Technology has become part of nearly every aspect of daily life.
Whether it’s scheduling a doctor’s appointment, paying a bill, ordering groceries, connecting with family, accessing healthcare, or managing finances, navigating the modern world requires digital skills.
For older adults, that reality presents both promise and complexity.
While technology can create new opportunities for connection, convenience, and independence, many older adults still encounter obstacles that can make digital tools feel frustrating, intimidating, or difficult to use.
One of the biggest misconceptions is that the primary challenge is getting older adults to adopt technology in the first place.
Our data suggests otherwise.
To better understand how older adults are using technology today, we analyzed data from a sample set of more than 6,400 resident technology support sessions provided by The Smarter Service across 24 senior living communities in 10 states. The findings challenge some common assumptions and reveal where older adults need support most, how technology is shaping daily life, and what communities can do to help residents stay connected, confident, and independent.
The Challenge Isn’t Technology Access. It’s Technology Confidence.
It’s easy to assume the biggest hurdle is getting older adults to use technology. Our data tells a different story.
Residents are actively using smartphones, tablets, laptops, smart TVs, apps, streaming services, online portals, and digital communication tools every day.
The majority of support interactions aren’t about introducing residents to technology for the first time. They’re about helping them get more value from the technology they already own while building the confidence to adopt new tools as their needs evolve.
When we examined the most common reasons residents sought support, a pattern emerged. The most frequent requests involved troubleshooting, email and communication, app usage, and device setup. Residents often know what they want to accomplish. They simply need guidance, reassurance, and a trusted expert who can help them build their digital literacy and continue learning as technology evolves.
“I have been trying to navigate and use my email for over a decade, and you taught me things no one has been able to before.” — Helen E., Resident
But those individual support requests tell only part of the story. More than half of resident interactions ultimately focused on learning, discovery, and building technology skills. Residents engaged with their dedicated Tech Concierge not only because something wasn’t working, but because they wanted to learn, discover new capabilities, better understand the tools available to them, and become more confident using technology in their daily lives.
That shift is measurable. A separate longitudinal analysis of our resident support data found that as residents continue working with a Tech Concierge, their needs naturally evolve beyond solving immediate technology problems. Learning and discovery become increasingly common, while repair-focused visits become less frequent. The relationship evolves from solving immediate technology challenges to building lasting digital literacy, confidence, and technology adoption.
What Residents Actually Need Help With
Our data reveals that the vast majority of requests were about accomplishing everyday tasks and solving practical problems.
Based on more than 6,000 sessions with detailed insights captured, basic troubleshooting was the most common need, representing nearly half (44.5%) of all categorized resident support interactions.
The most common questions residents brought to Tech Concierges included:
- “Why isn’t this working?” (basic troubleshooting)
- “How do I check my email?” (email and communication tools)
- “How do I get this set up?” (device setup and operation)
- “How do I use this app?” (app usage and management)
- “What does this even do?” (understanding new technology)
What stands out is how practical these requests are.
Residents aren’t avoiding technology. They’re actively using it and looking for help navigating the everyday friction that comes with digital tools.
“I’m so glad you came. I feel like I can actually use these things now without being afraid I’ll mess something up.” — Darlene H., Resident
Smartphones Have Become Essential Infrastructure
When we looked at the devices generating the most support requests, smartphones stood out as the clear leader.
Smartphones represented the largest category of device-related support, accounting for nearly half (49%) of all logged device interactions. iPhones alone represented more than 2,100 support sessions, highlighting the central role mobile technology now plays in older adults’ daily lives.
This shouldn’t come as a surprise.
For many older adults, a smartphone is now the gateway to healthcare portals, banking, transportation, communication, entertainment, and family connections. As more services shift to mobile-first experiences, smartphone literacy is becoming increasingly tied to autonomy.
“It is becoming harder to see, but it is nice knowing you are here to help make my devices more accessible.” — Angela T., Resident
Beyond Troubleshooting: The Everyday Digital Tasks Residents Need Help With
While troubleshooting generated the largest share of support requests, our data shows that resident technology needs extend far beyond fixing broken devices.
Email and communication support was one of the most common needs, accounting for roughly one in five (21%) logged resident requests. Device setup, app usage, understanding new technology, password management, and connectivity issues also ranked among the top support categories.
These aren’t flashy technology challenges. They’re everyday tasks that directly impact a resident’s ability to stay connected to family, manage healthcare, access services, and participate fully in modern life.
What our data also suggests is that troubleshooting is often just the beginning. An initial technology problem frequently becomes the starting point for an ongoing relationship. Once residents have someone they trust, they’re more likely to return with new questions, explore additional features, learn new skills, and continue building digital literacy over time.
