From the generational digital divide to the technology divide: a qualitative proposal

Abstract

Purpose: To explore the technological barriers that interfere with online transactions (e-commerce and administrative procedures). The aim is to understand how technology affects the generational digital divide. Methodology: A two-phase exploratory study is applied to a sample of four websites: three e-commerce sites and one public administration site. The four have been selected based on their frequency of use and because each type constitutes a key area: the first linked to consumption and everyday life, and the second to the management of public procedures, which are increasingly carried out exclusively online. In the first phase, accessibility, navigability and usability are evaluated using an ad hoc instrument. In the second phase, the user experience of 24 older adults is observed. Results: The efficiency of the websites and the user experience varies according to their sociodemographic profile and context of use. However, common limitations in the technological field are also identified: inefficient search engines, information overload, excessive pop-ups, lack of adaptive design, etc. Conclusions: Compliance with standards and a focus on the user population will attract more visitors and also promote inclusion. In particular, public administration websites should be reviewed for the benefit of citizens. Collateral information: The main contribution lies in identifying limiting factors in the use, common in key profiles, confirming the technological dimension as a factor in digital exclusion. The optimisation of digital platforms is proposed as a strategic line of action.