Citation

Cheng, Kin Meng and Koo, Ah Choo and Teo, Siew Chein (2026) Empathy Mapping for Inclusive Design: A Qualitative Exploration of Older Adults’ Experiences With Self-Order Kiosks in Restaurant Settings. Sage Open, 16 (2). ISSN 2158-2440

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Abstract

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.

Item Type:	Article
Uncontrolled Keywords:	empathy mapping, thematic analysis, usability, older adults, self-order kiosks (SOKs)
Subjects:	H Social Sciences > HQ The family. Marriage. Woman > HQ503-1064 The family. Marriage. Home > HQ799.95-799.97 Adulthood
Divisions:	Faculty of Creative Multimedia (FCM)
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	05 Jun 2026 04:19
Last Modified:	05 Jun 2026 04:19
URII:	http://shdl.mmu.edu.my/id/eprint/16010

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