How Companies Can Help Bridge the Digital Divide Through Design

During the pandemic, I was working on a project to create a digital solution connecting seniors, their loved ones, and caretakers when social distancing was necessary. Looking into existing solutions, I noticed a problem: many older folks needed help accessing and using technology. But it wasn’t just them; even more people were being left behind as technology advanced.

The digital divide is a complex issue encompassing the technical and financial ability to utilize available technology and access (or a lack of access) to the internet. A gap exists between developed and developing countries, urban and rural populations, and young and educated versus older and less educated individuals, among other divisions.

The consequences of the digital divide include isolation, educational barriers, and worsening gender discrimination. The recent pandemic has laid bare the stark differences in digital coverage, affecting students attending school remotely and underserved communities struggling to access essential resources.

How companies can play a role

I believe that by prioritizing design that enhances digital proficiency, companies can effectively decrease the gap between generations, help those with low literacy and digital skill levels, and address safety and security concerns in the digital realm.

Here are three ways that companies can help to bridge the digital divide through design:

1. Design for older users

As technology advances, the gap between generations is often exacerbated by differences in digital proficiency. Seniors may find themselves left behind, feeling that technology is not designed for them. A 2020 study by IBM found that 61% of seniors feel that technology is not designed for them.

Companies can play a role in bridging this gap by creating products and services that are accessible and user-friendly for all ages. Because of physiological and cognitive changes, older adults may need larger text and buttons and increased color contrast in websites and apps. They may also have different usage patterns for technology than younger people. UX and UI designers need to understand these changes to create effective interfaces for older adults.

These intuitive designs can reduce the learning curve for seniors and make it easier for them to access digital tools and services. Some companies also offer specialized assistance to older users, such as dedicated hotlines or online guides.

2. Design for low-literacy and low-digital-skill users

Low literacy and digital skill levels are also significant barriers to digital proficiency. In India, for example, although more than 55 percent of people have broadband access, only 20 percent possess the necessary digital skills to utilize the internet.

While governments and educational institutions are responsible for providing digital literacy training, companies can also play a role by designing products and services accessible to people with low literacy and digital skills. This includes developing intuitive platforms with straightforward navigation and simple instructions, using clear and concise language in content, and avoiding jargon and technical terms.

Designing for accessibility can also lead to more innovative and user-friendly products for everyone. When companies consider the needs of users with low literacy and digital skills, they are forced to think more deeply about the usability and design of their products. This can lead to more intuitive products and easier to use for everyone.

3. Design for safety and security

Finally, the digital landscape is rife with security threats, such as identity theft, data breaches, and online scams. These issues can deter people from using the internet and other digital technologies, particularly those less tech-savvy or who have experienced security incidents. Lack of security can discourage people from joining online communities because it can make them feel unsafe and vulnerable.

Companies can address these concerns by designing secure and user-friendly platforms and implementing security measures such as two-factor authentication, encryption, and regular security audits. Companies can also regulate their platforms, provide clear and concise privacy settings that allow users to control how their data is shared and educate users about online safety best practices.

The digital divide is a complex problem with no easy solutions. However, companies have a role to play in closing the gap. By prioritizing design that enhances digital proficiency, companies can help to create a more inclusive and equitable digital world.

This is not only a social responsibility but also a business opportunity. By reaching a wider audience and building trust with their customers, companies can position themselves for long-term success.