SUMMARY - Learning to Use Technology for the First Time
Consider the quiet frustration of Arthur, a 72-year-old retired teacher living in a small town in Saskatchewan. He has spent the last three weeks trying to schedule a routine appointment with his family physician through the provincial health portal. The interface requires a two-factor authentication code sent to his smartphone—a device he owns but rarely uses for anything other than voice calls. The screen prompts him to "verify identity," but Arthur is unsure if he is looking at a legitimate government site or a sophisticated phishing attempt.