This week I attended the launch of Lloyds Bank Consumer Digital Index. There are some fascinating findings related to financial capability and its link to digital skills. But the two things that stood out as more broadly useful were prompted by questions from the audience:
What are we doing to improve digital capabilities across the UK?
I’ve always been conscious of regional variances in digital capability but the study data appears show that’s its not a major issue anymore. Instead we have to dig deeper into the factors involved in creating inclusive digital services. Poor user experiences and communications were two of the areas flagged by Martha Lane Fox and the other panel members as barriers to digital skill adoption.
What are we doing to enable older generation to access digital services?
This was a little more contentious as the panel called for a focus on those that will engage rather than sinking time into those that will never engage within their lifetime. The panel were driven by the finding that there are hard to move negative views among non-adopters such as some over 60s. With digitally excluded groups a more effective approach suggested is to work with the network of individuals around them to provide indirect access to digital services.