Accessible Tech Guide
Translating IT documentation into low-anxiety, confidence-building instructions
Challenge
The organization launched a laptop lending program to help older adults access online services and stay connected. Many users faced barriers including limited technical experience, low confidence, and lack of in-person support.
The challenge was to translate complex IT documentation into a self-guided resource that users could follow independently and with confidence.
Solution
The guide uses a visual, step-by-step structure that reduces cognitive load and supports independent use:
Clear typographic hierarchy for easy scanning
Intuitive iconography to reinforce actions
Generous spacing and a calm visual tone to reduce anxiety around technology
These elements reframed the instructions from technical documentation into an approachable learning tool.
Results
Enabled users to operate loaned devices confidently and independently
Reduced support requests to staff for basic technical assistance
Supported continued access to essential online services for an underserved audience
