Navigating a
Smartphone

Every day, about 1 million people come online for the first time.

For the vast majority of these new and novice users, their first and often only exposure to the internet will be via a mobile device, not a computer.

However, many NIUs struggle with understanding and navigating their smartphones, not knowing when to swipe, tap, long press, and pinch, for a start. In fact, for many of them, touchscreen interaction is a source of trepidation. Something we hear often from this group of users is the fear of tapping the wrong things: “What if I tap on something and something else comes? [A] fear is that [my son will] start shouting. There might be something related to his education.”

Several NIUs also expressed their fear of online transactions:

“Phones are like weapons, with a single click you could lose everything — like money — for those that don’t know how to use the phone.”

Beyond the challenges NIUs face while interacting with the technology, they also have cultural challenges to contend with. Owning a smartphone comes with a set of social preconceptions, which could influence their own behavior. For example, “everyone has it” is a common reason NIUs give for getting or wanting a smartphone and keeping up with other members of their community.

“Everyone’s child has a phone. I wanted to get it for [my son] to talk to his elder sister, or it doesn’t look good.”

On a related note, there’s a common perception that smartphones are inessential.

“Smartphones are a fashion accessory.”

“The phone is not going to give me money, so what can it do?”

This perception suggests a lack of understanding of the value the smartphone and internet can bring to their lives. On the other hand, NIUs also share their experiences when their devices grant them empowerment.

“[Before a smartphone,] I felt alone and would wait for someone to come to talk to me. Now I don’t feel lonely... I feel happy, learning a lot. I don’t want that old life.”

“My kids’ grades went up since we have access to the internet. Whenever they have a [homework] question, they ask. I’ll use YouTube for that.”

Everyone has a role to play in helping to make the value of smartphones more apparent to NIUs and to build up their digital confidence as they navigate the experience with gentle assistance. (See Designing for confidence and Teaching).

This would go a long way to clarify some of the perceptions they hold of smartphones, especially the ones that keep them back from engaging with their mobile devices and maximizing the full benefits of the internet: income opportunity, education, entertainment, and more.

Access

Internet access is a basic human right. But the goal of providing equitable and inclusive internet access to everyone remains unmet.

Building inclusive products

Conducting user research, whether it’s on-the-ground or virtual, helps designers better understand the people they aim to serve.

Content

Everyone should be able to find the info they need online, but not everyone can. Find out why.

Designing for confidence

Inclusive digital design can help novice internet users grow their digital confidence.

Ecosystems

Everybody who works in tech can help create a more inclusive, equitable internet for everyone, everywhere.

Financial inclusion

Financial inclusion goes beyond financial access. It’s about empowering, creating opportunities, and accelerating progress.

Growth in Africa

The growth of Africa’s internet economy will shape how everyone uses the internet in the future.

Hardware

The next billion internet users are mobile-first or mobile-only, which makes their smartphone a key part of their digital experience.

Immersion

Teams who immerse themselves in the communities they aim to reach are more likely to build successful products.

Jobs

Tech has the potential to fundamentally change the way employers and job-seekers interact in every kind of market.

Knowledge

It’s the tech community’s responsibility to support novice internet users as they learn how to be online.

Language

Most internet content is published in English. Learn how tech innovations are changing that.

Motorcycle Mode in Maps

Built for the next billion users, Motorcycle Mode in Google Maps shows how developers Google can improve existing services to meet evolving user needs.

Navigating a smartphone

From tapping, to pinching, to swiping, and more—developers can help unlock the value of a smartphone.

Optimizing for Offline

Novice internet users can better access the benefits of the internet with offline capabilities and “lite” versions of apps.

Privacy

We’re developing new ways to protect people’s privacy when they share devices with friends and family.

Questions

It’s our responsibility to help answer the questions of novice internet users—so they’re empowered when they go online.

Reality vs Perception

We’re helping educate novice internet users in order to prevent misconceptions and empower people when they spend time online.

Google Search is a key part of a novice internet user’s experience—providing access to everything from news, medical services, recipes, entertainment, and more.

Teaching

Novice internet users often learn how to use the internet and their smartphones through their friends and family. Learn more about their experiences.

Upboarding

Many novice internet users don’t know common digital symbols and functions. Upboarding helps grow digital literacy by meeting users where they are.

Voice

Developing enhancements for voice tools can help grow the internet and bring more people around the world online.

Women

The barriers women face are disproportionately higher compared to their male counterparts. We have the opportunity to empower women and help close the gap.