“I love your help, but I need to be able to do things on my own. Thanks for being so patient in teaching me.” — Mary A., Resident
In many cases, the opportunity isn’t introducing another technology solution. It’s helping residents confidently adopt, use, and continue benefiting from the technology available to them.
Digital Safety Is Becoming a Growing Support Need
Another trend that emerged from the data was the growing role technology plays in safety and well-being.
While troubleshooting and communication dominated support requests, residents also regularly sought help with digital security. More than 1 in 10 logged resident support needs involved password management, security, or privacy concerns. Even more notable, those requests have nearly tripled as a share of resident technology support sessions since late 2024, underscoring how rapidly digital safety is becoming an essential part of helping older adults navigate today’s digital world.
One resident, for example, clicked what appeared to be a legitimate pop-up warning on her laptop. Within moments, alarming messages and loud audio instructed her to call a support number immediately. Instead, she contacted her Tech Concierge from The Smarter Service. The Concierge identified it as a scam, safely closed the malicious window, confirmed her device was secure, and, just as importantly, showed her how to recognize similar warning signs in the future.
Helping a resident recognize a phishing email, avoid a scam, recover a password, or secure an online account can help protect not only their devices, but also their finances, privacy, and peace of mind. That need is becoming increasingly urgent. According to the FBI’s 2025 Internet Crime Report, adults age 60 and older reported more than $7.7 billion in cybercrime losses, with tech support scams, phishing, and online fraud among the most common threats.
“Thank goodness I didn’t enter any card information — you are a blessing in disguise.” — Barbara L., Resident.
Human Support Still Matters
Perhaps the most important finding wasn’t about technology at all.
It was about people.
Across more than 1,100 hours of one-on-one technology support, it is clear that residents are not just looking for answers. They are looking for a trusted resource who can help them navigate an increasingly digital world.
More than 92% of issues with detailed outcome tracking were resolved during the initial session, with nearly 98% resolved in full once same-visit follow-up was included. Communities also maintained a 100% retention rate for the service.
Those numbers tell us something important.
Residents are far more likely to embrace technology when they know trusted support is available.
Resident feedback reinforces this point:
- “You are like my phone doctor.” – Del B., Resident
- “Thank you again, you improve the quality of my life immeasurably.” – Lisa G., Resident
- “Your service is the best thing that has happened for the residents in a long time.” – Chris E., Resident
The right approach goes beyond solving technology problems. It helps residents feel more connected, capable, and confident.
Looking Ahead
Technology will continue playing a larger role in how older adults live, communicate, access services, and navigate daily life.
Artificial intelligence, smart home technology, remote healthcare, wearables, and connected platforms are creating new opportunities for older adults and the communities that support them.
Senior living communities are investing in these innovations to improve resident experiences, streamline operations, enhance care delivery, and support a more connected way of living.
But our data shows that technology alone isn’t enough.
The greatest value comes when technology is paired with ongoing education, trusted guidance, and human support that helps residents confidently adopt and use it.
That support doesn’t happen through a single training session or one-time interaction.
Many Tech Concierge relationships begin with a simple troubleshooting question. Over time, they evolve into something much more. As trust grows, residents become more comfortable asking questions, learning new skills, exploring new capabilities, and adopting new technologies with confidence.
“So many of us here…our weeks are so much brighter seeing you every week. I book you before I even know what I need help with.” — Sandra W., Resident
This evolution, from solving immediate technology challenges to building long-term digital literacy and confidence, is where lasting impact is created.
When communities invest in helping residents build digital confidence, the benefits extend far beyond the device itself. Residents stay connected, remain more independent, engage more fully with community resources, and realize greater value from the technology investments their communities make.
About the Data
This analysis is based on The Smarter Service’s consolidated resident support dataset from March 2024 through June 2026. The dataset includes 6,439 one-on-one Tech Bar and In-Home resident support sessions across 24 senior living communities in 10 states.
Session data was compiled from service records, visit reports, and post-session Tech Concierge documentation. Detailed insights, including issue categories, device types, and resolution outcomes, are based on sessions where those fields were recorded.
Helping Communities Build Digital Confidence
The Smarter Service partners with senior living communities to support long-term technology adoption through Tech Concierge relationships, educational programming, fraud prevention initiatives, one-on-one support, technology enrichment programs, and ongoing digital literacy training.
If you’re interested in learning how technology support can improve resident satisfaction, strengthen digital confidence, drive community platform adoption, and reduce the burden on staff, we’d love to connect.
Contact us at Info@TheSmarterService.com or visit www.TheSmarterService.com to learn more.
