consumers & elders sunny consolvo intel research seattle & uw ischool technology &...

Consumers & Elders

Sunny ConsolvoIntel Research Seattle & UW iSchool

Technology & SocietyNovember 17, 2005

Nov 17, 2005 Intel Research Seattle 2

What do you think?

S1: Consumers have lost all control over how personal information is collected and used by companies

Strongly

Agree

Somewhat

Agree

Somewhat

Disagree

Strongly

Disagree


What do you think?

Strongly

Agree

Somewhat

Agree

Somewhat

Disagree

Strongly

Disagree

S2: Most businesses handle the personal information they collect about consumers in a proper and confidential way


What do you think?

Strongly

Agree

Somewhat

Agree

Somewhat

Disagree

Strongly

Disagree

S3: Existing laws and organizational practices provide a reasonable level of protection for consumer privacy today


Scoring your responses

S1 response:

S2 response:

S3 response:

Strongly

Agree

Somewhat

Agree

Somewhat

Disagree

Strongly

Disagree

Strongly

Agree

Somewhat

Agree

Somewhat

Disagree

Strongly

Disagree

Strongly

Agree

Somewhat

Agree

Somewhat

Disagree

Strongly

Disagree


Who has 0 points?

Thanks to Privacy & American Business for allowing us to use the Westin/Harris Privacy Segmentation Model

You are: Privacy Unconcerned When it comes to consumer privacy, you…

have “little to no concern about consumer privacy issues.”



Who has 1-2 points?

You are a: Privacy Pragmatist When it comes to consumer privacy, you…

“ask what benefits [you] get as consumers in sharing [your] personal information to balance against risks to [your] privacy interests, and [you] usually favor a mixture of government and private solutions.”


Who has 3 points?


You are a: Privacy Fundamentalist When it comes to consumer privacy, you…

have “very high privacy concern” and are “passionate about what [you see] as business threats to [your] consumer privacy, and [favor] active government regulation of business and information practices”


How many of you use a retail store loyalty card(s)?

Who uses a loyalty card and is a fundamentalist?


Selling their Secrets: A Look at Privacy Fundamentalists

Collaborators:

Jennifer Rode (UC Irvine)

David McDonald (UW)

Christine Riley (Intel Research)


The idea…

Can tools like the Westin/Harris Privacy Segmentation Model help us design privacy-observant technologies?


Our study

95 participants from Seattle area 46 male / 49 female Ages: 18-55 Mix of: marital & employment statuses,

education & income levels, religions Most: middle-class Christian Caucasians

with Bachelor’s degrees


Methodology

(11) one-hour sessions of 6-11 participants each at our lab in Aug 2004

3 questionnaires: 6-factor personality questionnaire (6FPQ) Demographics & technical experience Loyalty cards, cell phones, & privacy

Westin/Harris Privacy Seg. Model

Compensation: $50 gift card


Our hypothesis…

Participants’ privacy classifications would help predict their behavior with potentially invasive technologies such as store loyalty cards i.e., fundamentalists wouldn’t use loyalty cards or

would create schemes to protect their privacy (e.g., swapping cards, fake data, etc.)


Participants’ Classifications (compared to U.S.)

P&AB ’00 (N=1011)

P&AB ’01 (N=1529)

P&AB ’02 (N=2924)

P&AB ’03 (N=3462)

This study ‘04

(N=95)

Fundamentalists 25% 34% 37% 36% 44.2%

Pragmatists 63% 58% 54% 53% 44.2%

Unconcerned 12% 8% 8% 11% 11.6%


Some results

No meaningful differences in patterns of personality profiles observed across classifications

No major demographic differences


Store Loyalty Cards

97% (N=95) reported having a store loyalty card

Type of “most commonly used card” for most: grocery (90 of 92)

95% (N=92) reported using their “most commonly used card” at every visit


Just the fundamentalists

95% of fundamentalists (N=42) used a store loyalty card

Type of most commonly used card for all 40: grocery

90% (N=40) used it at every visit

Privacy-protecting schemes were seldom employed


A few schemers…

While not statistically significant… (4) individuals gave a fake name (3) did not use the card at every visit:

(1) used it only when purchasing with a credit card

(2) used it only when purchasing items that required the card for a discount

All (7) schemers were fundamentalists


What does this mean?

Fundamentalists’ behaviors conflicted with their attitudes

Why? Perhaps fundamentalists…

do not understand the privacy risks of using loyalty cards distrust businesses in general but trust their grocery store value financial savings over consumer privacy and many other explanations…

Bottom line: we need to know more


Switching Gears…


The CareNet Display

Collaborators:

Peter Roessler (UC Berkeley)

Brett E. Shelton (UW)


Meet Rita…

Rita was one of the elders in our study She is…

83 years old Lives alone Conditions:

Mild dementia Type 2 Diabetes (takes insulin)


Rita’s Care Network

Drastic life changer:daughter Hannah

Significant contributor:son Simon

Significant contributor:son Zack

Neighbor

Daughter-in-law

Part-time professional caregiver

Son

Hannah’s boyfriend

Daughter-in-law


The focus of our work

Improve the quality of life for ALL care network members, including the elder

Help members coordinate care activities Ensure elder gets care she needs Give time back to overburdened members


