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Digital Exclusion | External Barriers | Cognitive Barriers | Neurodivergent Barriers | Accessibility

Digital Exclusion

The House of Lords Communications and Digital Committee's Report on Digital Exclusion highlights significant concerns about the UK's digital landscape. The committee found that digital exclusion is a "serious problem," with basic digital skills projected to become the UK's largest skills gap by 2030. The report emphasizes that the government's aspiration for global digital leadership is undermined by the lack of a credible strategy to address digital exclusion, leaving millions at risk of falling behind as essential services move online. The committee underscores the urgency for government intervention, especially as the cost of living crisis exacerbates challenges for those struggling to afford internet access. Without decisive action, the rapid digitalization of services such as housing, healthcare, banking, and benefits could leave many unable to participate fully in society. In summary, the report calls for a comprehensive and immediate government strategy to bridge the digital divide, ensuring that all citizens can engage with the increasingly digital world.
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Exclusion via Digital

OPC seeks to make its public meetings hybrid and accessible via Zoom.
However, a Hybrid Meeting via Zoom is not very Accessible if you are Digitally Excluded. It is fine is you are just House-Bound. Which can be that the feeling of isolation can change if you have regular phone calls and video chats on your iPad. The OPC seeks to make its public meetings accessible to all, all are welcome. We are non-profit entity so don't have the budgets like AgeUK might have. Knowing the issues that people may face, helps us to be aware of the problem and what reasonable adjustments we can make.
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Real World Example

Man Driving his car gets pulled over by the police for the first time in his life!
"You are Driving Without Insurance!" = 6 points on your license, car empounded, out of pocked by £1,000.
Contacted the insurance company "You did not respond to our email so we cancelled your insurance" without telling you.
But I usually get a Paper Reminder, why did you choose to put me to 'Online Only' when Im not online?
Make sure whatever company you are dealing with has a record of "I AM NOT ONLINE" to force then to keep in contact via paper so you have a paper record and a prompt when something needs renewing.
This companies assume throwing an email over the fence is the abdication of their responsibility, they dont care if its never read or received.

Here are 10 common issues that seniors face with technology:

Lack of Confidence
Many seniors feel unsure about their ability to use technology effectively, often fearing they might "break" something.
Complex Interfaces
Apps, websites, and devices often have cluttered layouts, small text, or too many options, making them overwhelming.
Password Management
Remembering multiple passwords, understanding password security, and using password managers can be difficult.
Fear of Scams and Fraud
Seniors are often targeted by online scams, phishing emails, and fraudulent websites, making them wary of digital platforms.
Rapidly Changing Technology
Frequent updates, new features, and changing user interfaces can create confusion.
Physical Limitations
Poor vision, reduced motor skills, or hearing difficulties can make devices harder to use without accessibility adjustments.
Jargon and Technical Language
Tech terms like "cache," "cookies," or "two-factor authentication/2FA" may be confusing or intimidating.
Poor Internet Connectivity
Some seniors may live in areas with limited internet access or have unreliable Wi-Fi setups.
Digital Communication Barriers
Using social media, messaging apps, or video calls may be confusing, making it harder for seniors to connect with friends and family.
Limited Support Resources
Seniors may struggle to find easy-to-understand guides, tutorials, or patient support when facing tech issues.

Exclusion via External Barriers

Disability Awareness - In person meetings are the best, face to face contact make a real difference. This is not always possible for many people, this can range to:
physical constraints Such as access-needs, accessible parking etc
non-physical constraints Caring responsibilities, agoraphobia, social-anxiety, neurodivergentcy. To this end the OPC seeks to make Zoom access to the Open meeting.

Limited Mobility

Issue:

Difficulty using standard keyboards, mice, or touchscreens due to arthritis, tremors, or paralysis.

Solutions:

Adaptive hardware: Use trackballs, large-button keyboards, or mouth sticks.
Voice control software: Enable tools like Dragon NaturallySpeaking or built-in Voice Access on Android and Voice Control on iOS.

Resources:

AbilityNet, Microsoft Adaptive Accessories
Visual Impairment

Issue:

Difficulty reading text or navigating digital interfaces due to low vision or blindness.

Solutions:

Screen readers: Use VoiceOver (Apple), TalkBack (Android), or JAWS (Windows).
Text enlargement & contrast settings: Adjust fonts and colors in settings for better visibility.

Resources:

RNIB, Hadley
Hearing Impairment

Issue:

Trouble hearing audio prompts, videos, or phone calls.

Solutions:

Subtitles and captions: Turn on closed captioning in video apps.
Hearing aid-compatible devices: Use amplified phones or devices that pair with hearing aids.

Resources:

Hearing Link, Action on Hearing Loss
Cognitive Impact/Decline or Dementia

Issue:

Trouble remembering steps, navigating interfaces, or understanding prompts.

Solutions:

Use simplified devices with minimal options like GrandPad or Jitterbug Smart.
Enable reminders, voice prompts, and location tracking for safety.

Resources:

Alzheimer’s Society – Assistive Tech Guide
Speech Difficulties

Issue:

Inability to use voice assistants or communicate effectively.

Solutions:

Use text-to-speech (TTS) or AAC apps like Proloquo2Go or TextSpeak.
Enable on-screen keyboards and alternative input methods.

Resources:

Tobii Dynavox, NHS AAC support
Technophobia or Anxiety(see above)

Issue:

Fear of trying technology due to unfamiliarity or bad past experiences.

Solutions:

Start with low-stakes activities (photo browsing, music).
Provide patient training, not rushed tutorials.

