Inclusive Design and the Grey Digital Divide at Maros Public Service Mall

Khaerani Nur Mansur, Badu Ahmad

Abstract


This study analyzes the digital divide experienced by older adults in using the WhatsApp-based digital queue system at the Public Service Mall (Mal Pelayanan Publik, MPP) of Maros Regency, Indonesia, using the complexity attribute of Rogers’ (2003) Diffusion of Innovations theory as the analytical framework. Cross-agency service innovations such as the MPP are increasingly adopted as part of bureaucratic reform, yet their success depends not only on institutional integration but also on how equitably the supporting technical layer can be accessed by all citizens. A descriptive qualitative approach with a single case study design was used. Data were collected through semi-structured in-depth interviews with two repeat users who are older adults or have visual impairments, and three MPP management informants for source triangulation, and were analyzed thematically. The findings show that the barriers do not stem from the complexity of service procedures in general, but from a chain of specific technical interactions in the queue system, from reading the service code printed on paper to operating an instant messaging application. These barriers are interpreted as a design accessibility problem rather than a deficiency of the users. The study recommends a hybrid access approach that combines human assistance, interface adjustments, and a permanent non-digital channel, so that the efficiency gained by most users is maintained without leaving older adults behind.


Keywords


grey digital divide; inclusive design; diffusion of innovations; public service; public service mall

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References


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DOI: https://doi.org/10.5281/zenodo.24026313

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