Digital equality doesn’t happen on its own
How can we ensure that an increasingly digital society is accessible to everyone?
More and more everyday services are moving online, but using them with ease is not a given for everyone. Digitalisation should not make accessing essential services more difficult for people with less experience using digital tools.
That is why digital services must be designed with people’s different needs and abilities in mind. Their purpose is not simply to make everyday life easier, but also to support independence, inclusion and equal opportunities for all.
A digital service designed for the majority is not necessarily easy for everyone to use
Efficiency, speed and convenience often take centre stage in digital service development. Yet the diverse needs and abilities of users can easily be overlooked. What feels intuitive to one person may become a barrier to accessing services independently for another.
Suvi Hiltunen from the Centre for Ageing and Technology, run by the Finnish Association for the Welfare of Older People (VALLI), points out that the rapid pace of digitalisation can leave older people feeling excluded from society and its services.
“Digital technology can be seen as something that wasn’t designed for older people,” Suvi explains.
There is no one-size-fits-all approach when it comes to older users. While one person may comfortably manage everyday tasks on a smartphone, another may need more guidance or clearer instructions. The same diversity exists among users of all ages. Which is why digital services should never be designed around the assumption of a single typical user.
“During the design phase of a digital service, it can be difficult to anticipate the practical challenges users may encounter. Involving older users in the design and testing process helps identify areas where digital services need further improvement,” Suvi emphasises.
Ease of use supports independence, while inclusion empowers people to make a difference
Ease of use in digital services is about much more than convenience. Clear instructions, an understandable structure and a logical user experience can determine whether someone can manage everyday tasks independently or needs assistance from others.
In residential communities, this can involve something as simple as reading housing company announcements, booking shared facilities or finding important instructions.
However, digital inclusion goes beyond simply being able to use digital services. Through VALLI’s Digital Panels, older people have the opportunity to explore digital solutions, test their functionality and provide feedback to support their development. One4all’s digital housing solutions have also been tested by the Digital Panels on several occasions.
“According to our surveys, participating in these activities strengthens people’s sense that they still have something valuable to contribute and that their experiences matter. Our panel members have reported a growing sense of digital inclusion as a result of these development sessions,” Suvi says enthusiastically.
According to Suvi, the benefits of participation extend beyond the opportunity to influence service development. The Digital Panels have also increased participants’ interest in digital solutions while helping to reduce fears and preconceptions associated with technology.
“The Digital Panels are seen as community-oriented events where older people get to be at the forefront of digital development,” Suvi explains.
Technology must adapt to people, not the other way around
Feedback from older participants in the collaboration between One4all and VALLI has highlighted the importance of clear guidance, short instructional videos and personalised support when getting started with digital services. A technically functional service alone does not guarantee ease of use for everyone.
According to Mikko Määttä from One4all, the guiding principle behind the company’s development work is to create digital services that are accessible and inclusive for all users.
“When everyday housing services are moved into digital environments, we must ensure that as many people as possible can use them, regardless of their digital skills.”
Achieving this requires observing how different people actually interact with digital services. Ulla Nurmi from One4all has participated in the Digital Panel testing sessions and considers the collaboration highly valuable.
“I think it’s wonderful to see how enthusiastically the Digital Panel members try out new solutions and share their thoughts. The best part of these sessions is that they allow us to see our own work from a completely new perspective. Sometimes even a small observation can make us rethink something in an entirely different way.”
This article is an ai-generated translation of the original article in Finnish.