Highlighting the efforts being implemented globally to create a more accessible and sustainable society, the World Usability Day 2024’s theme is focusing on “Designing for a Better World.”
The convergence of technology and usability in the ICT sector has been a significant driver of innovation, leading to more user-friendly solutions.
Here are some of the technologies and initiatives within the ICT sector that are committed to promoting usability, sustainability, and inclusivity within society:
Usability
Tech companies and ICT industry players are utilizing technology to simplify interactions with customers and transform their business operations seamlessly. Given that technology and usability work in parallel, making technology more intuitive for users of all ages and technical abilities is a must to ensure customer satisfaction and loyalty.
It is important to provide a customized and personalized telecom customer experience (CX) across all customer touchpoints. AI-driven chatbots, among other tools, play a key role in automating customer service, streamlining operations, and reducing response times, which further enhances the overall customer experience.
Built with security and privacy in mind, AWS users can access Amazon Q, an AI-powered chatbot that aids employees in searching for answers, solving problems, generating content and selecting data-powered actions.
During its transition from a traditional telecom operator to a tech-driven enterprise, e& UAE modernized and enhanced its systems so that it could handle direct customer interactions. This upgrade enhanced the digital experience with a seamless and intuitive user interface, which is essential in today’s digital era.
AI-driven enhancements also align perfectly with Mobily’s strategic focus on ensuring that every technological advancement translates into tangible benefits for its users.
In a Deloitte Digital and Adobe survey, 65% of respondents expressed a desire to access government information and services via multiple channels, underscoring AI’s potential role in significantly enhancing the citizen experience when integrated effectively. This is being addressed actively in the UAE.
In an effort to upgrade the infrastructure and systems required to ensure streamlined services that cater to people's needs, the UAE Government has launched the U-Ask platform, an AI-powered chatbot, and the UAE Design System 2.0 (DLS 2.0), to streamline navigation and enhance the accessibility of vital information and services on government websites.
From a technical perspective, digital twin technology (DTT) is gaining momentum due to its ability to speed up product development lifecycles, thus, making development more cost effective, and creating result-oriented new business models. Digital twins simulate real-world environments for urban planners, making complex data more understandable and actionable, enhancing usability in the decision-making process for telecom networks, and developing smarter cities.
5G has also paved the way for the rise of augmented reality (AR), and these technological leaps are reshaping the way in which we live and interact with the world. The transformational potential of these technologies is taking connectivity and immersive experiences to new heights.
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Sustainability
The United Nations has raised concerns about the environmental toll of the digital economy, noting that massive data centers are consuming enormous amounts of water and energy.
The environmental impact is becoming severe, despite the influence of digitalization on global economic growth. In line with this, the ICT industry recognizes the importance of cutting its carbon footprint.
According to a BCG report, many major telcos have committed to reducing the energy required per unit of traffic by around 70% by the end of the decade. This effort could cut up to 15% of global emissions by 2030, contributing significantly to the overall emissions reductions needed to meet global sustainability goals.
Sustainable strategies that can mitigate this growing environmental burden, reduce energy bills and contribute to decarbonization ambitions, could include intelligent solutions such as IoT smart meters, big data energy management and deep-sleep-mode antennas.
One sustainability advocate is Sofrecom which helps transform linear business models into circular models by advocating for a responsible purchasing policy that challenges suppliers to integrate a lifecycle analysis of equipment from manufacturing to waste management.
Additionally, Nokia’s Virtual Power Plant (VPP) is an incredible innovation that will help customers monetize the energy stored in their backup batteries while also reducing carbon emissions. Overall, Nokia provides simplified, autonomous and secured networks; energy-efficient solutions on the data side; and modular solutions that reduce the site footprint with highly advanced dual-band and triple-band AirScale radios and baseband systems.
Apart from network infrastructure, e-waste is also a major concern that should be addressed wisely. By 2030, the annual e-waste production could reach 75 million metric tons, and with this accumulation in the environment, it could be highly detrimental to the soil, air, water and living organisms.
Huawei expressed that the regional shift to a circular economy, which replaces virgin resource usage in manufacturing with recycling, repair and remanufacturing practices, alleviates the need to consume new raw materials and help reduce carbon emissions while creating new green jobs for the region's workforce.
Zain KSA and Ertiqa also aim to boost investment in the electronic waste management industry by recycling over 5,000 electronic devices.
In a three-year partnership, Ericsson's global “Take-Back Program” will be explored further to support e& and drive responsible disposal and recycling of e-waste across the Group's network.
In the Middle East region, experts believe that a promising path forward involves a reliance on clean energy and a novel approach to constructing energy-efficient data centers. The world’s largest solar-powered data center utilizes advanced solar energy and storage technologies, AI systems, and sustainable practices. It is also located at Dubai’s Mohammed bin Rashid Al Maktoum Solar Park, the biggest single-site solar park globally.
In Saudi Arabia, ambitious giga-projects like The Red Sea Project and NEOM serve as prime examples of embodying net-zero credentials and integrating digital infrastructure, renewable energy sources, and innovative waste management systems on a grand scale.
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Inclusivity
Various aspects contribute to ensuring an inclusive world. Inclusivity in design involves creating solutions that cater to the diverse needs and abilities of all individuals. By embracing inclusivity, we ensure that everyone, regardless of their background, age, or physical ability, can access and benefit from technology and services, ultimately contributing to a more equitable, ergonomic, and connected world.
In terms of fintech, e& Money, du Pay, and walletii, are leveraging technology to create inclusive and accessible financial solutions. These user-friendly mobile wallets are designed to upgrade and simplify financial transactions for consumers and merchants, equipping people with simple financial accessibility.
Nokia sees the digital divide as a chance to provide accessible, sustainable, and transparent high-quality broadband services. By partnering with firms like fibertime in Africa, Nokia underscores the importance of delivering sustainable, top-tier solutions to effectively close the digital gap.
Huawei’s TECH4ALL, a long-term digital inclusion initiative and action plan, aims to address major global challenges by focusing on four domains to make a difference: education, environmental protection, health care and rural development. In collaboration with its partners, the company developed different types of programs for remote communities and vulnerable groups, such as people with disabilities, children and unemployed youth, women and the elderly.
The UAE’s 2025 Action Plan highlights the nation's commitment to an inclusive future through technological advancements, citizen welfare, and cultural enrichment.
While in Kuwait, Zain actively integrates diversity, equity, and inclusion (DEI) into its operations. Their WE ABLE initiative focuses on disability inclusion by creating accessible products and services and they support local youth with digital literacy programs and internships, nurturing the community’s most dynamic segment.
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