The Post-Pandemic Digital Divide
Myths about inclusion and accessibility in digital transformation
The deepening digital divide
Since the beginning of the COVID-19 pandemic, digital transformation has played a vital role in the stabilization and growth of companies amid uncertainty. Stay-at-home mandates and social distancing have made remote work, curbside pick-up, and cashless transactions the new reality.
These practices have continued even as restrictions lift — consumers spanning industries like healthcare, banking, and retail have indicated long-term interest in no-/low-touch activities for both convenience and safety. As a result, many organizations have a renewed commitment to making connected, digital channels the centerpiece of their customer experience strategies.
The digital divide is nothing new. Unequal access to technology has long prevented people from full economic, social, educational, and even political participation. The ongoing pandemic and the resulting acceleration of digital transformation has further exacerbated this gap, threatening to further exclude under-served communities from digital products and services.
As your organization innovates beyond the pandemic, here are a few common myths about inclusion and access that could be holding back your potential reach.
Myth: Everyone has access to technology.
While assumptions about the ubiquity of internet-connected technology and “digital nativism” persist, access to high-speed internet or a personal technology device varies greatly based on age, ethnicity, and socioeconomic background. The FCC estimates that 26% of Americans in rural areas and 26% on tribal lands do not have broadband access.
For many, public spaces such as libraries or Wi-Fi hotspots may be their only source of connectivity, even as access to these spaces is becoming even more difficult due to lockdown regulations. Organizations must consider how device and internet-speed constraints may affect people who are accessing their products and services.
Myth: Everyone is able to use technology.
More than 15% of the global population lives with a disability, and these conditions often require a person to use an assistive device, such as a screen reader, to access a computer. For years, businesses that have delayed accessibility infrastructure and improvements have made themselves liable for lawsuits and compliance issues.
In 2019, the Supreme Court upheld a ruling that declared websites “places of public accommodation” and subject to ADA compliance laws. One study from 2019 found that more than 98% of website home pages contained accessibility violations. If a site is not compatible with screen readers or other assistive devices, it’s not only excluding potential customers from accessing your services, but also in violation of federal laws. As more business shifts to digital channels, the accessibility of platforms becomes even more paramount.
Myth: Everyone trusts technology.
From online ordering to contactless payments and virtual customer service, the shift toward digital channels is only accelerating. Touchless transactions rose 150% during the first US lockdown in March 2020, compared to the same month in 2019, and by August, payment processor Square reported that 7 in 10 sellers were accepting contactless payments. As everyday life is increasingly conducted online, organizations must recognize that not everyone views digital channels (and the brands behind them) as trustworthy.
Underbanked and unbanked individuals who may be dependent on alternative financial services (such as money orders and payday loans) do not have access to traditional online banking services. Financial disparities often affect under-served minorities — only 50% of Black households and 66% of Hispanic households are considered fully banked. For many of these consumers, mistrust of financial institutions can be traced back to the exclusionary policies that blocked communities of color from accessing credit. Without access to traditional banking services, these communities continue to rely on cash transactions, which are becoming far less common as experiences become wholly digital.
Get the white paper
Download “The Post-Pandemic Digital Divide” for a complete look at why digital divide matters for any organization rethinking its digital strategies and building connected customer experiences. This moment is an opportunity for inclusion and access — both in the aftermath of this pandemic and far into the future. Download a copy of the white paper today.
Chelsie Messenger is a senior consultant in Slalom’s Customer Experience practice specializing in service design and inclusive product strategy. Her background in research, writing, and rhetoric has given her a unique, humanity-centric approach to innovation and problem solving. Most importantly, Chelsie believes that we all have a responsibility to build a more diverse and equitable future.
Slalom Customer Insight is created by industry leaders and practitioners from Slalom, a modern consulting firm focused on strategy, technology, and business transformation.
