According to Google's research about the NextBillionUsers, every day one million new users come online for the first time in their lives, primarily through mobile phones. Assistive technology, or what you'd typically have seen as "Accessibility" settings, at present, focuses on making technology more accessible for the differently abled. While a great place to start, the need gap is wider. These new users want to do a lot but they have to battle multiple fears. The fear of posting something wrong unknowingly, of making a transaction by mistake, of losing face amidst their peers, just to name a few. Here are some ideas on how different stakeholders can help make digital adoption journeys smoother!

1. DESIGNING FOR
DIGITAL
CONFIDENCE
AAKRITI AGARWAL
@AakritiCX

2. What does digital
confidence look like
Your local
vegetable vendor
opens her QR code
on G.Pay when she
sees you fumbling
for cash
Your grandpa is
able to send you a
surprise birthday
cake while living
400 kms away
Your dad feels
comfortable paying
the electricity bill
on Paytm by
himself
Your house help no longer has to
rely on you to input your
contact number in her
smartphone
A farmer books
his Tatkal train
ticket directly
on the IRCTC
website without
having to stand
in line at the
ticket counter
multiple times
A daily wage labourer
can choose the right
mobile plan & do the
recharge herself
instead of relying on a
recharge shop vendor
Your mom searches for
and reads out an expert
written Quora answer to
settle a family debate
like a boss!

3. Technology that helps
improve an individual's
functioning and
independence, thereby
promoting their well-being
ASSISTIVE
TECHNOLOGY
CAN HELP
ACHIEVE
DIGITAL
CONFIDENCE
@AakritiCX
What is it?

4. WHO CAN
HELP?
@AakritiCX
Operating System Creators
App creators
+
Product Managers
Marketers
Tech enthusiasts like
you and I

5. OS CREATORS
HARDWARE BASED CHANGES
DEDICATED
HELP BUTTON
MINIMALISTIC
DESIGN
Support on any
screen for any
situation.
No more feeling
helpless!
Beginner friendly
custom devices
Tailored solutions
for specific
needs!
Notable mention!
Easyfone for senior citizens
Reactivesupport!
@AakritiCX

6. LEARNING ZONE
EASE-OF-USE RATING
Bite-sized follow-along
modules for commonly
searched queries from
relevant user segments
"Tell me how you measure me, and
I will tell you how I will behave"
In addition to incentivizing
developers for simplifying
UI, it'll help users make a
more informed choice
between 2 apps!
Proactivesupport!
Eg. "Make your phone easier to read" as a
tutorial, takes the user to adjust font
size, icon size, light vs dark mode, toggle
on easy mode.
@AakritiCX
OS CREATORS
UI BASED CHANGES

7. HOW CAN APP
CREATORS &
PRODUCT
MANAGERS
HELP?
INSTRUCTIONAL
ONBOARDING
Step-by-step follow
along instructions with
overlays
Offer ability to skip for
returning and advanced
users
ANYTIME
TUTORIALS
In-app "Help"
button for on
demand learning
Video tutorials,
specially for
transactions
WHAT'S NEW?
Quick tutorial on
changes post app
update
Reduces cognitive
overload & promotes
faster adoption of new
features
SUPPORT
COMMUNITY
Consolidate FAQs
Create discussion
forums for users
Can be monetized
Can drive app
stickiness
Notable mention!
Habitica app
@AakritiCX

8. NEED HELP? CHECK OUT THIS ASSISTIVE UI SaaS
Multi-lingual voice support Simplified Visual Cues In-built analytics
@AakritiCX
Source: Jiny.IO

9. HOW CAN MARKETERS HELP
UNCOVER CUSTOMER TRUTHS?
ANALYSE USER
DATA
CONDUCT
INTERVIEWS
Understand events
leading up to
uninstall / drop off
Analyse user journeys
of adopters, inactive
& detractors
Observe in-app
behaviour &
understand thinking
processes, real time
Validate hypothesis
from quantitative
analysis
Notable mention!
HealthifyMe
Quantitative Qualitative @AakritiCX

10. Moderated Testing
Unmoderated Testing
Card Sorting
Tree Testing
NEED HELP? CHECK OUT THIS UX TOOLKIT SaaS
Test Product Concept
Test Prototypes
Validate Content
Measure Satisfaction
Source: uxarmy.com, maze.co @AakritiCX

11. Create short how to
videos in your local
language of
absolutely basic
concepts like using
whatsapp, changing
display settings,
making a payment
With your relatives, your
house help, in a short
Uber ride, wherever
possible. Be genuinely
curious how people are
using tech & what are
their roadblocks.
Bonus: Takes focus away
from mundane topics
HOW CAN YOU
AND I HELP?
SHARE KNOWLEDGE
TALK ABOUT IT!
BE THE CHANGE
Get hands on, ideas & create solutions like
Jiny, UX Army, Maze & more.
@AakritiCX
Easy
Hard
Med

12. Thoughts?
Question ?
Suggestions?
Drop a
comment!
Let's talk
@AakritiCX

13. @AakritiCX
Hola!
I am Aakriti.
I love learning & talking about
customer experience, design
thinking & product marketing!
Join me on this journey!