An older user may want to understand a notice or know what to ask on a call. AI can organise a short passage into a readable form when the meaning is preserved and checked. Ask whether the person prefers text, audio, or paper, rather than making AI use the goal itself. Begin with a familiar, low-consequence task and make the result easy to inspect together.
What to have ready
Before you start
DPO's elderly-friendly design and digital-inclusion resources help identify readable text, clear steps, and support needs. AI is not a universal solution for sensory barriers or a replacement for an official accessible service. Before using voice input, check recording and retention arrangements and avoid speaking identity numbers or sensitive medical and banking information. Keep the original notice available so a simplification can be assessed against it.
What to do, step by step
- Adjust text size, contrast, or audio appropriately and let the user try it. Investigate device features or the official service's access support for a specific requirement.
- Ask for short sentences and three next steps from an anonymous notice, adding no charges, dates, or eligibility. List questions where information is missing.
- Compare with the original, especially required replies, deadlines, and contacts, then invite the person to explain their understanding rather than simply agreeing with the draft.
- Handle consequential decisions through the official channel after the person understands them. Use the authority or digital support for uncertainty instead of allowing AI to submit automatically.
Costs, timing, and things to check
A helper should preserve the person's control and dignity rather than decide to share all their information. Record repeatable steps and avoid introducing too many features at once.
Do not rely solely on AI summaries of health, medicine, benefit, or financial notices. Retain the original and verify specific questions with the responsible organisation.
A practical example
For an activity notice, ask for the stated date, location, reservation requirement, and three questions, leaving absent information blank in no more than five short lines. Check the result, then print it in a readable format if preferred. The person can use it while calling the verified contact themselves, making the assistance a practical aid to independent action.
Start with the person's needs and preserve the original and human review alongside an easier reading version.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.