The Smarter Service’s Tech Guru, Abbie Richie, recently presented at the AFUGN (Association of Future University Graduates Network) conference, hosted at Mirabella at Arizona State University, where she spoke about the growing role of technology support in university-based retirement communities.
Her session, “How Tech Concierge Programs Build Digital Confidence & Facilitate Lifelong Learning in University Retirement Communities,” explored an important challenge facing senior living today: technology adoption.
While older adults are increasingly interested in using technology, many still lack the confidence and support needed to fully participate in digital-first environments.
A View from the Room: Where the Opportunity Lies
Beyond the presentation itself, one theme stood out throughout the conference: the vision for lifelong learning is strong, but the path to scaling it is still evolving.
The room brought together a powerful mix of perspectives:
- Educators and university leaders shaping the vision and curriculum behind the Age-Friendly University movement
- Vendors and program developers building tools to support lifelong learning and intergenerational connection
- Residents themselves, offering firsthand insight into the lived experience of these communities
What was less represented were senior living operators and developers—the groups responsible for implementing and scaling these ideas within communities.
This gap highlights an important reality: while the “why” behind lifelong learning is well established, the “how” of delivering it consistently at scale is still taking shape.
When Technology Becomes a Barrier to Participation
University retirement communities offer unique opportunities for residents, including lifelong learning, intergenerational engagement, and full access to university programs and resources.
But as Abbie explained during the session, participating in these opportunities often requires navigating a digital ecosystem that includes:
- Online course platforms
- Event registration systems
- Mobile apps and community platforms
- Digital communication tools
When residents struggle with these tools, it can unintentionally limit their ability to participate fully in community and university life.
Interest in Technology Isn’t the Problem. Confidence Is.
One of the key takeaways from the presentation was that older adults are not resistant to technology.
In fact, many residents move into communities with multiple devices. What often stands in the way is confidence and support.
Residents frequently need help with everyday challenges such as:
- Forgotten passwords
- Setting up new devices
- Understanding app updates
- Managing email and communication tools
- Recognizing scams and protecting their privacy
- Accessing essential online services
These barriers are consistent across communities, but they are also predictable and solvable. The challenge is not interest. It’s execution, ensuring the right support systems are in place to help residents confidently use the technology available to them.
Bridging Vision and Reality
Throughout the conference, there was clear momentum around the “Longevity Dividend” and the role of lifelong learning in aging. But there remains a disconnect between program design and day-to-day operational reality.
This is where technology support becomes critical.
Without the right support systems in place, even the most well-designed programs can fall short. Bridging that gap requires more than just technology—it requires a human layer that helps residents adopt and use it in meaningful ways.
The Missing Piece: Human-Centered
Abbie’s presentation highlighted the role that technology concierge programs can play in closing the gap between technology and adoption.
Rather than focusing only on troubleshooting devices, successful programs prioritize:
- Human-centered support built on trust and relationships
- Education, not just problem-solving
- Ongoing learning opportunities, not one-time training
- Multiple ways to access help, including in-person, virtual, and classes
This approach helps residents build the skills and confidence needed to use technology independently and participate more fully in community life.
Lessons from Mirabella at ASU
During the session, Abbie also shared insights from The Smarter Service’s work at Mirabella at Arizona State University, where tech concierge services support residents navigating university systems, devices, and digital platforms.
The results highlight how meaningful technology support can be:
- 4.8 out of 5 resident satisfaction
- 400+ resident engagements
- 200+ residents participating in tech classes
Beyond helping residents, tech concierge programs can also save staff time and improve operational efficiency by providing a clear place for residents to go when they need technology help.
Turning Barriers Into Opportunities
A key takeaway from AFUGN is that many of the challenges communities face around technology are not signs of resistance or failure. They are predictable gaps in support.
At the same time, the conference highlighted a broader industry opportunity: the vision for lifelong learning and engagement is well established, but scaling that vision requires stronger alignment between strategy and operations.
When the right support systems are in place, technology becomes a powerful enabler of:
- Lifelong learning
- Social engagement
- Independence
- Safety and communication
As Abbie shared with attendees, when residents receive the right support, technology stops being a barrier and becomes a bridge to participation.
Technology should expand opportunities for residents, not create barriers to participation.
If your university retirement community or senior living organization is looking for ways to help residents confidently navigate today’s digital world, contact The Smarter Service to learn how our tech concierge programs support adoption, engagement, and lifelong learning.
