Earlier today, I sat at the breakfast table listening to my senior parents talk about their frustrations with digital portals. They were discussing how filing applications online and making payments through e-wallets had become increasingly tedious. They’re not entirely disconnected from technology—after all, they scroll through social media on their phones and tablets with ease—but when it comes to tasks that require multiple steps, logins, and verifications, digitalization starts to feel more like a burden than a convenience.
Our house help chimed in, sharing how she struggles even with basic e-mail functions. What seemed to be a seamless process for younger generations had become an intimidating, almost alien experience for her.
A few days ago, I witnessed another example of this digital divide. While lining up at a fast-food restaurant that had recently introduced a digital ordering system, I noticed a woman ahead of me taking more than five minutes just to complete her order. She was clearly unfamiliar with the interface, repeatedly going back and forth between menu options, unsure of what to press next. The efficiency that digital ordering was meant to bring was lost, at least for her.
Digitalization Must Be Empathetic
I am a strong advocate of digital transformation, artificial intelligence, and technological progress. I have no doubt that technology enhances efficiency, improves access, and drives innovation. But here’s the issue—if digitalization is not inclusive, it creates a new form of exclusion. For all its benefits, digitalization should not alienate people simply because they were not raised in a digital-first world or because they lack access to the necessary tools and training.
We cannot assume that just because technology is available, everyone will automatically adapt to it. The reality is, there are late adopters—our senior citizens, low-income workers, people in rural areas—who find digital processes overwhelming. And when systems are designed without considering them, they experience more frustration than convenience.
Finding the Balance: A Hybrid Approach
If we are serious about making digitalization work for everyone, we must embrace a hybrid approach. This means ensuring that while we push forward with digital adoption, we also provide alternatives for those who need them. Businesses, government agencies, and service providers must be mindful of accessibility—not just in the technological sense, but in how intuitive and user-friendly these systems are for different segments of society.
Imagine a world where senior citizens don’t have to struggle with filing applications online because a dedicated assistance desk or an easy-to-use guided process is available. Where those unfamiliar with digital payments can still opt for a secure and simple alternative. Where AI-driven chatbots don’t entirely replace human customer service, but instead complement it, ensuring that real people are still available to guide those who need help.
Design Thinking: A Solution to Digital Gaps
This is where Design Thinking comes in. It is a human-centered approach to problem-solving, focusing on understanding the real challenges of users before coming up with solutions. Rather than forcing everyone to adapt to rigid digital systems, we should design systems that adapt to people.
What if businesses and government agencies conducted more user testing with senior citizens and non-tech-savvy individuals before launching new digital systems? What if digital kiosks at restaurants had an option for assisted ordering, ensuring that those who struggle with technology aren’t left fumbling with screens? What if e-wallet providers made onboarding simpler for first-time users with step-by-step guided prompts that felt more like a conversation than a series of complicated instructions?
A Call for Inclusive Innovation
Technology should empower, not exclude. It should make life easier, not more complicated. If we truly believe in the promise of digitalization, we must ensure that it is accessible to all—not just the tech-savvy, not just the young, not just the privileged.
Progress is inevitable, but empathy must be intentional. Digitalization should not mean leaving people behind. It should mean bringing everyone forward—at their own pace, with the right support, and with the understanding that innovation is most powerful when it is inclusive.
Let’s build a digital future that works for everyone.
Ken Lerona is a marketing and branding leader with over 20 years of experience. He conducts talks and workshops for private and government organizations and consults on innovation and reputational risk management. Connect with him on LinkedIn at www.linkedin.com/in/kenlerona.
