How UXR Can Help Counter the Digital Divide

According to Google’s Next Billion Users (NBU) Initiative, an estimated 3 billion people got online for the first time between 2015 and 2022. These novice consumers, mostly in the Global South as well as rural parts of the rest of the world, experience a wholly different internet than most of us reading this blog.

A broadening gap in access to technology finds most newcomers underserved due to challenges like poor infrastructure and reduced access to hardware. 

Technologically disadvantaged people are swelling the ranks of communities with limited access that already exist within industrialized countries. This gap heightens the urgency for User Experience Research (UXR) to address what is known as the digital divide.

Symptoms of the divide

People without adequate access to digital technology often face similar problems. Among others, these include:

• Unaffordable technology and connectivity
• Limited digital technological literacy
• Security Vulnerability
• Unavailability of apps and sites in the local language
• Disconnect from more tech-developed people around the world
• Poor service quality

These disadvantages exacerbate other divides, such as access to information, education, and healthcare.

How can UXR help bridge the divide?

A primary purpose of UXR is to help ensure that technology is easy for everyone to use. Any attempts at inclusivity must also accommodate the billions of emergent new internet users and the special challenges they face safely accessing and benefiting from the digital realm.

By understanding the needs, behaviors, and challenges of technological novices, UX research can inform the inclusive and accessible design of digital products and services. 

Here are some actionable steps UXR can take to help alleviate the inequality. 

Assess people’s needs and blockers

Before UXR can address the digital divide, we need to understand it. Suggested steps:

• Recruit cross-culturally to ensure that research populations are not monolithic
• Conduct interviews, surveys, contextual inquiries, and usability tests with individuals who are on the underserved side of the digital divide spectrum
• Learn about access, affordability, and digital literacy barriers, so designers and developers can proactively address them

Design for all

Truly inclusive design means including populations who are digitally underserved alongside all other consumers. Human-centric steps to improve usability:

• Avoid technical jargon
• Ensure heuristics are intuitive since terminology like “swipe” and “scroll” are not universally understood
• Offer help in as many languages as possible
• Provide a simple information architecture that can grow progressively more complex
• Test with participants who are not tech-fluent
• Host collaborative, participatory design sessions

Advocate for digital equity

Because UXR is in a privileged position to understand people’s lived experiences and convey their needs to product developers, we have the responsibility to advocate for the billions of disadvantaged tech novices. 

Although they might resist change, we should remind stakeholders that their consumer base is complicated and diverse and will become loyal to products and services that recognize their access needs. Respect for human rights and needs isn’t just the ethical thing to do – it can lead to market growth and innovation. 

In the end, the objective is to construct a digital landscape that includes everyone, guaranteeing accessibility to the advantages of technology for all, no matter their background or circumstances. 

At Key Lime Interactive, we are committed to helping ensure that all consumers are included in the marvels of today’s digital realm. Through collaboration and our commitment to inclusivity, we aim to create a more equitable world. Reach out to us to learn how we can help you help others.