User requirements for an ICT‐based system to provide care, support and information access for older people in the community

Purpose This paper seeks to identify the user requirements for an Information and Communication Technology (ICT) based system to deliver care, support and information services to older people in the community. Design/methodology/approach A structured, mixed methods approach incorporating workshops, systematic literature reviews, surveys, and focus groups gathered user needs prior to a prototype being developed. This was then tested with users and their feedback used in further iterations of the product. Findings In total, five main user requirement themes were identified: information access; communication; self‐care; accessibility; and personalisation of services. Practical implications Details are provided of the user requirements for a health and care system to remotely deliver support. Additionally, the value of utilising a range of requirements gathering tools and prototyping is discussed. Originality/value Too often technology systems are developed which do not meet actual need. This paper reports the results of a formal user needs process and discusses the role of user requirements more generally.