Grocery and food delivery apps are increasingly crucial amid coronavirus, but these may be out of reach for the most vulnerable Americans during the pandemic

• Online grocery and food delivery services have become crucial tools amid the coronavirus pandemic.
• However, lack of high-speed internet and other accessibility issues can put these services out of reach for some of those most vulnerable to COVID-19.
• The elderly, people with disabilities, lower-income people, people of color, and the unbanked are more likely to face obstacles when trying to use these services.
• Visit Business Insider's homepage for more stories.

Grocery and food delivery has been a godsend for many during the coronavirus outbreak.

However, limited availability and technical difficulties have infuriated some shoppers at retailers such as Walmart, Whole Foods, and Target, as well as services such as Instacart. And, problems may be even more severe for some of the most vulnerable in the US.

Online supermarket visits were up 162% in March 2020 versus March 2019, according to data from Namogoo. Instacart president Nilam Ganenthiran recently told Credit Suisse that sales over the past few weeks are "well beyond Black Friday."

"Every day is a new Black Friday for us...We are now achieving our biggest days every day," Ganenthiran said.

Restaurants are hoping delivery can help prevent sales from plummeting, with some teaming up with delivery services like GrubHub and Uber Eats. Many major chains are pushing customers to order delivery or pay with their mobile apps. Chick-fil-A, for example, has banned cash at some stores in response to workers' worries about the coronavirus spreading via currency.

However, as industries scramble to adapt in the coronavirus era, they risk leaving behind many of the most vulnerable people in the US - including the elderly, people with disabilities, and those without access to bank accounts.

The elderly, disabled, and people living in poverty are at a disadvantage

More than one in four people over the age of 65 do not use the internet, according to a 2019 Pew survey. Elderly and lower-income people are less likely to have high-speed internet at home. Only 56% of households making $30,000 or less and 59% of people over 65 say they have broadband in their households, according to the survey.

The Pew survey also found that people of color are less likely to have high-speed internet at home. While 79% of white households have broadband, only 66% of black households and 61% of Latino households do.

Navigating the web of ordering and delivery apps and websites also creates a special challenge for many people who are disabled. More than half of Americans living with a disability say that their disability makes navigating websites challenging, according to internet accessibility software firm User1st.

Online grocery sites and ordering apps may cause problems for people with limited mobility or dexterity, especially if keyboard navigation isn't enabled. A lack of alt text can make sites impossible to use for people with visual impairments. User1st told Business Insider that tests of sites including Uber Eats, DoorDash, Instacart, and Grubhub uncovered problems such as a lack of proper context for links and a lack of photo labeling.

"While these sites are doing a great deal to better serve their customers, some additional quality assurance measures (like manual testing with a screen reader or keyboard navigation) should be included in their accessibility efforts," said Raegan Bartlo, User1st's vice president of communications.

Efforts to move business online and via apps can also exclude the roughly 6.5% of American households, or roughly 14.1 million people, who are "unbanked." These people, who don't have checking or savings account, are essentially banned from businesses that don't allow customers to use cash.

Some of this backlash is not new

In 2020, prior to the pandemic, User1st says that more than 500 digital accessibility lawsuits had been filed alleging that websites or apps did not meet the Americans with Disabilities Act guidelines. Last year, Domino's argued that the ADA does not apply to the internet when a blind customer sued the pizza chain.

Companies that have attempted to ban cash also faced criticism. Last year, both Amazon Go and Sweetgreen backtracked on cashless service after concerns arose over how the policies impact people without bank accounts. States, including Massachusetts, New Jersey, and Philadelphia, have passed legislation requiring businesses to accept cash payment.

During the coronavirus pandemic, these concerns are more serious than ever. The very groups who are least likely to be able to access delivery websites and apps - whether due to lack of internet or other factors - are more likely to die if they catch the coronavirus.

Preexisting conditions and disabilities can make the coronavirus far more deadly. While younger people are dying due to COVID-19, older people have a far higher death rate. In the US, African Americans have a higher death rate than the general population.

The CDC has advised people with preexisting conditions and the elderly to take the most aggressive measures to avoid catching the coronavirus. But these are the people most likely to be boxed out of solutions like online ordering.

Some companies are taking steps to try and rectify the situation. Walmart, for example, announced this week it has reserved a one-hour time slot for grocery pickup ever day for first responders, people with disabilities, and anyone at high risk of contracting a severe illness from COVID-19.

"Now more than ever, families are relying on our pickup service to help get quality, fresh groceries to their homes as safely as possible," Tom Ward, Walmart senior vice president of customer product, said in a statement. "These are extraordinary times, and we are constantly looking for ways we can help deliver that same peace of mind to all our customers, particularly those who are most at-risk."