NIUs face a unique set of challenges as they learn to navigate their devices and the internet due to their low digital literacy and confidence. When it comes to teaching them how to use a new product, it helps to shift from an onboarding mindset to what we call “upboarding”.
Onboarding is traditionally a process suited for users with prior digital experience, who are accustomed to learning by exploring. During our immersion research, we found that NIUs do not have much digital experience and need more continuous and self-reinforcing instruction as they build their digital confidence over time. They are also less likely to explore a product or technology by themselves.