Empathy Mapping for Inclusive Design
A Qualitative Exploration of Older Adults’ Experiences With Self-Order Kiosks in Restaurant Settings
Bibliographic Data
| ID | 22006495 |
|---|---|
| Authors | Kin Meng Cheng (0000-0002-9111-3988, Universiti Tunku Abdul Rahman), Ah-Choo Koo (0000-0002-1706-1796, Multimedia University), Siew Chein Teo (0000-0002-5707-644X, Multimedia University, corresponding author) |
| Year | 2026 |
| Volume | 16 |
| Issue | 2 |
| Publication date | 2026-04-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | SAGE Open (JOURNAL) |
| Journal identifiers | ISSN: 2158-2440 • E-ISSN: 2158-2440 |
| Publisher | SAGE Publications (PUBLISHER • US) |
| DOI | 10.1177/21582440261445622 |
| OpenAlex | W7155867062 |
| Language | EN |
| References cited | 32 |
Self-order kiosks (SOKs) are increasingly common in restaurants, yet many older adults experience them as frustrating rather than convenient because designs are not aligned with age-related needs. Prior research has largely centred on usability problems, while older users’ emotional and cognitive challenges have received less attention. To provide a fuller account of challenges and coping responses, this study combined empathy mapping with thematic analysis to capture what participants said, thought, felt, and did during interaction. We conducted a qualitative case study in Malaysian restaurants, integrating kiosk observation with focus-group discussions. Thirty older adults participated across eight focus groups. Full-sample familiarisation was completed for all cases, followed by a mechanism-focused analysis of a purposive subsample of 15 cases. Three themes emerged: (a) anxiety and queue pressure (Hear × Feel) shaping avoidance and help-seeking; (b) affordance clarity and legibility (See → Do) reducing unnecessary load and error loops; and (c) payment complexity moderated by facilitating conditions (intrinsic load × support) differentiating bail-outs from recovery. Multi-step payments increased intrinsic load and raised bail-outs to the counter, while text and visual clutter elevated extraneous load, contributing to mis-taps and restart loops. Recovery was more likely when help affordances were visible or staff were nearby. We provide a theory-driven conceptual mapping linking cognitive load mechanisms and STAM/UTAUT determinants to empathy-map quadrants, where quadrant interaction patterns (for example, Hear × Feel under queue pressure) explain avoidance and help-seeking. Findings are bounded to Malay/English SOK flows and Malaysian restaurant contexts, with strongest transferability to comparable self-service technologies
Active listening · Affordance · Cognition · Empathy · Focus group · Photo elicitation · Qualitative research · Thematic analysis · Usability · Color perception and design · Innovative Human-Technology Interaction · Persona Design and Applications
| Highly cited | No |
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