Zoom has dominated video communication platforms during COVID-19 for both social and business needs. The pandemic has forced consumers – and particularly elderly consumers – to adopt video communication and other technologies to meet basic needs. More online shopping means more interactions with chatbots that require a better experience.

But what is next? SA’s User Experience Strategies service reviews recent UX Strategies research on trends in communication from the micro level to the macro.

This wide-ranging presentation includes results from:

• focus groups and surveys with elderly consumers on technology usage trends post-COVID,

• reviews of recent research on conversational agents
• evaluations of evolving immersive communication platforms to rival Zoom

• the development of “digital twin cities” to enhance information sharing across urban environments.