Resources:

Senior Planet, Digital Unite
Inaccessible Websites and Apps

Issue:

Many digital platforms aren’t built with accessibility in mind.

Solutions:

Use browsers/extensions that improve accessibility (e.g., Google Chrome's Accessibility Extensions, Read Aloud, Color Enhancer).
Choose services committed to WCAG (Web Content Accessibility Guidelines) compliance.

Resources:

W3C Web Accessibility Initiative
Financial Barriers to Accessible Tech

Issue:

Cost of accessible devices or internet may be a barrier.

Solutions:

Seek low-cost or free devices from local charities, libraries, or NHS schemes.
Apply for social tariffs for broadband and mobile plans.

Resources:

Ofcom Social Tariff Guide, Turn2us
Transportation or Isolation

Issue:

Difficulty reaching training sessions or support centers.

Solutions:

Use remote support services that offer phone or video-based training.
Set up remote desktop tools like TeamViewer QuickSupport for caregiver assistance.

Resources:

Re-engage, Age UK tech help
Lack of Tailored Tech Training

Issue:

Generic tech training often doesn’t account for specific disabilities.

Solutions:

Find programs offering disability-specific digital skills training.
Encourage one-on-one instruction with Digital Champions.

Resources:

Digital Champions Network, Cyber-Seniors

Exclusion via Cognitive Barriers

Neurodivergent - neurodivergent conditions (such as autism spectrum disorder, ADHD, dyslexia, sensory processing differences, or Tourette’s) often face with technology, along with targeted solutions and resources tailored to their unique needs:

Neurodivergent

Sensory Overload
Bright lights, loud sounds, screen flickers, and cluttered interfaces can be overwhelming.
Use dark mode, reduce screen brightness, disable animations. Choose minimalist apps and operating system themes.
Difficulty with Executive Function
Trouble planning steps, managing time, or staying organized.
Use task planners like Todoist, Google Tasks, or Time Timer visual timers. Break tasks into checklists and enable reminders with notifications.
Information Overload
Difficulty filtering important vs. irrelevant info on websites/apps.
Use “reader mode” in browsers to declutter content. Install ad blockers or customize dashboards to show only essentials.
Communication Challenges
Seniors with autism or aphasia may struggle with typical social media, calls, or emails.
Use symbol-based or alternative communication tools (AAC apps like Grid 3). Use templated messages or assistive chat software.
Literal Interpretation or Difficulty with Metaphors
Instructions using idioms or abstract language may be confusing.
Use visual step-by-step instructions with plain language. Avoid jargon in apps and written communication.
Trouble with Transitions and Change
App updates, device changes, or new features may cause distress.
Use stable platforms with fewer automatic updates. Prepare with guided transition documents or video walk-throughs.
Difficulty with Reading or Dyslexia
Trouble processing text-heavy content, small fonts, or confusing layouts.
Use text-to-speech readers like NaturalReader or Speechify. Enable dyslexia-friendly fonts (like OpenDyslexic).
Motor or Vocal Tics (e.g., Tourette’s)
Difficulty using voice commands or fine-motor gestures.
Use keyboard shortcuts, gesture-free UIs, or switch access tools. Explore alternative input devices or touchscreen styluses.
Social Fatigue
Long video calls, group chats, or online socializing may be draining.
Use asynchronous communication tools (e.g., text/email over live video). Set time limits and use auto-reply or away messages.
Low Confidence Due to Lifelong Masking or Misdiagnosis
Seniors may feel misunderstood, reluctant to engage, or unaware of support options.
Encourage peer-led tech training and neurodivergent-friendly communities. Offer nonjudgmental environments with flexible learning paces.

Cognitive Barrier

This has an overlap with the above

Memory Loss
Forgetting passwords, steps in processes, or why they started a task.
Use password managers like Bitwarden or NordPass - Windows 11 and many mobiles have facial recognition and Fingerprint replacements to passwords
Set reminders and checklists using apps like Google Keep or Apple Reminders.
Difficulty Learning New Technology
Struggle to retain how to use new devices or apps.
Use simplified devices like GrandPad or Jitterbug Smart. Repeat instruction with step-by-step printed guides using large fonts.
Trouble Concentrating or Processing Information
Memory Loss
Trouble understanding text-heavy apps or expressing needs clearly.
Use symbol-based communication apps like Proloquo2Go. Choose apps with audio instructions and visual cues.
Navigation Confusion
Getting lost in app menus or phone settings.
Use devices with large icons and fixed, home-based navigation (e.g., GrandPad). Pin frequently used apps to the home screen.
Impaired Judgment or Decision-Making
May fall victim to scams or click unsafe links.
Install ad blockers and security filters like Trend Micro Maximum Security. Set up trusted contact oversight for online activity.
Reduced Attention Span
Struggle to follow long instructions or conversations.
Break tasks into bite-sized steps with built-in pauses. Use videos or visual instructions rather than text-only guides.
Inconsistent Tech Use (Forgetting Skills Between Uses)
May learn something one day and forget it the next.
Use routine-based practice (same time/days). Create personal tech handbooks with pictures and step instructions.
Memory LossEmotional Frustration or Tech AnxietyMemory Loss
Feeling discouraged when something doesn’t work or is misunderstood.
Use positive reinforcement, limit screen time, and offer patient, calm coaching. Offer non-judgmental help lines or peer-to-peer tech support.
Reduced Multitasking Ability
Difficulty managing multiple windows, apps, or tabs.
Use single-app view or devices that prevent multitasking confusion. Avoid multitasking in training—one goal per session.