Kiosks for the Elderly and Disabled... Citizens Also Urge 'Change' [Cha Min-young's PostIT]

Increase in Labor Costs Triples Adoption Rate
Information-Vulnerable Groups Complain of Usage Difficulties

Government Mandates Priority Kiosk Implementation in Public Institutions to Ensure Information Accessibility
Collecting Public Opinions and Expert Recommendations

A senior welfare center in Changwon-si, Gyeongnam is operating a 'Digital Divide Reduction Program' for the elderly.

[Asia Economy Reporter Cha Min-young] # 'Digital divide', 'elderly', 'vulnerable groups' When searching with the keyword 'kiosk statistics' on search portal sites such as Google, related search terms like these appear on the screen. The unmanned information terminals commonly referred to as 'kiosks' have improved efficiency within establishments but have also been criticized for excluding information-vulnerable customers such as the elderly and people with disabilities. As the government implements a policy to prioritize purchasing products that guarantee information accessibility within public institutions, citizens are also raising their voices calling for change.

The use of kiosks in South Korea continues to expand, from movie theaters, district offices, and community service centers to fast food and coffee shops, and rest area instant food corners. According to statistics from the Ministry of Agriculture, Food and Rural Affairs, the proportion of domestic dining establishments using kiosks increased threefold from 0.9% in 2018 to 3.1% in 2020. The popularity of kiosks was driven mainly by efforts to reduce costs due to rising labor costs and the demand for contactless services caused by COVID-19.

However, kiosks specialized for efficiency have caused digital exclusion among information-vulnerable groups unfamiliar with IT technology, such as the elderly and people with disabilities. In particular, issues arose with kiosk height, small font sizes, and complicated operation methods. There have been continuous appeals from elderly users unfamiliar with kiosk operation and some middle-aged users in their 50s and 60s experiencing difficulties. Local governments have introduced measures such as self-education to prevent digital exclusion of the elderly, but there have been limitations in sustainability and fairness due to disparities among municipalities such as cities and districts.

The Ministry of Science and ICT, the main government department, began implementing a policy on the 10th to encourage kiosk use tailored to the needs of information-vulnerable groups as part of its digital inclusion policy. The amendment to the Basic Act on Intelligent Informatization passed the National Assembly in December 2019, and after one year and six months, the related enforcement decree passed the Cabinet meeting on the 8th. From now on, when national institutions such as community service centers purchase intelligent information products including kiosks, they must prioritize products that guarantee information accessibility. Minister Lim Hye-sook of the Ministry of Science and ICT said, "The inconvenience of using kiosks is a core task of digital inclusion policy that must be urgently resolved," adding, "We expect the public sector to play a pioneering role through this priority purchasing system and for it to spread to the private sector."

Experts emphasize that IT technology must be considerate. Dr. Kim Hoon, a senior researcher at the Korea Blind Union and a person with severe visual impairment, proposed ideas such as remotely controlling the kiosk screen via smartphone and operating a 'help desk' at an information accessibility conference hosted by the Ministry of Science and ICT. ICT instructor Kim Jae-hyun suggested creating a 'senior mode' on kiosks and supporting auxiliary tools such as voice guidance and touch pens. Jang Ki-yong, team leader at Korea Electronic Finance, a kiosk developer, introduced a 'barrier-free kiosk' equipped with a low-vision screen mode, adjustable height for wheelchair users, and ARS ordering functions for the visually impaired and elderly, and argued that government support is essential for companies to continuously develop and invest in related technologies.

What are the actual reactions of the public? More than 1,200 people participated in a survey to raise awareness of kiosk information accessibility improvements conducted through 'Gwanghwamun 1st Street' since the 14th. Comments include "Kiosks for the elderly are needed," "We must create an environment where people who do not want to use kiosks can still live," "Instructional videos and auditory materials should be prominently displayed on the kiosk main screen," and "Intuitive design is necessary for easy use," reflecting diverse opinions.

The survey to collect public opinions on Gwanghwamun 1st Street will continue until June 30. We hope that various ideas will be submitted so that more proactive administration can be carried out and a more 'user-friendly kiosk' can be born.