The CareNet Display

Interactive digital picture frame

Augments photo of elder with updates

Goal: help local care network members provide day-to-day care


Target users

Local care network members Provide elder’s day-to-day care Most are 40-65 years of age Family, friends, and neighbors of the elder Comfort & experience with technology vary

quite a bit


Medications Meals

Outings

Activities

MoodCalendar

Fall Alert & History


Get an overall picturefrom the main screen

Dig for details by touchingan event’s icon


See the trend for the pastseveral days


Control for elders: Who sees what

Different updates for different users


Control for elders: Not sharing an update

If this morning’s breakfast =


Control for elders: Not sharing an update

Then breakfast update =


Study: Participants

4 care networks in the Seattle area: 4 elders, three female (aged 80-91)

2 had mild dementia, but were reasonably independent

9 network members, five female (aged 51-65)

i.e., 2-3 network members per elder who were not living with the elder or each other


Methodology

September – December 2003 In home Wizard of Oz deployments

Duration: 3 weeks/network Semi-structured interviews before & after

deployments No special instructions on:

how or when to use it where to place it


Wizard of Oz-Style Updates


CareNet Display Prototype

Touch-screen tablet PC in a custom built beech wood frame

UI on a web-browser (not obvious)

Wireless GPRS card for always-on Internet access


Where they kept it

In often used, common areas of the home: kitchen, home office, family / TV room, dining room

Not kept in personal places like the bedroom or bathroom


Interaction

Drastic Life Changers reported… checking frequently through casual glancing only dug for details occasionally

Significant Contributors & Peripherally Involved Members reported… casually glanced for “red” icons in passing interacted with the display as often as 10x/day

novelty effect?


Drastic Life Changers: More “Me time”

The CareNet Display did many of their “information dissemination” tasks

More relaxed because they knew that others had the same information they did—less of a burden than knowing alone


Drastic Life Changers: “Meaningful” conversations

Got information they needed without having to ask “demeaning” questions, e.g., Did you take your meds today, Mom? What did you have for breakfast?

Spent the saved time discussing “more meaningful” things with the elders, e.g., the grandkids


Significant Contributors:New appreciation for others

Increased awareness of how much others contribute to the elder’s care e.g., Simon and Zack mentioned that

Hannah did a lot more than they realized

Many significant contributors originally thought that they and the drastic life changer contributed equally


Peripherally Involved: Facilitated communication

Many of these members have difficulty starting conversations with elders

Knowing what the elder did gave them something to talk about, e.g., How was the senior center today?

The frequency of their communications increased They also got excited about being more involved


Elders: Improved Care

Regular, structured reports & access to previous updates helped members diagnose problems e.g., Rita’s lack of food variety


Elders: Not as open anymore

Pre-deployment: very open sharing all 7 types of information with local members Only expressed concern with distant members

Post-deployment: no change with drastic life changers & significant contributors, but want restrictions for some peripherally involved e.g., alcoholic grandson or forgetful neighbor


Elders: Experience with Study

Really liked talking with Peter and the other researchers so often Potential “premium” service instead of / in addition

to sensor solution? Did not want a display of themselves

Same in pre- and post-deployment interviews


Challenges: When the display stopped being ambient

The glowing screen disturbed participants who… could see the glow from their

bedrooms at night were trying to watch movies in a

dark room

Imagine trying to watch a movie or go to sleep with that thing in your periphery


Challenges: Sensor data with a “human touch”

Participants are afraid sensor data will be too impersonal How can we provide this “human touch” without adding to the

responsibilities of already overburdened network members?


I would like to thank… Privacy & American Business Morgan Ames Anthony LaMarca Jeff Towle Lenny Lim Jimmi Montgomery Gaetano Borriello James Landay Carol Johnston Asuman Kiyak Linda Reeder Sandy Sabersky Karen Sisson Cherie Fenner Ken Smith

Jay Lundell Brad Needham Margie Morris Eric Dishman Batya Friedman Bill Schilit Sara Bly Ken Fishkin Scott Mainwaring Paul Dourish Ian Smith Nicky Kern Scott Saponas Kishore Sundara-Rajan and others…


More info at…

CASPIAN– Consumers Against Supermarket Privacy Invasion & Numbering : www.nocards.org

Eldercare project website & publications:

http://seattleweb.intel-research.net/projects/cscc/ S. Consolvo, P. Roessler, & B.E. Shelton, "The CareNet Display:

Lessons Learned from an In Home Evaluation of an Ambient Display," Proceedings of the 6th Int'l Conference on Ubiquitous Computing: UbiComp '04 (Sep 2004), pp.1-17.

S. Consolvo, P. Roessler, B.E. Shelton, A. LaMarca, B. Schilit, & S. Bly, "Technology for Care Networks of Elders," IEEE Pervasive Computing Mobile and Ubiquitous Systems: Successful Aging, Vol. 3, No. 2, (Apr-Jun 2004), pp.22-29.


Thanks!

Contact me at: [email protected] [email protected]

consumers & elders sunny consolvo intel research seattle & uw ischool technology &...

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