Technology: Future & Science: News: Hankyoreh

“My mom wanted to eat a hamburger, so I was going to go to ○○○ in front of the house to order, but I was wandering for 20 minutes because I couldn’t handle the kiosk well, and I just called home, saying I was angry. As she talked, her mother cried. Mom cried that it was over.” This is an article posted by a netizen on the social network service (SNS) Twitter on the 7th (now blocked by the publisher himself). In a comment, this netizen said, “It is not a resentment against the ○○○ employee. My mom also said that the staff at the time seemed too busy to talk to me. “I just think that the accessibility of the kiosk is too narrow.” This article has been retweeted (shared) more than 14,000 times, and hundreds and thousands of comments have been posted for each bulletin board and blog post shared with related articles. Similar experiences, stories and voices of reflection continued. That said, the extent of empathy was great. I hoped that the Hankyoreh People and Digital Research Institute would broaden their awareness of’digital inclusion’ with this article, so I summarized the contents of the comments with several keywords.

A kiosk is an unmanned ordering and vending machine. Fast food stores selling hamburgers, pizza, and chicken are widely used for unmanned ordering, unmanned ticket sales at train stations and bus terminals, and unmanned ticket issuance and immigration procedures at airports. The reason is that it reduces labor costs while adding a high-tech image and caters to the tastes of young users, centered on the Millennium Jet (Z) generation. On the other hand, there are still many people who are unfamiliar with using kiosks. It’s not just the elderly who are counted among the digitally marginalized. In the comments, a young mother accompanying her young child was embarrassed in front of a kiosk, and the experience of a high school student’s embarrassment is also shown. There is also an article saying,’When there is someone waiting behind you, your heart beats and your legs bum,’ and’If there is someone waiting behind you, you will quietly retreat.’ The experience of a netizen is even more dramatic. He said he came out as if he was running away while ordering a hamburger with a kiosk at a fast food store near his house. ‘I tried to order the event product shown in the store entrance promotional material, but couldn’t find it. I was looking for it while pushing the screen back and forth, and I heard a sound from behind, saying,’What are you going to do? Suddenly, I felt embarrassed and returned. After that, my heart trembled, so I couldn’t even order a kiosk.’ In the comments, there are many appeals that, as in the case of this netizen, they became frustrated and traumatized while using a kiosk. It is the same as the phrase “Mom cried that’Mom is over now’” in the Twitter post. This situation is also common in front of train station ticket offices. I often see elderly people who are confused because they can’t find the tickets that their children booked and sent them to their smartphones, or who are glared by people who can’t understand their speech in the process of asking for help from the ticket office staff.

This situation is not particularly attributable to anyone else’s fault. Unmanned ordering and vending machines are the devices of civilization that emerged with the evolution of digital technology, and they are not intended to give anyone annoyance or frustration. In the comments, there was a loud voice asking for acceptance and consideration. Netizens first ordered kiosk operators to simplify and simplify their usage so that even people who are unfamiliar with using digital devices can easily use them. One netizen pointed out that’it should be as intuitive and simple as making coffee at a vending machine.’ Some advice that’it is necessary to install a kiosk near the place where the store staff works so that they can receive help’ and’if you show the customer how to order the desired product through the kiosk, you can expect the effect of teaching how to use it.’ have. The government also points out that it is necessary to simplify and simplify the use of kiosks in terms of digital inclusion. The Ministry of Science and ICT announced last year’s’Digital Inclusion’ policy that it will allow the digitally underprivileged to experience how to use kiosks, while also supporting suppliers so that their UI can be improved easily. There are also many voices ordering consideration among users. A typical article is,’Do not be annoyed or scorned because you are wandering about how to use the kiosk, and you are not annoyed about how to use the kiosk.’ A lot of sympathetic comments were added to the comments saying’I’ve been wandering for 20 minutes, but I would have liked to help people in the background or store users’ and’I think my mom and dad would do so as well, so let’s say I can help.’ There is also a comment that’the kiosk does not require a bank account password, unlike when using a bank teller machine, so there is no misunderstanding.’

In the comments, the reflection was also quite high. One netizen who identified himself as an incumbent journalist told SNS, “In the meantime, whenever my mother called’Is it a little weird?’ There is a menu to solve it. You can follow that. Or call 114 and ask,’I used to say, but I thought how frustrated my mom would have been.” This netizen continued, “My mother hangs up and sighs, saying,’If I knew how to do that, would I have called you?’ ‘It is often said that as the first step to taking care of your parents’ health, listen to and examine what you usually say. Even when using digital devices and services such as smartphones, failing to carefully examine them on the pretext of being busy can result in unintentional hurting of the heart. There is also an article that goes beyond the level of discomfort (like the content posted on Twitter), which can make you feel frustrated with’I guess I’m done now’. There is also a reflection of a netizen who seems to be working as a station attendant. ‘In the meantime, when an elderly person suddenly asked,’My grandson told me that I can buy a train ticket and sent it to a smartphone and ask the staff to change it to a ticket, what should I do? . I had to find and show the ticket to appease my smartphone.’ Jae-seop Kim, Senior Reporter and Director of Human Science Digital Research Institute [email protected]