The impact of digital inclusion - read Natalie's story

July 12, 2023

Natalie, a 54-year-old woman from London, heard about the Digital Helpline through her family and friends. She had a device, but her current internet package was not sustainable, which made it difficult for her to get online.

Although the Digital Helpline is a service provided by Lloyds Banking Group, to get her started, Natalie was gifted a sim card provided by Vodafone’s everyone.connected programme. This shows the connection between the multiple services that We Are Digital offer, in partnership with Lloyds and Vodafone.

Natalie was assigned Madeleine as her trainer. During the training session, Madeleine listened to Natalie's needs and concerns and addressed them by helping her to get online easily using her device.

Madeleine recognised that Natalie already had some basic device knowledge, so tailored the training to suit her level of expertise. Madeleine taught her how to use different apps and showed her how to browse the internet, which was Natalie's primary focus.

Natalie was pleased with her progress and was eager to explore more of what the internet had to offer.

With Madeleine's support, she was able to transfer money via an app - a new experience for her! Natalie was delighted to discover that she could use her new skills to manage her finances more effectively.

“I felt like I have got something out of the training, the trainer guided me through it and answered my questions. So I feel more confident now.”

She was grateful to have access to the Digital Helpline and felt that it had helped her to become more connected with the digital world.

Natalie's story demonstrates the importance of digital inclusion. By providing access to technology and training, the Digital Helpline was able to empower Natalie and give her the skills she needed to thrive in the digital world.

The Digital Helpline aims to make a positive impact on people's lives by providing them with the tools they need to succeed in the digital world. Natalie’s success story is an example of how the Digital Helpline can provide valuable support to those who need it.

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