Table 3.

Profiles of 9 cases from top 3 official media in China (February 2020–February 2021).

Scenarios	Situations	Challenges and Difficulties	Case Description	Quotes from the Interviewee
Transportation	1. Valid health code is required for taking public transportation and getting access to public areas. 2. Many public areas including parks, museums, libraries, galleries, gyms, need to be reserved and paid online in advance due to the pandemic control.	1. Unable to enter any public area without health code; 2. Unable to book ticket online; 3. Unable to take any public transportation.	Case 1: An older man was not allowed to enter the subway station without a health e-code, and he had a quarrel with station staff. (People.cn 18. Aug 2020) [19]	“Why am I not able to enter the station? What is the health e-code? I don’t know about it. No one gives it to me.”
			Case 2: Ms. Li, a 64-year-old female, failed to enter the hospital and afterwards failed to get a taxi because she could not produce her health code. (Xinhuanet, 4 Jan 2021) [20]	“I used my finger to swipe up and down on screen, but the health code just didn’t show up.” “No passenger in the car, why don’t they (taxis) stop?”
			Case 3: Mr. Li in his 60s hailed a taxi in the street. However, all the taxis running in the street were already booked by others via apps. After waiting in vain for one hour, he had to call his family for help. (Xinhuanet, 3 Sep 2020) [21]	“Many things have to be handled online, but I don’t know how to use the software in my mobile phone. So I have to find someone for help.”
Medical Care	1. Appointment needs to be made online or through self-service machines onsite, and only digital payment is accepted for online appointment. 2. Only individuals with valid health e-codes or pass codes are allowed to enter medical care institutions.	1. Unable to make online appointment; 2. Unable to enter any medical institution; 3. Unable to search for health care information online.	Case 4: Mr. and Ms. Wei did not know that they need to make an appointment in advance until they arrived at the hospital in the early morning. They had to make an appointment through a self-service machine or a smartphone. (GMW, 21 Sep 2020) [22]	“My wife has a gastrointestinal problem. We came here by bus very early in the morning but couldn’t even manage to make an appointment.”
			Case 5: Ms. Li, 78 years old, had to make an appointment online by using the self-service machine in the hospital. However, she did not know how to use the machine and she did not have any digital payment code. The appointment was finally made with the help of a young girl in the queue. (Xinhuanet, 6 Oct 2020) [23]	“An Online appointment is required everywhere. I am not able to do it. Except for answering phone calls, I could not use any other applications on my phone.”“They (her two sons) both have their sons, and they are very busy taking care of them (her grandsons). They even have to work during holidays. How could I count on them (come to the hospital) to make an appointment for me?”
			Case 6: Mr. Zhang, 86 years old, complained that although there were volunteers in the hospital, it was not easy for someone at his age to use the self-service machine or payment code. (Xinhuanet, 12 Nov 2020) [24]	“Sometimes there are lots of people waiting to use self-service machines to make appointments. I have poor eyesight, couldn’t see clearly, and worried about being hurried by others, (also worried about) pressing wrong buttons. ”
Consumption	1. Due to social distancing, many supermarkets and restaurants only serve consumers online. 2. Payment codes are utilized in various places. Some shops and restaurants do not accept notes or coins. Digital payment is the only choice.	1. Unable to purchase goods online; 2. Unable to pay for goods or bills either online or offline.	Case 7: Ms. Yang in her 70s went to see a doctor. She spent more than half an hour to complete the registration process through self-service machine.(People.cn, 6 Dec 2020) [25]	“Nowadays, you have to scan codes to complete the payment for food. Cash is becoming less acceptable. It is very inconvenient if you do not use digital payment. ”
			Case 8: Mr. and Ms. Chen both in their 70 s, had no experience in using APPs on their phones. They spent more than half an hour figuring out using QR code to order food in a restaurant without getting any help. (People.cn, 1 Feb 2021) [26]	“Now when we go to a restaurant and find that the order has to be done by scanning the QR code, we feel uncomfortable.”
			Case 9: Ms. Wu came to pay her electricity bill early in the morning and asked a young man to show her how to use her smartphone to complete the payment. (Xinhuanet, 10 Sep 2020) [27]	“I am getting older and learning it (using digital payment) very slowly. I may forget next time. I am lucky to find someone to teach me, but my brother who is in his 70s, lives alone in the remote mountain. It is difficult for him to receive supports. ”