DEVELOPING PERSONAS TO HELP DESIGNERS TO UNDERSTAND DIGITAL EXCLUSION

Abstract Digital inclusion is becoming more important as many consumer products and engineered systems adopt increasingly digital interfaces. The designers of such services often assume that users have a certain level interface competence, but this not the case for users. In paper, we present set personas could help to better understand consider range expertise across population. are based on survey data from 338 people England Wales in 2019. examined various factors affect ability use interfaces, including technology experience, attitudes towards competence with basic operations. Twelve clusters were identified using K-means cluster analysis, twelve developed these. bring life highlight at risk exclusion. addition, sizes indicate proportion population represented by each persona thus scale potential