Old Systems, New Tech
What an elderly woman at the post office inspired me to rethink about innovation and inclusivity
Yesterday at the post office, I watched an elderly woman trying to send money to her loved ones with a Moneygram.
The system was clunky. The clerk had to manually re-enter her address. The line grew restless as people shifted impatiently, just wanting to drop off packages and leave.
What struck me most was the contrast.
She could have used a service like Wise. Her family would’ve received the money directly in their bank account within minutes. No cash. No handwritten forms. No long wait in a crowded post office.
And yet, she chose this path.
Not because it was easier, but because it was the only one she trusted, or knew how to navigate.
It made me wonder: We’re racing ahead with AI, building tools that generate essays, code, and art in seconds. But we’re not helping elders tap into solutions that already exist, let alone the ones AI could make possible.
This is a financially stable, growing group with enormous potential to benefit from technology. And yet too often they’re brushed off because they are “old school” or “not tech-savvy.” Maybe the real problem is simply that we haven’t taken the time to design for them, teach them, or earn their trust.
Elders aren’t at the margins. They are caregivers, decision-makers, and keepers of wisdom. They deserve technology that supports them, not systems that exclude them.
If AI is our accelerator, why are we not accelerating inclusivity? Why are we not designing for those who stand to benefit most?
#designforgood #productdesign #servicedesign #techinclusivity