DISCOVER DIGITAL
More than social inclusion
Enabling growth for businesses and creating meaningful employment for the most vulnerable
Digital disadvantage coincides with other forms of social and economic disadvantage, so those that can potentially benefit most from being connected are at greater risk of being left behind.
With digital disruption, there are reduced personal interactions, anonymity, automation, and a data-centric approach. The lack of physical presence, limited non-verbal cues, and the focus on efficiency over personal touch contribute less connection between businesses. The global reach of digital businesses and the emphasis on economic transactions can further disconnect customers.
Certain factors still marginalise some citizens when it comes to digital services. Issues include poorly designed user interfaces that hinder navigation, challenges in communicating through automated systems like chatbots, and a lack of personalised assistance.
1 in 4 people in Australia are still digitally excluded (ADII, 2023). People with low levels of income, education and employment, those living in some regional areas, people aged over 65 and people with a disability are at particular risk of being left behind.
Subpar technology design can inadvertently marginalise individuals limiting their access to employment, services, and economic opportunities.
By embracing diverse customer needs, companies can enhance their reputation, tap into significant economic opportunities, and engage a consumer base that actively participates in online transactions.
See Me Please is developing a two-sided platform to create a more inclusive digital economy not just in Australia but across the globe. The concept is similar to an uber or AirB&B but aims to connect certain citizens considered an ‘edgecase’ with developers, designers and businesses who have any sort of digital footprint.
The platform revolves around connecting two distinct user groups to create mutual value and benefits. On one side, the platform attracts and hires individuals who may face barriers in traditional job markets, such as people with disabilities, the elderly, or non-native English speakers. These individuals bring unique perspectives and experiences to the table.
On the other side, the platform opens up opportunities for developers, designers, product managers, and businesses to gain insights on the effectiveness of their digital experiences.
The two-sided platform fosters collaboration, knowledge exchange, and inclusivity.
Access to technology is a fundamental human right
3.9m Australians are 65 or older
Many digital platforms are designed for users who can hear
3.9m Australians are 65 or older
Older Australians have faced some of the greatest challenges to accessing
services online. App-based services are of particular concern.
4.3m Australians are disabled
Many digital platforms are designed for users who can hear
3.9m Australians are 65 or older
People with disabilities face discrimination and barriers that makes it more challenging for them to access equal opportunities.
Many digital platforms are designed for users who can hear
Many digital platforms are designed for users who can hear
Many digital platforms are designed for users who can hear
Video content, such as online videos, webinars, and social media clips, often lack proper captions or subtitles. Deaf and hard of hearing individuals rely on these textual representations of spoken dialogue to understand the content.
872K Australians do not speak english well or at all
Complex websites can make it challenging for blind users to find the information
Many digital platforms are designed for users who can hear
Translated webpages can be of use when they are easy to locate and the translation is accurate and culturally appropriate.
Many CALD customers report experiencing a 'language firewall'.
Many neurodiverse individuals have heighten sensory sensitivities
Complex websites can make it challenging for blind users to find the information
Complex websites can make it challenging for blind users to find the information
Businesses should consider creating interfaces that are customisable, minimise sensory overload, provide clear navigation, and consider the diverse needs of neurodiverse users.
Complex websites can make it challenging for blind users to find the information
Complex websites can make it challenging for blind users to find the information
Complex websites can make it challenging for blind users to find the information
Many websites and mobile applications lack proper coding practices for screen readers, making it difficult or impossible for blind users to access content and navigate the interface.
Research
Additional Information
Quantitative and qualitative research underway benchmarking the accessiblity of essential digital services for elderly customers, vision impaired customers, non-english speaking customers, hearing impaired customers and neurodiverse across numerous industries.
Banking
- Opening an account
- Checking an account
- Transferring funds
Healthcare
- Accessing medical info
- Appointment booking
- Prescription management
Insurance
- Taking out insurance
- Claims
Education
- Enrolling in a course
- Accessing course content
Transport & Travel
- Checking schedules
- Payment services
Government & Emergency Services
- Accessing emergency alerts
- Navigating services
- Transactions & identity proofing
Essential Services
- Taking out a phone/ internet plan
- paying a bill
