Digital inclusion is often framed as a question of connectivity. In practice, the challenge is more complex.
In Sweden, one in five people need support to manage digital services, rising to one in three among younger pensioners. At the same time, children are entering digital environments earlier than many families are prepared for, with a growing number of parents expressing concern over early smartphone use.
These parallel trends formed the backdrop for a recent event in Stockholm hosted by Doro and Xplora. The event, which was moderated by Scandinavian MIND editor-in-chief Konrad Olsson, focused on how digital systems can be made more inclusive across generations.
– To succeed with digital inclusion, we need to listen more. Technology needs to be developed together with older users, so that it reflects their needs and strengthens their independence. At the same time, children need the right technology at the right time, says Lise af Ekenstam, CMO at Xplora.
Different problems, same systemFor seniors, the issue is complexity. As services such as banking and healthcare move online, usability becomes critical.
– For many older people, the mobile phone is more than a communication tool, it is a lifeline. If information about technological changes does not reach them, contact with family, friends, and essential services risks being disrupted, says Tommy Krznaric, Business Area Director at Doro.
For children, the problem is reversed. Instead of limited access, they are often exposed to full digital ecosystems too early.
Research shows that many children aged 8 to 12 encounter situations online they are not ready for, while a significant share of parents regret early smartphone adoption.
– Many children encounter digital environments they are not ready for. With age-appropriate technology, we can provide a safer introduction to digital life, says Lise af Ekenstam.
The implication is a shift from access to adaptation. Rather than designing for a single “average” user, companies are starting to consider how needs change across the lifespan. This includes simplifying interfaces for older users, while limiting functionality for younger ones.
The collaboration between Doro and Xplora reflects this approach, positioning technology as part of a broader family ecosystem, from a child’s first device to tools that support independence in later life.
As digital services become infrastructure, inclusivity becomes a system-level issue.
It involves not only product design, but also regulation, education, and user behaviour. Parents, in particular, are left managing both early exposure and late adoption within the same household.
The emerging insight is clear: inclusivity in tech is no longer about connecting more people, but about designing systems that work for them.