—fitness, health literacy, financial management, and more. We noticed recurring themes:

• Health & Wellness: “How can I manage my arthritis symptoms?”
• Home & Safety: “What are some tips to prevent falls?”
• Technology Troubleshooting: “How do I block spam calls?”
• Financial Literacy: “Where can I find discounts on my utility bills?”

By turning these questions into ready-made prompts, the AI can suggest them at the right time. This approach mimics online discussion forums (like Reddit threads) that don’t currently exist for older adults but should.

2. Lowering the Learning Curve

Rather than typing their own queries from scratch, older adults can browse a list of topics—like “Stretches for Osteoarthritis,” “Help with Medicare Options,” or “Filing Taxes Online.” This experience feels more natural and alleviates anxiety about “using the wrong words.”

3. Building Early Momentum

Predefined prompts get the conversation rolling. Once older adults discover they can get quick, helpful advice, they’re far more likely to explore deeper or branch into new questions. It’s about nurturing small successes early on.

Drawing on 5 Years of Insights

Through extensive trial-and-error in live classes, we learned which challenges older adults face most. They often center around:

• Physical Well-Being: Chronic pain management, nutrition guidance, balancing exercise routines.
• Digital Literacy: Avoiding scams, using smartphones for daily tasks, trying new apps.
• Financial Security: Understanding retirement benefits, cost-saving tips, budgeting tools.
• Emotional & Social Health: Staying mentally active, combating loneliness, connecting to local communities.

By embedding prompts aligned to these broad categories, an AI assistant can guide users to the core information they need—be it an article, class, or peer forum. Meanwhile, older adults learn how to engage with the assistant more meaningfully, discovering possibilities beyond their initial queries.

Practical Outcomes: A Snapshots View

• Immediate Usefulness: With a curated set of “starter topics,” older adults can receive relevant responses in seconds. This efficiency encourages them to keep exploring.
• Reduced Abandonment: Fewer people give up on the AI because they don’t know how to formulate their questions. This boosts overall usage and user satisfaction.
• Deeper Engagement: Learners are more likely to return when they realize the AI can handle varied topics, from household chores to specialized medical inquiries.

Policy & Future Implications

As AI-based tools increasingly factor into government and private efforts to support older adults (e.g., telehealth expansions or benefit check services), ensuring usability and relevance is paramount:

• Faster Adoption: Initiatives that offer well-structured AI prompts could see higher uptake, shrinking the digital divide.
• Better Care Coordination: More intuitive AI means older adults can confidently share health updates or questions between clinic visits, potentially reducing gaps in care.
• Cost Savings: By steering users toward self-service for simpler tasks, social service agencies and health systems can reserve live staff for complex situations.

A straightforward “How can I help?” doesn’t always spark engagement for older adults in an AI environment. In fact, it can often lead to confusion or abandonment. At GetSetUp, we harnessed five years of teaching older adults to build a set of AI conversation starters that match their reality—health, finance, technology, and community.

When the AI greets users with prompts that mirror real-life concerns, older adults see immediate, personal value. They’re not just clicking around in a vacuum; they’re stepping into an environment designed around their needs—one that helps them stay informed, independent, and connected.

In the end, this approach doesn’t just boost adoption; it makes the technology itself more human-centric, bridging the gap between innovation and the lived experiences of older adults. That’s the real key to ensuring AI finds its place as a friendly ally, rather than an intimidating black box. We’re excited to keep refining these prompts as we learn more, so that every interaction can be truly meaningful for the people we serve.