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Case Study 4: Digital Literacy for Older Adults

Setting:
A public library offers a Digital Literacy Course for adults aged 60 and older. The goal is to help learners become more confident using computers, smartphones, and the internet to stay connected and access services.

Challenge:
Participants had varied experiences with technology—some had never used email, while others had basic smartphone skills. Physical limitations like reduced vision, hearing, or dexterity also impacted learning. Many learners expressed anxiety or frustration about “keeping up.”

UDL Solutions:

  • Multiple Means of Representation:
    The instructor provided step-by-step guides with large print and high-contrast visuals. Lessons were reinforced with verbal instructions, video walkthroughs with captions, and live demonstrations. Learners received laminated visual “cheat sheets” for reference.

  • Multiple Means of Action and Expression:
    Participants could practice using touchscreen tablets, keyboards, or voice commands—whichever worked best for them. Some chose to demonstrate tasks (like sending an email or opening a webpage) in pairs, while others preferred to practice independently with coaching.

  • Multiple Means of Engagement:
    The course was structured around real-life goals: video calling family, managing healthcare appointments online, and safely shopping or banking. Learners could select the order of topics based on their priorities. Frequent breaks, a friendly tone, and positive reinforcement reduced stress and increased persistence.

Result:
Participants reported higher confidence using digital tools and appreciated the course’s relevance and flexibility. Many continued to meet in peer groups after the course ended, supporting each other’s ongoing learning.