Why must design teams consider the growing digital divide in the UK?
Today, owning a digital device and accessing the internet has become a necessity for navigating the world in which we live. While writing this post, over 5 billion worldwide users joined me online.
In 2016, the UN passed a resolution condemning countries that prohibit citizens from accessing the internet and stated that ‘the same rights that people have offline must also be protected online’.
Alongside this, more and more services are being digitally transformed. However, when surfing the web, we can easily forget that not everyone is connected online.
Understanding user needs is now more important than ever. That’s where research comes in. That’s where design teams come in.
When considering users that are not currently online, many will picture users in emerging markets, lacking digital infrastructure.
For example, Google have been conducting research on the Next Billion Users in 5 countries around the world, identifying barriers these new users face and producing insights for them moving forward.
In the case of the Next Billion Users, Google summarise that:
“The newest internet users tend to have lower incomes, less formal education, and live in less developed areas with more unreliable internet. Their exposure to technology is more limited than those already using smartphones, and many lack confidence in how to use their devices.”
Contextually, it is important that we recognise that the barriers present for users in India may not be the same for users in the UK. However, it’s equally important to recognise similarities, too.
The Lloyd’s Bank Digital skills 2021 Report highlighted how many of these themes are also present in the UK. The latest report revealed that 11 million (21%) of the UK’s population lack the Essential Digital Skills needed for everyday life. While 40.5 million (76%) of the UK’s population can use video and communication tools like FaceTime and Skype.
Earlier this year, the BBC reported that 1.5 million UK homes still remain offline creating further inequality between those who were and couldn’t access remote learning.
Not only might these figures be surprising for people living in the UK, but they also reveal the difficulties that many faced during the pandemic. It’s been made disturbingly clear that the digital divide will further inequality. That’s why we must consider the digital divide and design equitably to ensure that ‘the same rights that people have offline must also be protected online’.
So, how are the design team working towards leaving no one behind when digitally transforming services at Sopra Steria?
The design team recently delivered a service for vulnerable people who were considered off-grid (people who were not using the service). Early on, it was identified that some of these users would need paper forms that didn’t signpost individuals to then go and find further information online. It was important that the paper versions encouraged people to contact a caseworker, via the phone, rather than have them lost and unable to navigate their way around the web.
It’s important that in the process of digitising services that we’re not leaving anyone behind. Especially those who are most in need. These services are crucial for some communities, and we need to make sure that they can access them.
As a team, we’re committed to:
- working collaboratively with different disciplines — product managers, service designers, content designers, UX Designers, user researchers — and bringing different perspectives to projects
- prioritising user needs
- empathising with users
- recruiting diverse interviewees
- recognising and celebrating similarities and differences
- staying informed — training, talks, podcasts, blogs, news
Ensuring no one is left behind is a group effort. It often starts with stepping into someone else’s shoes and understanding the barriers they face. It involves listening and empathising with users. It involves societal changes.
Understanding the digital divide is no easy task and it’s just part of the story when designing inclusive services. But one thing is for sure, that it’s something that we must always put at the forefront of our work.
For further reading on the digital divide:
- Vodafone’s 2021 report on the digital divide
- University of Cambridge report on the digital divide
- Google’s report on the next billion online users and their needs
- Medium blog post on the importance of digital literacy
- Good Things Foundation’s report on the economic impact of digital inclusion in the UK
- Government Digital Inclusion Strategy
