IT BUDDY

A tech support chatbot designed for older adults and low digital literacy users

IT Buddy was created for people often left out of digital systems. Older adults. First-time users. Anyone trying to complete a task without clear guidance or support. The goal was to design a tool that helped people move forward without feeling lost or overwhelmed.

In research, participants shared a mix of practical and emotional challenges. Some were afraid they might break something. Others described being rushed through help or feeling embarrassed asking for it. We heard about struggles with remembering steps, understanding jargon, and navigating cluttered interfaces. These patterns shaped the core design: a chatbot that offered clear, step-by-step instructions using plain language, supportive tone, and optional voice interaction. We also learned that how instructions were broken up mattered just as much as what they said. Chunking steps into smaller actions helped reduce overload and gave users space to process at their own pace.

We tested the prototype with users of varying skill levels. It scored an 82 on the System Usability Scale and showed high task completion. But the more useful feedback came from how users described the experience. Many said it felt calm and approachable. They didn’t feel pressured to perform. That’s what made this project meaningful. It reinforced that usability isn’t just about speed or efficiency. It’s also about how people feel when they ask for help.