Designing for Older Users Without Talking Down
By CodexierPublished 4 min read
Many services in Sweden, from housing associations and healthcare to banking and local shops, have a large share of users over sixty-five. Designing for them is not about big buttons and a patronising tone. It is about removing the friction that everyone feels but younger users tolerate: small grey text, hidden navigation, ambiguous icons, and logins that assume you have your phone in your hand. This guide covers the practical choices.
Type size and contrast
Vision changes with age: contrast sensitivity drops and the eye needs more light. Light grey text on white, thin font weights and text on top of photos are the most common failures. Meeting the WCAG contrast requirements is the floor, not the goal. Let text respect the phone's larger text setting instead of fixing sizes, and check that layouts still work when the user has turned it up, which many older users do. Our guide to designing for WCAG 2.2 covers the formal requirements.
Clear flows with fewer choices
Working memory and patience for trial and error both decline with age, and many older users are more cautious about pressing something they cannot undo. Design flows that do not rely on remembering or guessing.
- One main action per screen, clearly labelled with what will happen.
- A visible step indicator in forms and checkouts: step 2 of 4.
- A summary before confirming anything that costs money or cannot be undone.
- Generous time limits, or none, on sessions and forms.
- Error messages that say what went wrong and how to fix it, next to the field.
- A clear way back that keeps what the user already filled in.
Language and familiar patterns
| Instead of | Use |
|---|---|
| An icon alone, such as a hamburger menu | The icon with the word Menu |
| Submit or Continue | The actual result: Book the time, Send the message |
| English loan words and abbreviations | Plain Swedish that a first-time user understands |
| Swipe-only or hover-only interactions | Visible buttons and links |
| Pop-ups that cover the page | Information in the page flow |
Familiar beats clever. Follow the patterns users already know from their bank, 1177 and the pharmacy.
BankID and login friction
BankID is familiar to most Swedes, but login is still where many older users get stuck. The flow of opening the app on the same device, or scanning a QR code with another device, is confusing when you only use one of them occasionally.
Explain the choice
Say plainly: use BankID on this phone, or on another device by scanning the code. Show both clearly.
Keep users signed in
Where security allows, avoid forcing a new login every visit on a trusted device.
Offer an alternative
Some users do not have Mobile BankID. An emailed login link, a code by SMS or help by phone keeps them included.
Allow a representative
Relatives often help. Where it fits the service, let users give someone access rather than sharing a login.
Testing with older users
Five sessions with real users over sixty-five, in their own homes or on their own phones, will show you more than any audit. Recruit through existing customers, a local pensioners' association or relatives of staff, and pay for their time. Our guide to user testing on a budget explains the method.
- Give a realistic task, such as booking a time or finding opening hours.
- Let them use their own device and settings.
- Watch without helping, and note where they hesitate.
- Ask afterwards what they expected to happen.
When you do not need an outside audit: if your users are mostly young professionals, the WCAG basics and good copy are enough. If older users are a large part of your customers and your conversion or support volume suggests they struggle, our UX audit covers these points; see the pricing page or book a short call.
Frequently asked questions
Should we build a separate simplified version for older users?
No. Separate versions age badly and signal that some users are second class. Improving the main service for readability and clarity helps everyone, including older users.
Is a larger font enough?
No. Contrast, clear labels, fewer choices per screen, forgiving forms and an understandable login matter as much. Large text in a confusing flow is still confusing.
How do we support users without Mobile BankID?
Offer an alternative that is secure enough for your service, such as a one-time code by email or SMS, or phone support that can act on the user's behalf. Explain the options on the login page.
Which age groups should we test with?
Test with the users you actually have. If a large share of your customers are over seventy, include people over seventy; capabilities and habits vary a lot within the older population.
See your service through older users' eyes
Share the flow that matters most, such as booking, login or checkout. In 15 minutes we will point out the biggest barriers for older users.
Book a free 15-minute call