Digital limitations in the use of a condominium management system

a case study in a condominium management company

Abstract

Digital transformation altered economic, social, cultural, and political relations in the twenty-first century through the use of mobile digital devices to manage different aspects of organizations. However, it may also lead to the digital exclusion of individuals due to different limitations. In this context, this study sought to analyze how digital limitations manifest in the usability and efficacy of a management application in the context of digital transformation. For such, we opted for constructing a single case study with a qualitative, descriptive, and cross-sectional approach, presenting Alfa Gestão Condominial as the object of study. To collect the data, we conducted semi-structured interviews, documentary analysis, and direct observation, and the analysis occurred from the pattern-matching technique based on three constituent elements of the study (CES). As main results, we identified that the digital limitations of the users of the condominium management application were manifested through social, material, cognitive-informational, and behavioral aspects, with it being possible to emphasize autonomous learning, resistance to adopt instant messaging in the usability of the application, and the preference for personal contact with the analyzed organization as the primary digital limitations in the researched context.