Older Generation Disenfranchising: A Health and Business Perspective on Digital Portals, Login Friction, and Exclusion

Abstract

Artificial intelligence (AI) and digital transformation are widely promoted as universally beneficial, promising improved efficiency, security, and convenience. However, these systems frequently overlook a critical reality: not all users are equally prepared to navigate increasing digital complexity. Many suggest this is a significant advancement, but automation, lacking a “real person” to ask questions of or to issue directives to, is a significant obstacle. Older adults face disproportionate barriers that restrict access to essential services, including healthcare, utilities, and financial platforms. Age-related changes in memory, vision, dexterity, and confidence—combined with escalating authentication requirements such as complex passwords and multi-factor authentication—create significant friction and exclusion. Evidence consistently shows that older adults adopt digital tools at lower rates, use fewer functions, and report less confidence in completing common online tasks. These barriers have measurable implications for healthcare access, medication adherence, customer satisfaction, and business performance. This article examines the persistence of the digital divide among older adults, analyzes authentication and portal usability as key drivers of exclusion, and proposes an applied framework for inclusive design. Addressing digital disenfranchisement is not only a public health imperative but also a business necessity as older populations continue to expand in size and economic significance. Improvement is increasing but remains below the ideal level. It is also noted that a significant number of patients do not utilize the electronic domains at all, 57-64%. This would be expected from the more acute patient, aged with many of the main barriers below. 23-29% of this group remain without digital technology devices to use.