Legally Mandated, but Still Inaccessible: Digital Tensions in Older Adults' Use of Norwegian Web Services

Abstract

Norway is among the most digitalized countries in the world, where access to essential services increasingly depends on digital systems. Although universal design of ICT is legally required across public and private sectors, ensuring cognitive accessibility for older adults involves more than technical compliance. We analyzed responses from 294 participants aged 55 to 90 to examine the barriers they encounter when using digital services. Our findings identify four tensions, namely navigational, semantic, procedural, and temporal, which reveal how accessibility barriers emerge through misalignments between service design, system assumptions, and older adults' capabilities. Together, these tensions show that checklist-based compliance does not necessarily translate into lived accessibility when engaging with mandatory or near-mandatory digital services. We discuss the need to move beyond minimum compliance frameworks toward accessibility approaches that better support older adults' independent participation in digital society.