Questions

Low digital literacy and confidence often make it difficult for NIUs to fully grasp the capabilities of the smartphone and the internet. NIUs have questions about both concepts that range from the complex to the extremely fundamental. This lack of understanding prevents them from exploring on their own – mostly out of fear they might make a mistake that would “break” their phone – causing them to use only a small fraction of their phone’s functions and features. (See Navigating a smartphone).

Their questions, in fact, tell a story that reveals their concerns, preconceived notions, and other uncertainties and, at times, demonstrate how deep our own assumptions run and how wide the gap between those assumptions and the NIUs’ reality is.

Why is the phone so abstract? I like apps that use real world images and simple, natural language. By the way, what is an account?

Questions about the nature of an “account” are something we often hear from NIUs in our interactions with them. The question speaks not just to the definitions of an account but likely also to the trepidation about committing to an account or transacting with one. Accounts require personal information. Some involve financial data or complicated terms and conditions. Any of these could be why an NIU might hesitate when confronted by an account.

I know to hit the red button to hang up a call. But there’s so many new things to understand — it’s overwhelming.

Something as straightforward as a phone call can cause questions. Not so long ago, for example, phones didn’t require an “enter” operation — there was no green “call” button. Today, other “new things”' include inputting a contact on the phone, hands-free calling, and call waiting — all of which can all be a source of confusion.

I don’t explore outside of what I’m shown. I don’t know what most other apps and buttons do, so I often avoid them. Maybe what I know now is enough for me.

The concept of an “app” can also raise questions. What is it? What does it cost? How do I download it? Where is it stored? How much data does it require? And beyond all that, does an app add value to my life?

As part of a campaign we launched in 2021, we partnered with local social media influencers in NBU countries to create videos to teach NIUs how to better use their smartphones. The videos answer questions like “What is storage space?” and “What do you do when you are running out of space?” and “Are there apps that can help you free up space?” — all topics that even experienced users could afford to know more about. But the videos also provide answers to fundamental queries like “How do you use a touchscreen?” and “Why do you need an email address?”

NIUs will have questions at every step along their digital journey. It’s our responsibility to address those questions with patience, respect and empathy, building their confidence and empowering them as they become experienced users, and pass their knowledge to others in turn.

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.