GetSetUp Basics: Building Confident Digital Activation Through Supportive Onboarding
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At GetSetUp, we believe that opportunities for growth should be available to everyone at every age and every stage of life. Digital tools are an essential gateway to connection, learning, and independence, but many older adults still face barriers when it comes to getting online and staying confident once they’re there.
For example, 34.8% of respondents in a recent GetSetUp health survey reported they have never used their health plan’s portal or app, and 4.5% didn’t even know one existed.
And across our broader research, 70% of those surveyed said they feel only somewhat confident, or not confident at all, understanding their health plan benefits, a key driver of digital engagement.
That’s why we’ve built a thoughtful, human-centered onboarding experience designed to meet older adults exactly where they are and guide them - step by step - toward meaningful digital activation. Our approach blends patience, encouragement, and practical support so that every learner feels welcomed, capable, and ready to explore.
In partnership with organizations that care deeply about healthy aging, we help turn everyday moments of uncertainty: forgotten passwords, confusing emails, unfamiliar login screens into chances for empowerment and growth. And the outcome is clear: 56% of those surveyed reported feeling more confident using technology after engaging with GetSetUp, and 80% said GetSetUp helps them live independently longer.
A Clear Path From Outreach to Confidence
Digital activation isn’t one moment. It’s a journey. GetSetUp provides a full continuum of support that spans every step an older adult may take when engaging with new technology or accessing digital benefits.
1. Friendly, Accessible Outreach
It all begins with connection. Through emails, calls, partner communications, and community events, we welcome older adults into an environment where learning feels safe, warm, and inviting.
This matters, because our research finds that 47% of respondents would have no learning resource for aging, health, or digital skills without GetSetUp making accessible outreach essential.
Our goal: help them see that they’re not alone and that support is always available.
2. Guided Account Setup
Once interest is sparked, we walk each learner through creating their GetSetUp account.
We offer clear, jargon-free instructions and live help whenever needed. Every step is paced thoughtfully so learners can move comfortably without feeling rushed.
This approach aligns with what older adults want, because over half of respondents said they would take a GetSetUp class specifically to learn how to use their plan’s website or app.
3. Password Help & Retrieval
Forgotten passwords can stop someone in their tracks.
We remove the friction by providing easy-to-follow retrieval steps and encouraging reassurance. If learners need additional help, our team is just a phone call or chat away.
This small act makes a major difference, because 41.3% of respondents say they visit their health plan’s website only once or twice, often due to password fatigue or login confusion.
4. Two-Factor Authentication Support
Double authentication increases security but can be confusing.
Our Guides patiently explain what it is, why it matters, and exactly how to complete each step.
We celebrate the win with them when they get through it, because every small success builds confidence.
And confidence is crucial: in our 2025 Active Aging Report, 90% of respondents rated GetSetUp easy to use and 86% said the platform felt safe and secure, demonstrating the importance of early trust-building.
5. Logging In & Navigational Coaching
From the login page to the homepage to discovering classes, we offer step-by-step guidance so learners feel in control.
We help them practice the process until it feels easy, natural, and repeatable, an important step, because 34.8% of respondents reported never using their plan’s portal, often due to navigation uncertainty.
6. Benefits Discovery & Activation
Many of our partners offer access to GetSetUp through health plans, community programs, or statewide initiatives.
We help older adults understand:
- What benefits they have
- How to activate them
- How to use those benefits to improve their health, well-being, and connectedness
This is needed because 60.9% of respondents want help using their wellness or extra benefits, and 54.7% want clearer explanations of their coverage and benefits.
When a learner understands the value available to them, participation grows and so does their sense of purpose.
7. Ongoing Support—Every Step of the Way
Questions rarely stop after someone logs in for the first time. That’s why we continue providing:
- Live chat support
- Email and call-back options
- Step-by-step videos
- Guide-led help sessions
We’re here whenever a learner needs reassurance, a refresher, or simply a friendly voice.
This long-term support pays off 35% of respondents said they feel less lonely since joining GetSetUp, and 50% reported increasing their physical activity through our health and wellness programming.
Why This Matters: Onboarding as the Foundation for Lifelong Digital Engagement
Digital activation is not just about learning how to use technology - it’s about opening doors.
When older adults feel supported and capable, they experience:
- More confidence navigating online services
- Better access to health and well-being resources
- Increased social connection
- Greater independence
- A renewed sense of curiosity and purpose
And the impact is measurable. GetSetUp’s pre- and post-class analysis found an average confidence improvement of +1.07 points, with the largest gains in technology and Medicare understanding.
By partnering with organizations across healthcare, government, and community sectors, we create pathways that help older adults not just adopt technology, but thrive with it.
Partnering to Build Confident, Connected Communities
Our onboarding process is designed to be collaborative. We work closely with partners to ensure learners receive consistent, trusted support from first contact to full activation. With every success, we reinforce our shared mission: helping people grow mentally, physically, and socially through meaningful learning experiences.
At GetSetUp, we’re not just helping people log in.
We’re helping them open doors—
to joy, connection, confidence, and fulfillment.
Bring GetSetUp to your organization
We partner with Medicare Advantage plans, dual eligible plans, healthcare providers, Departments of Health & Human Services, Government aging services and more.
