Beyond the Screen

Beyond the Screen: The Human Cost of Digital Barriers

Just before Christmas we spent time with someone who was  trying to do two things most of us take for granted: access their bank account and use the bus.

This person had a new phone. The “simple” security checks for the newly installed bank app were anything but. To verify their account, they had to record a video reading out numbers. But language and literacy barriers meant they couldn’t read the English numbers on the screen. We tried hand signals, but the timer ran out. We tried again and again. It felt like a mission just to prove this person existed. But eventually we got there.

Then came the bus ticket, a digital bus pass that wouldn’t transfer because they’d reached a “limit” on the number of transfers. We had to call the bus company. Again it was time consuming and not straightforward.

The relief and the smile on the client’s face when it was finally sorted told the whole story. Without support, they would have been stranded and penniless for weeks over the Christmas period.

In our rush to digitise everything, we can’t forget the folks being left behind by language and tech barriers. Integration isn’t just about learning a language; it’s about being able to navigate the “basic” requirements of life.

The Wider Context

This story isn’t an isolated incident. It’s something we see every day at the advice centre. There’s many reasons for this, here are just a few:

• Language Barriers: Security features like voice or video recognition don’t always recognise a Scottish accent, let alone the speech of non-native speakers.  This can lead to a convoluted and time consuming process of trying to speak to a human where, again, accents, language barriers and literacy can become obstacles.

• Hardware Hurdles: Some people rely on older or second-hand phones that struggle with high-bandwidth apps or face software “transfer limits”. In addition, just because someone might have a smart phone that doesn’t mean they know how to use it like a pocket sized computer. This is something that many digital services wrongly assume.

• Age Discrimination: Demographics show the UK has a growing aging population. Our experience sees this demographic struggling with digital barriers.  If they didn’t have the digital expertise before, it’s even harder to keep up with fast pace changes. It creates a type of ‘digital’ confusion. One example of this is an older couple struggling to understand why they need an e-visa. The implications of this are creating a situation similar to Windrush where those who have held Indefinite Leave to Remain for decades lack a digital record or the original passport with the stamp.  They are left in a very vulnerable position, stuck in a terrifying legal limbo.
• Digital Awareness: One big obstacle is systems that require the user to keep the same email address and mobile number. Not everyone keeps a digital identity for life. When a phone is lost or replaced, and a user realises their passwords were stored on the old device, they find themselves locked out.  Creating a new email seems like a easy solution but many systems aren’t built for this digital fluidity, making it difficult to update services like Universal Credit. This can lead to lots of extra steps, delayed payments and financial hardship.

• Digital Literacy: Ever have a parcel go missing for a notorious delivery company that starts with an E? Even tech-savvy individuals can be defeated by rigid UI (User Interface) design that offers no “human” fallback when things go wrong, creating frustration and burning precious resources such as time. 

Why it Matters (The Impact)

These “minor” tech glitches or anomalies might not impact the majority, but they do impact a sizeable and growing minority of the population. This can lead to:

• Financial Instability: Being unable to access money for food or rent.

• Social Isolation: Being unable to use public transport to reach appointments, community groups, or English classes.

• Mental Toll: The stress of feeling “locked out” of society.

• Increased Pressure: Advice Centres and 3rd sector organisations are spending increased resources trying to bridge this gap.

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What would help?

Technology should open doors, not lock them. In our rush to digitise everything, we must be mindful of all users. Inclusive design isn’t just about big buttons and high contrast; it’s about ensuring that a language, literacy or age barriers don’t become a barrier to basic human rights.

Help us keep the doors open:  At The Well, we believe that everyone should be able to access the basic requirements needed to live their life, regardless of their tech skills or the language they speak. Our team works every day to bridge this gap, but we can’t do it without your support.

• Share this post: Help us raise awareness of the “digital invisible wall.”

• Donate: Your contributions allow us to provide the 1-to-1 support that turns a “Computer Says No” into a “Yes.”  https://thewell.org.uk/donate/

• Volunteer: If you have digital skills and a heart for people, we’d love to hear from you. info@thewell.org.uk