Elderly struggle with kiosks, prompting digital inclusion programs in South Korea

Many elderly people in South Korea struggle with the increasing prevalence of self-service kiosks, often feeling excluded and frustrated by technology they find difficult to navigate. This digital divide is becoming a significant social issue, impacting their ability to perform simple daily tasks.

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I can't even order food myself.

One elderly man, Professor Jeong Il-yeong, shared his experience of being unable to order coffee at a highway rest stop due to a kiosk. He recounted how three middle-aged women also failed to operate the machine, and a staff member refused to help. "I can't even order food myself," Jeong lamented, highlighting the sense of helplessness.

To address this, government and private sectors are collaborating. The Ministry of Science and ICT and the National Information Society Agency have established 'AI Digital Learning Centers.' In partnership with these centers, Lotte GRS has been running the 'Digital Masil' program since 2023, offering practical kiosk training at Lotteриа outlets. This program allows seniors to learn basic operations, menu selection, and payment methods before practicing in a real store environment.

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Kiosks have been a big topic lately. Seniors feel excluded and their self-esteem drops.

The initiative has expanded to 13 metropolitan cities and provinces this year, aiming to train 7,000 individuals. Lotte GRS has also developed a kiosk simulation program for pre-order practice and is seeing high satisfaction rates from participants. Beyond food ordering, digital education is broadening to include tasks like train ticket reservations, banking, and using public lockers, with dedicated experience centers established in various locations across Seoul.

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Why can't I eat what I pay for?