Ageing in a Digitally Connected World: What Lived Experiences Tell Us About Digital Engagement?

Author Information

Srushti Satoskar, Loughborough University, United Kingdom
Emilene Zitkus, Loughborough University, United Kingdom

Abstract

Older adults are disproportionately affected by rapid technological advancements. In the UK, nearly 60% of the 11 million adults lacking essential digital skills are over 65 years old. This digital deficit significantly impacts their ability to access vital online services. The paper draws on written evidence submitted to the UK Parliament's inquiry into the Rights of Older People under “Digital Exclusion”. We analysed submissions from older individuals, local authorities, age-related charities, training providers and experts, identifying key barriers to older adults' digital engagement. These barriers were categorised as either “pre-use” (before engaging with digital services) or “in-use” (during engagement). Our analysis revealed that financial limitations, lack of ability to engage, and the absence of alternative access methods and protective legislation were the most prominent “pre-use” challenges. Also, the pressure to participate online negatively impacts well-being, hindering initial engagement. “In-use” challenges primarily revolved around the need for basic digital skills training and confidence-building, coupled with website and app accessibility issues. While some of these challenges have been documented for nearly three decades, the strong emphasis on the need for alternatives to access services offers a new perspective on how to mitigate the negative effects of digital exclusion. We conclude by presenting the Innovation for Ageing Societies Toolkit that was created considering the pre- and in-use challenges to help designers and developers empathise with them, linking real stories with capability losses and design consequences.

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