How do older adults cross the digital divide and enjoy the benefits of ride-hailing services with the collision of the aging and digital society in China?

•The hugest proportion gap is found in different older ages using ride-hailing.•The usage divide of ride-hailing services is identified from a micro perspective.•Older adults faced the most salient divide in choosing suitable ride-hailing models.•SEM reveals factor differences in ride-hailing usage intentions across age groups.•Actionable strategies are offered to help older adults across the digital divide. Previous scholarly endeavors to examine the digital divide about using ride-hailing services among older adults from a macro perspective fail to delve into the specific challenges within each operational step. This study aims to investigate ride-hailing services among older adults in China, focusing on the digital divide in using processes from a micro perspective. We used the face-to-face survey data of older adults (N = 811) to conduct a step-by-step analysis to explore the digital divide in ride-hailing app operations among older adults by dividing it into nine steps. Next, the diffusion of innovation theory was extended and applied to investigate how innovative and digital factors influence older adults’ intention to use ride-hailing services. The results show that older adults faced a great “using divide” in operating the ride-hailing apps, especially in the following three steps: Step 6: Choose a suitable ride-hailing model, Step 2: Sign up and log in to a ride-hailing account, Step 5: Locate my current location. Considering user characteristics, the structural equation modeling further revealed the differential effect of variables on the intention of ride-hailing among two age groups by dividing older adults into those aged 50–64 s and over 64 s. Theoretically, this study contributes to the existing research by providing one of the pioneering endeavors to comprehend the digital divide in ride-hailing service usage among older adults. Practically, our study holds considerable utility for policymakers, investors/the private sector, the end users (older adults), and their families to help bridge the digital divide of older adults using ride-hailing services. For example, policymakers could consider enhancing public Wi-Fi connectivity in communal spaces (community centers, parks, senior centers) and advocating for subsidized or specialized data plans tailored to the older population’s needs. Our study underscores the need for more considerable attempts among each stakeholder to bridge the digital divide for older adults in ride-hailing services.