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How can you design tasks for users with low or high digital literacy?

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Usability testing is a method of evaluating how well users can interact with a product, service, or system. It involves observing and interviewing users as they perform tasks that reflect their goals and needs. However, not all users have the same level of digital literacy, which is the ability to use and understand digital technologies. In this article, you will learn how to design tasks for users with low or high digital literacy, and why it is important to consider their different challenges and preferences.

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Silvio Nocilla

Senior Lecturer MCAST IICT
Adam Nemeth

Product Discovery Strategist for User-Centered B2B/SaaS | Digitalization | AI | UCD

1 Why digital literacy matters

Digital literacy affects how users perceive, process, and perform tasks on digital platforms. Users with low digital literacy may have difficulties with navigation, terminology, layout, or functionality, and may need more guidance and support. Users with high digital literacy may have higher expectations, preferences, and confidence, and may seek more efficiency and customization. Therefore, designing tasks that match the digital literacy level of your target users can help you gain more accurate and relevant insights from your usability testing.

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Paul Sweatte
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Literacy awareness in the digital context has a direct impact on education, both formal and informal. Users may not know their own digital literacy level, so showing a video and asking users to rate the ease or complexity of the task shown would be a great way to do a self-assessment of the task at hand in real time.

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2 How to assess digital literacy

Before you design tasks for your usability testing, you need to have a clear idea of who your users are and what their digital literacy level is. You can use various methods to assess digital literacy, such as surveys, interviews, personas, or scenarios. For example, you can ask users about their frequency, purpose, and comfort level of using digital devices and platforms, or you can create personas that represent different digital literacy profiles based on your research. You can also use scenarios to test how users would approach a specific task or problem on a digital platform.

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Paul Sweatte
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The simplest assessment is to do a word association exercise. By collecting the responses to the words provided, you can assess how many users are on each level, and proceed from there.

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3 How to design tasks for low digital literacy

When designing tasks for users with low digital literacy, you should consider their needs, goals, and limitations. Aim to create tasks that are simple, clear, realistic, and relevant. To achieve this, use plain language that avoids jargon or technical terms. Provide clear instructions and expectations that explain what the user needs to do, why, and how. Break down complex tasks into smaller and easier steps to guide the user through the process. Utilize visual cues and feedback to help the user navigate, understand, and complete the task. Additionally, avoid tasks that require advanced skills or knowledge such as searching, filtering, or customizing.

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Silvio Nocilla

Senior Lecturer MCAST IICT
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The importance of the interaction between digital literacy and rules for the usability of online material is crucial.?Since 1997 new research has been targeting inclusivity for users with lower levels of literacy. Designing for low digital literacy users is underscored, emphasizing the need to understand their internet activity patterns. This promotes the adoption of a user-centered design approach, which incorporates specific personas and relevant data that guide the development process. In the end, the objective is to develop digital experiences that are both inclusive and accessible, in accordance with the capabilities of users whose levels of digital literacy range widely.

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Paul Sweatte
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Metaphors from other media can be used with a user interface as audio or visual cues to create a skeuomorphic or diegetic introduction to the digital landscape by bridging the gap between the past and the future, the known and the unknown, the familiar and the unfamiliar.

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4 How to design tasks for high digital literacy

When you design tasks for users with high digital literacy, you should consider their expectations, preferences, and confidence. Aim to create tasks that are challenging, engaging, realistic, and relevant. To do this, use specific and precise language that reflects the user's domain knowledge and terminology. Provide minimal instructions and expectations so the user can explore and discover the task on their own. You can also combine multiple tasks into one complex scenario to test the user's problem-solving and decision-making skills. Additionally, use interactive and dynamic features and feedback to enhance the user experience. Finally, encourage tasks that require advanced skills or knowledge such as searching, filtering, or customizing.

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Paul Sweatte
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Tasks which require a specific level of domain knowledge, such as legal research, should be designed with an interface which accounts for the specializations that exist, whether they be based on experience, certifications, or geography.

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5 How to evaluate tasks for different digital literacy levels

After you design tasks for different digital literacy levels, you need to evaluate how well they work for your usability testing. You can use various methods to evaluate tasks, such as pilot testing, expert review, or heuristic evaluation. For example, you can test your tasks with a small sample of users with different digital literacy levels and observe how they perform, or you can ask an expert to review your tasks and provide feedback. You can also use heuristic evaluation to check your tasks against a set of usability principles and criteria.

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Paul Sweatte
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Tasks for different literacy levels should have relevant rewards, such as a gift card for adults versus a cartoon for children. By setting the goal in mind, task completion can be measured in the context of an extrinsic motivating factor.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Adam Nemeth

Product Discovery Strategist for User-Centered B2B/SaaS | Digitalization | AI | UCD
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Usually, people with low digital literacy are more prone to errors than their high literacy counterparts. Therefore, while minor usability issues might not stop the latter from finishing tasks efficiently, it might stop users with low digital literacy to effectively use the system for given use cases. It is common that the complexity of the task at hand is a natural part of the user need, and it is independent from the digital literacy of the person trying to achieve it.

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How can you design tasks for users with low or high digital literacy?

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3

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5

6

1 Why digital literacy matters

2 How to assess digital literacy

3 How to design tasks for low digital literacy

4 How to design tasks for high digital literacy

5 How to evaluate tasks for different digital literacy levels

6 Here’s what else to consider

Usability Testing

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How can you design tasks for users with low or high digital literacy?

1

2

3

4

5

6

1 Why digital literacy matters

2 How to assess digital literacy

3 How to design tasks for low digital literacy

4 How to design tasks for high digital literacy

5 How to evaluate tasks for different digital literacy levels

6 Here’s what else to consider

Usability Testing

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