제 13 호 Kiosk - Technology for People, or People for Technology?
Kicker: Opinion (KIOSK)
Kiosk - Technology for People,
or People for Technology?
The Weak Obscured by the Advantages of Automated Devices
By Sol-Hyang Park, Editor-in-chief
As technology advances, unmanned services are increasing. ‘Kiosk’ is a representative example. We can see many kiosks at gas stations, fast food restaurants, or ticket offices around us, and they are increasing every year. The emergence and rapid spread of the kiosk would have been a gift of technology development and a means of making life easier. However, for some, it is something that makes them feel like they are falling behind. I would like to think about people who are isolated by the advantage of convenience, looking at the characteristics of these automated devices.
Soaring Kiosks Due to Covid-19
Many companies have been introducing Kiosks quickly, since they can reduce labor costs and maximize efficiency. The phenomenon has accelerated due to the prolonged COVID-19 situation, which has to reduce face-to-face interactions. According to Shinhan Investment Corp, the number of kiosks installed in the private sector tripled, comparing 2019 and 2021.
Kiosks brought great convenience to life for those who can quickly adapt to the machine. However, those who do not are alienated from the service.
Kiosk, a Technique for Everyone?
The kiosk does not provide the right eye level for infants, wheelchair users, and the disabled. It does not provide braille or voice services for the visually impaired. People who are not good at machines try to use kiosks somehow, but after about 10 seconds of stopping, the screen goes back to the beginning.
This is a repetition of giving up for the people unfamiliar with kiosks - such as pressing the option of filling the screen several times and choosing various payment methods.
If not using kiosks, they can ask the store clerk. Even so, it is not easy for them. According to MBN's interviews* with the visually impaired, a visually impaired man said, "I'm embarrassed to tell the staff about the situation in front of other customers. Even if I try to use a kiosk, I give up if the person in the back waits." He also appealed, saying, “I want to receive a warm service that doesn't hurt my heart." In such a store where kiosks are taken for granted, it is difficult to ask for help to a clerk or the person behind. This will apply not only to the disabled, but also to many elderly people.
* https://www.mbn.co.kr/news/society/4406168
The Direction We Need to Go
In addition to fast food restaurants where you can see many difficulties as above, services of banking, administrative agencies, airports, railroads, medical institutions, and movie theaters etc. in almost all private sectors are being replaced by unmanned. It is becoming a tougher society for the weak. However, in a capitalist society where efficiency is important, we cannot unconditionally hinder the development of technology that is already far ahead. Instead, we can improve the technology in the direction of consideration for the alienated, such as making kiosk interfaces easier so that anyone can use services regardless of age, gender, nationality, or disability. (For example, adapting simple device placement, voice service, large letters, etc.)
Beyond simple service uses, information access methods for those who are excluded and hard to get information benefits need to be steadily devised. There will be ways such as providing media education to get necessary information on a variety of things, from trivial things, such as ticket benefits, to voice phishing prevention methods.
Does new technology bring convenience to humanity now? Is it really beneficial for all humankind? A society which is hidden by the convenience of technology and does not hear the stories of the excluded is unjust. The criterion for “convenience” is relative and subjective. We must seek ways to see, respect, and coexist with diverse forms of life existing in society.
Sources:
https://brunch.co.kr/@jinha0802/20
https://www.koit.co.kr/news/articleView.html?idxno=80313
http://www.headlinejeju.co.kr/news/articleView.html?idxno=472954
