Making a decision to purchase
At this stage of the consumer journey, a distinct difference between the three younger older participant groups in this study was found. Prospective consumers (those who had not used or purchased eALT at all yet) were more likely to ‘struggle on’ with day to day tasks without seeking help, and therefore would not necessarily reach the stage of making a decision to purchase.
When the consumer was also the user of the product (in comparison to a consumer who may be purchasing on behalf of a family member), aesthetics and how the product or service fits within their lifestyle was an important influence upon their decision to make a purchase or not. Benefits and product and service features that could ‘excite or delight’ the consumer were seen to be important at this stage. Participants spoke of products which were once seen as stigmatising (such as glasses and wet-rooms) but are now aspirational and stylish because of the way in which they have been marketed, and suggested that perhaps this could happen for eALT too. Industry participants were keen to quote examples of where the eALT industry had responded to feedback regarding poor design and stigma, however this did not allay the consumer participants' criticisms regarding design—it was felt that there was still some way to go find eALT that would excite or delight the younger older consumer, and that this part of the market was sadly lacking unless the smart homes or luxury markets were considered. Figure 3 demonstrates a collage produced by some of the participants, which depicts the positive and luxury messages they felt could be used to sell eALT in a nonstigmatising manner.