1.Age range

Under 65

65–74

75–84

85+

2.City / town

3.In the past year, have you ever given up on something online — a form, a booking, an app — because it was too confusing or frustrating?

Yes

No

4.If yes — what was that for? (e.g. a vaccine or doctor's appointment, a government benefit, online banking, a delivery app)

5.When you're stuck on something like that, who do you usually turn to for help? (select all that apply)

A family member

A friend or neighbour

No one — I just give up

Someone else

6.When you need that person, how often are they actually free right away?

Always

Usually

Sometimes

Rarely

7.If you could call a real, trained person any time you got stuck on something like this — not a robot or automated system — would you use that?

Yes, definitely

Maybe

No

8.Would anything worry you about talking to a helper you'd never met before? What would make you feel safe trying it?

9.Optional — leave a phone number or email if you're open to us following up (e.g. to try an early version)