Older Koreans Stall at Kiosks as Digital Gap Widens

Despite 96% smartphone usage among South Koreans aged 60 and older, many still struggle with daily digital tasks like making reservations or payments using self-service kiosks. A 2025 national survey on the digital divide found that older adults scored 71.8% on a digital literacy index, lowest among vulnerable groups. Their score for digital 'skills' was 56.2%, significantly lower than their 95.4% score for device 'access', indicating a proficiency gap rather than a lack of devices.

The challenges extend to newer technologies, with only 30.2% of older adults reporting use of artificial intelligence services, compared to 59.4% of the general population. Data from a 2022 Seoul Digital Foundation survey further highlighted that among older respondents who avoided kiosks, 33.8% cited not knowing how or finding it difficult, while others felt self-conscious about holding up queues.

In response, the Digital Inclusion Act, effective since January, mandates that kiosk manufacturers integrate features such as a function to call assistance staff or real-time voice guidance, or design machines to meet barrier-free standards. The Act on the Prohibition of Discrimination Against Persons with Disabilities also extended kiosk accessibility obligations to all businesses. While the Ministry of Science and ICT indicated existing staff can provide help, a phased grace period for compliance means that widespread changes on the ground, particularly for small businesses, will appear gradually over the next year.