Table 2 Potential roles of technology in... | Emerald Publishing

Table 2

Potential roles of technology in improving the CX of the healthy aging

CX dimensions	CX inputs and determinants	Role of technology	Examples of technology-enhanced CX
Physical experience	• Language • Physical appearance • Kinesics	• Fail-safing • De-risking	• Intelligent automation and environmental sensors that reduce the speed of escalators to prevent the risk of injury • Prevent physical exhaustion through exoskeletons, service robots and other smart devices
	• Vision • Hearing	• Assisting • Enabling	• Restaurant menus with adjustable font-sizes and contrasts • Screen readers and audio guides help communicate content in easy and clear language • Larger and brighter screens on credit card machines • Apps with appropriate color contrasts to enhance readability • Augmented reality (AR) glasses enhancing visual clarity (e.g. magnifying objects in a person’s environment)
		• Training	• Fitness trackers and smart sports equipment help train muscles
		• Monitoring	• Physical health and fitness trackers (e.g. smart watches and other wearables) • Emergency response systems (e.g. satellite SOS signals)
Cognitive experience	• Utility • Autonomy • Interactivity • Courtesy	• Guiding • Assisting • Assuring	• Smart shopping lists provide cues of information for time-lagged purchase decisions (e.g. at a store) • Smart devices track inventory and alert about or automate re-stocking purchases • Smart home technology intelligently automates repetitive tasks around the home (e.g. setting thermostats when away, or at day and night when at home) • Real-time feedback systems for communication and confirmation from service personnel
	• Literacy	• Educating • Motivating	• AI concierge systems help improve user awareness and proficiency (e.g. healthy eating and financial decisions) • Chatbots educate on topics such as health, finances, diets, workouts and navigation)
		• Personalizing	• Tailoring experiences to consumers’ changing needs (e.g. playback speed for videos and subtitles)
	• Approach/resistance	• Liberating • Protecting	• Fall or crash detection technology gives a sense of security and maintains autonomy in life • Content blockers for removing distracting web contents
Socio-emotional experience	• Enjoyment • Novelty • Empathy • Trust	• Personalizing • Socializing • Belonging • Integrating	• Companion robots (e.g. Paro) provide comfort and companionship through a personalized approach (e.g. remembering names, and adapting responses for emotionally supportive experience) • Hyperlocal social networking service (e.g. for neighborhood communities)
Socio-emotional experience		• Entertaining	• Immersive (viewing) technologies allow users to have novel experiences from the comfort of their homes

CX dimensions	CX inputs and determinants	Role of technology	Examples of technology-enhanced CX
Physical experience	• Language • Physical appearance • Kinesics	• Fail-safing • De-risking	• Intelligent automation and environmental sensors that reduce the speed of escalators to prevent the risk of injury • Prevent physical exhaustion through exoskeletons, service robots and other smart devices
	• Vision • Hearing	• Assisting • Enabling	• Restaurant menus with adjustable font-sizes and contrasts • Screen readers and audio guides help communicate content in easy and clear language • Larger and brighter screens on credit card machines • Apps with appropriate color contrasts to enhance readability • Augmented reality (AR) glasses enhancing visual clarity (e.g. magnifying objects in a person’s environment)
		• Training	• Fitness trackers and smart sports equipment help train muscles
		• Monitoring	• Physical health and fitness trackers (e.g. smart watches and other wearables) • Emergency response systems (e.g. satellite SOS signals)
Cognitive experience	• Utility • Autonomy • Interactivity • Courtesy	• Guiding • Assisting • Assuring	• Smart shopping lists provide cues of information for time-lagged purchase decisions (e.g. at a store) • Smart devices track inventory and alert about or automate re-stocking purchases • Smart home technology intelligently automates repetitive tasks around the home (e.g. setting thermostats when away, or at day and night when at home) • Real-time feedback systems for communication and confirmation from service personnel
	• Literacy	• Educating • Motivating	• AI concierge systems help improve user awareness and proficiency (e.g. healthy eating and financial decisions) • Chatbots educate on topics such as health, finances, diets, workouts and navigation)
		• Personalizing	• Tailoring experiences to consumers’ changing needs (e.g. playback speed for videos and subtitles)
	• Approach/resistance	• Liberating • Protecting	• Fall or crash detection technology gives a sense of security and maintains autonomy in life • Content blockers for removing distracting web contents
Socio-emotional experience	• Enjoyment • Novelty • Empathy • Trust	• Personalizing • Socializing • Belonging • Integrating	• Companion robots (e.g. Paro) provide comfort and companionship through a personalized approach (e.g. remembering names, and adapting responses for emotionally supportive experience) • Hyperlocal social networking service (e.g. for neighborhood communities)
Socio-emotional experience		• Entertaining	• Immersive (viewing) technologies allow users to have novel experiences from the comfort of their homes

Source(s): Table created by the authors