Adopting a customer journey to elderly: A comprehensive guide

Key takeaways:

  • Understanding the unique needs and preferences of elderly customers is essential for businesses.
  • Age-related changes influence how the elderly interact with products and services.
  • Key considerations in the elderly customer journey include information access, language clarity, accessibility, and technology adoption.
  • Strategies for success involve personalized communication, simplified purchase processes, ongoing support, and fostering a sense of community.
  • Businesses can benefit from conducting customer research, partnering with senior organizations, training employees, utilizing technology thoughtfully, and adapting strategies based on feedback.

The elderly population is growing rapidly worldwide, and it’s crucial for companies to understand their needs and preferences to create positive customer experiences. By adopting a customer journey approach specifically tailored for elderly customers, businesses can ensure that their products, services, and interactions are accessible, user-friendly, and ultimately satisfying to the often overlooked, but strong customer segment.

Age-related changes, such as diminished sensory perception, cognitive decline, mobility issues, and varied technological savviness, profoundly influence how the elderly interact with products and services.

The elderly customer journey is unique and requires a different approach than the traditional customer journey. Here are some key considerations:

1. Awareness and discovery

Information access: Many older adults rely on traditional channels like print media, word-of-mouth, and television for information. Utilizing these channels alongside digital marketing strategies ensures a broader reach.

Language: To ensure clarity, avoid jargon in your marketing materials and use plain and easy-to-understand language instead. If you offer various types or levels of service, make sure to clearly distinguish them and explain what each offers.

Accessibility concerns: Websites and marketing materials should be accessible to users with visual impairments, hearing impairments, and motor limitations. Large fonts, high-contrast colors, and clear navigation are essential.

Limited technology adoption: While technology adoption among the elderly is increasing, many individuals still prefer face-to-face interactions and avoid complex technologies. Offering alternative communication channels and providing support for technology adoption can significantly expand your appeal.

2. Consideration and evaluation

Decision-making process: The elderly often take longer to make purchasing decisions and require more information to feel confident. Providing detailed product descriptions, testimonials, and clear comparisons is essential.

Physical limitations: Consider the physical limitations of older adults when designing physical spaces and online interfaces. Offer accessible parking, seating areas, and clear signage. If you have a physical location, make it clear: the elderly feel more secure ordering from and dealing with businesses that have a physical presence nearby.

Customer service interactions: Train customer service representatives to be patient, empathetic, and understanding of the needs of older adults. Provide clear instructions, speak slowly and clearly, offer assistance when needed, and accommodate slower decision-making processes some seniors might have.

3. Purchase and onboarding

Multiple payment options: Offer a variety of payment options, including cash, credit cards, and online payments, to cater to the preferences of older adults.

Simplified purchase process: Minimize the number of steps required to make a purchase, both online and offline. Offer clear instructions and avoid complex forms and procedures.

Post-purchase support: Provide ongoing support and guidance to ensure older adults are comfortable using their new products or services. Offer tutorials, FAQs, and customer service channels easily accessible to them. Have support available by phone – many older people can’t search online and find the answers they need, even if they are seemingly easily accessible.

4. Retention and advocacy

Building relationships: Develop long-term relationships with elderly customers by offering personalized communication, loyalty programs, and exclusive benefits.

Feedback mechanisms: Encourage feedback through surveys, suggestion boxes, and dedicated customer service channels. Feedback helps businesses identify areas for improvement and ensures ongoing customer satisfaction.

Social engagement: Foster a sense of community and belonging by hosting events, workshops, and online forums specifically for older adults. This creates a positive association with the brand and encourages word-of-mouth recommendations.

Strategies for success

Here are some additional strategies businesses can implement to adopt a customer journey for the elderly:

Conduct customer research: Understand the specific needs and preferences of your elderly target audience.

Partner with senior organizations: Collaborate with organizations that cater to the elderly to reach a wider audience and gain insights into their needs.

Train employees: Train all employees on how to interact with elderly customers effectively.

Utilize technology thoughtfully: Leverage technology to improve accessibility and user experience but avoid excluding those with limited technology adoption.

Monitor and adapt: Monitor the customer journey regularly and adapt strategies based on feedback and changing needs.


Adopting a customer journey for the elderly is not just about good business practice; it’s about creating a more accessible marketplace that caters to the needs of all customers. By understanding the unique challenges and preferences of older adults, businesses can develop strategies that ensure they feel valued, respected, and empowered to make informed purchasing decisions. By prioritizing accessibility, providing high-quality customer service, and building strong relationships, businesses can effectively tap into a growing market and foster long-term success. Seniors also have significant purchasing power and tend to stick to their choices, which makes them ideal customers in the long-term.

Do you want to create an interactive and easy-to-use customer journey map with powerful touchpoints, personas, automatic KPI import & monitoring, and much more?

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