digital inclusion research - uxcamp 2015

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1. Digital Inclusion Research Christopher J. Bush Head of User Experience @Suthen Jessica Blaynee KTP Associate @Woodelfy 2. What is digital inclusion? Our research project What we have learnt so far What we want to achieve Lets chat What were going to talk about 3. What is digital inclusion? Digital inclusion, or rather, reducing digital exclusion, is about making sure that people have the capability to use the internet to do things that benefit them day to day - whether they be individuals, SMEs or VCSE organisations. Digital inclusion is often defined in terms of: Digital skills Being able to use computers and the internet. This is important, but a lack of digital skills is not necessarily the only, or the biggest, barrier people face. Connectivity Access to the internet - people need the right infrastructure but that is only the start. Accessibility Services should be designed to meet all users needs, including those dependent on assistive technology to access digital services. Accessibility is a barrier for many people, but digital inclusion is broader. https://www.gov.uk/government/publications/government-digital-inclusion-strategy/government-digital-inclusion-strategy #what-this-strategy-is-about 4. Designing inclusive services for an aging population Since 2006 there has been a sizable increase in daily computer use for adults aged 65 (ONS, 2013) This has led to senior users becoming the fastest growing demographic of users on the internet (ONS, 2013) Daily computer use by age group, 2006 and 2013 ONS, Internet Access - Households and Individuals, 2013 5. Interestingly, over the three years up to 2013 the increase in finance related transactions has been most prominent in the 35-44 age range. We think one contributing factor which could be deterring the 45+ groups may be to do with their perceived risk But! http://think.withgoogle.com/mobileplanet Age Range Increase over three years 18-24 10% 25-34 13.4% 35-44 24.3% 45-55 10.2% 55+ 10.4% 6. GO ON SLIDE The human picture (UK) http://campdigital.wearesigma.com/sarah-bridges.html - Camp Digital UK, April 2015 7. Understanding the 20% http://campdigital.wearesigma.com/sarah-bridges.html - Camp Digital UK, April 2015 8. By developing our understanding of the goals, challenges and motivations of this increasingly important user group, we will provide advice and guidance to help organisations better meet needs and expectations What we want to achieve 9. Our project & what we have learnt so far 10. https://userresearch.blog.gov.uk/2014/08/20/including-users-with-low-digital-skills-in-user-research/ 11. Short term memory I have no idea what we just said my password was. Cant remember if my sons name or cats Digital language issues Im not online but I use Facebook Security I would never bank online, or buy things on my iPad from Amazon or whatever. I only buy things on my computer What we learnt things youd expect 12. Users not familiar with digital services have difficulty maintaining their devices Virus protection, updating apps, changing interfaces, system updates all impact users familiarity and trust with devices Please update your browser? This totally gets me. Dont understand a word Subtle language tweaks affect uptake on a computer you send, but on a phone you share Using credit and the cost of being online just turning the phone on costs money Comments from the Peaks and Plains Participants: Nov 2014 March 2015 What we learnt 13. What we learnt Lived in UK 50 years but couldnt use Google I can speak the language, but I cant spell it The roles and responsibilities of accounts I just signed into Gmail now my name is all over the place everywhere Woman who keeps all her passwords in a notebook: Its so tiny I can put it in my bra, or my knickers. I can put it anywhere You cant move a washing machine, you move yourself. 14. What comes next? 15. Discussion 16. Thank you