Every time technology advances without considering universal access, it risks creating new divides. What looks like progress for some can become a closed door for others.
Common Examples
Smartphones as default: Many services now assume everyone has a data plan — excluding those who don’t.
Cashless payments: “Tap only” stores and transit systems leave out people who rely on cash.
Two-factor authentication: Essential for security, but difficult for people without stable phone service.
Online-only services: Government portals or job applications that no longer offer paper or in-person alternatives.
Canadian Context
Rural and northern communities: Connectivity gaps mean some digital services simply aren’t reachable.
Indigenous communities: Broadband rollouts often lag, limiting access to essential services.
Newcomers: Language and documentation requirements create digital “walls” during settlement.
The Challenges
Speed of change: Tech moves faster than policy, leaving people without safety nets.
Assumption of universality: Designers often test with tech-savvy users, not the full spectrum.
Cost barriers: Devices, internet, and data plans remain unaffordable for many.
Erosion of alternatives: As digital replaces analog, fallback options disappear.
The Opportunities
Digital + analog balance: Keep multiple access points (in-person, paper, phone, digital).
Universal design principles: Test with diverse users before rollout.
Policy guardrails: Mandate inclusive access for essential services.
Innovation in equity: Build tech that adapts to different literacy, income, and ability levels.
The Bigger Picture
A society is measured by who gets left out when “progress” arrives. If Canada’s digital transformation is to mean inclusion, we need to ask: progress for whom, and at what cost?
The Question
Should essential services — healthcare, banking, voting — be required to guarantee non-digital alternatives so no one is left behind?
Tech That Leaves People Behind
When Innovation Excludes
Every time technology advances without considering universal access, it risks creating new divides. What looks like progress for some can become a closed door for others.
Common Examples
Canadian Context
The Challenges
The Opportunities
The Bigger Picture
A society is measured by who gets left out when “progress” arrives. If Canada’s digital transformation is to mean inclusion, we need to ask: progress for whom, and at what cost?
The Question
Should essential services — healthcare, banking, voting — be required to guarantee non-digital alternatives so no one is left behind?