1. User requirement analysis for a railway ticketing portal for “older users” International Cross-Disciplinary Conference on Web Accessibility Leitner I Subasi I Höller I Geven I Tscheligi April 2009

10. Results of interviews (2/3) Information relevant for buying (online) Tickets

11. Results of interviews (3/3) Why people buy tickets at the counter

15. Sample Results of Online Questionnaire (1/2) Figure 3: Why people buy rail tickets online (1 = totally agree; 5 = totally disagree)

16. Sample Results of Online Questionnaire (2/2) Figure 3: Why people DO NOT buy rail tickets online (1 = totally agree; 5 = totally disagree) 1 2 3 4 5 because buying online is complex/tricky/uncomfortable because I like buying at the counter more because online payment is complex because of privacy reasons (stay anonymous) <59 60+

19. Final Conclusions Identified issues WCAG 2.0 Addition Organization of information is complicated 3.1 Readable and 3.2 Predictable Investigate further on older peoples reading habits and cognitive problem solving processes Older Users tend to not report problems 3.3 Input Assistance (context aware) Add context aware output assistance for problem reporting in the time the user faces a problem

20. Final Conclusions Identified issues WCAG 2.0 Addition End-decision making in online processes is uncomfortable, especially in online purchase systems 3.3.4 Error Prevention 2.4 Navigable Support users awareness on critical information and sequence changes and make feedback recognizable to the older user Names of navigation elements are not clear 3.1 Readable and 2.4 Navigable Set older user specific requirements for linking and naming including link number, link size, language, etc.

21. Final Conclusions Identified issues WCAG 2.0 Addition Tailored information/ advertisement is not perceived as promotion but as contextual and useful information Define and standardize the placement of tailored information with rules on the page in relation with its relevance Older users are explorers and often expect to get a wider range of information on websites Investigate older users purposes to use your site (e.g. purchase tickets in contrast to purely information purpose) and provide a tailored information pool if necessary

22. Final Conclusions Identified issues WCAG 2.0 Addition Older adults want to take real feedback like “a guide that indicates what to do next”. 3.3 Input Assistance Set rules for the language and placement of assistance in an understandable way. Older users do not have problems with interaction as long as they can control interaction.