"How to Use Menu and Payment"… Helping Elderly Struggling with Kiosk [New Jobs]

Some Advanced Countries Including Germany Begin Adoption
Digitalization Instead Isolates the Elderly

Editor's NoteWith ultra-aging and ultra-low birth rates, coupled with the advent of the artificial intelligence (AI) era, new changes are occurring in the world of jobs. We introduce the world of new professions, 'New Jobs,' which open paths for new challenges in working life or a second act in life.

The issue of 'digital illiteracy' is worsening. Especially as more stores replace staff with automated ordering systems like kiosks, the sense of alienation among the elderly, who are unfamiliar with electronic devices, seems to be growing.

Amid this, recently some advanced countries such as Germany have introduced so-called 'digital helper' projects that connect the elderly with non-face-to-face devices. These digital helpers assist seniors in operating digital devices that are difficult for them to access and further provide digital service education for the elderly.

If You Can't Use a Kiosk, You're Virtually Socially Isolated

Digital illiteracy is not an issue unique to Korea. There are stories abroad as well of elderly people standing in front of unfamiliar kiosks for a long time and leaving without placing an order. It is also common for essential welfare benefits for seniors to be blocked by digital barriers. While many government service supports have been computerized, seniors are still more accustomed to visiting government offices in person to receive help.

The film 'I, Daniel Blake' highlighted the life of an elderly man unable to access government services due to digital barriers. [Image source=YouTube capture]

Ironically, digital projects promoted to enhance citizen accessibility and convenience have ended up excluding the groups that need help the most. Such cases have been highlighted in social critique films like the masterpiece by director Ken Loach, "I, Daniel Blake," raising awareness.

Meanwhile, some countries have recently launched so-called 'digital helper' projects to assist the elderly in adapting to digital society. Digital helpers are deployed in places where non-face-to-face devices like kiosks are most widely used, such as railways, banks, and shopping districts, to assist elderly consumers with order processing. The Stuttgart city government in Germany officially introduced this last year and plans to evaluate its effectiveness after a one-year project period.

The German government especially recognized the seriousness of elderly digital isolation after experiencing the COVID-19 pandemic. The core goal of the project is to enhance the digital work capabilities of the elderly so they can cope even if they have to rely again on remote digital devices in the event of a large-scale infectious disease outbreak.

Digital helpers are not just assistants standing in front of kiosks. They are also instructors who teach seniors how to use smartphones, kiosks, and government computerized service applications. Since last fall, Germany has established a specialized training course for senior digital educators.

Domestic Elderly Population of 9 Million... Why Digital Helpers Are Needed

Fast food restaurant kiosk
Photo by Yonhap News

In Korea, last year Jeonbuk Special Self-Governing Province operated a 'Senior Digital Helper' project as part of senior social activity support. These helpers are instructors who teach elderly people struggling with smartphone and kiosk usage, and several formal training sessions were reportedly conducted until the end of last year.

Senior digital helpers each took charge of classes with 10 students. The main training content included connecting to Wi-Fi, using smartphones for navigation, using delivery applications, utilizing internet banking, ordering goods through e-commerce platforms like Coupang, and changing KakaoTalk profile pictures. Additionally, kiosk training used actual kiosk products purchased from stores rather than training kiosks as teaching materials.

According to the 2022 Korea Media Panel Survey, the proportion of people able to use internet banking sharply decreases from 58.4% in their 50s to 19.9% in their 60s and only 1.8% in their 70s. Practically, the elderly population aged 65 and over in Korea finds it difficult to access online banking services. As bank branches and ATMs continue to decrease, the elderly's basic financial service access is also limited.

As of the same year, the domestic elderly population aged 65 and over reached 9,004,338. This means that the population needing basic digital education amounts to 9 million. This is why 'senior digital helpers' are bound to emerge as a significant profession in the future.