Digital Inclusion has come a long way—but the conversation is still often framed in terms of access and skills. Get people online. Teach them how to use the tools. Job done.

But what if we’ve been asking the wrong questions?

Rather than focusing solely on helping people adapt to digital systems, maybe we should be asking whether those systems are doing enough to adapt to people.

In this post, I want to explore a more imaginative, human-centred approach to digital inclusion—one that’s already taking root in the public sector and across civil society. It’s a shift from thinking about fixing people to fixing systems.

And while that shift may be more complex, costly, or time-consuming, it’s also more compassionate, more sustainable—and ultimately, more effective.

This isn’t about chasing shiny tech or ticking accessibility boxes. It’s about designing digital services that meet people where they are, especially those at the edges.

Over the next few sections, we’ll look at what that means in theory, how it shows up in practice, and what it could look like across sectors like education, membership, non-profits, and culture.

The Traditional Approach to Digital Inclusion

For years, digital inclusion has been seen through a fairly narrow lens. The focus has largely been on practical access: getting people online, teaching basic digital skills, handing out devices, and simplifying user interfaces. All of which are important – absolutely. But they’re not the whole story.

This approach often assumes that the problem lies with the individual: they don’t have the right kit, they haven’t had the right training, they’re not confident with tech – so we need to “fix” them. And once that’s done, they’ll be able to access the services they need, just like everyone else.

But here’s the thing: this mindset puts the burden on people to adapt to systems, rather than asking whether the systems themselves are working for the people they’re supposed to serve.

That’s where we need to start thinking differently.

The Shift: Lift the Experience for Everyone.

“Services Should Work for People, Not the Other Way Around”

In recent years, we’ve started to see a quiet revolution in the way digital inclusion is understood—particularly in the public sector and social innovation spaces. The big idea? Flip the script.

Instead of expecting people to become “digitally capable” in order to use the services they need, this new approach asks: what if the services were more capable of adapting to people’s real lives, needs, and contexts?

It’s a subtle shift, but a powerful one.

This perspective recognises that digital exclusion is often a symptom of broader social exclusion. So rather than building one-size-fits-all systems and expecting everyone to catch up, it’s about designing systems that flex around people.

That’s especially important for groups who are routinely left out or overlooked—people with disabilities, older adults, neurodiverse individuals, those with limited literacy or English, or anyone navigating unstable housing, insecure employment, or complex life circumstances.

It’s not just about access. It’s about dignity. And if we get it right, it doesn’t just help the margins—it lifts the experience for everyone.

What More Imaginative Approaches Look Like

So, what does it actually look like when we design digital inclusion around people, rather than pushing people to fit digital systems?

The most forward-thinking approaches borrow heavily from service design, co-creation, and ethnographic research. They start by getting curious—spending time with people, understanding their lives in context, and designing solutions that fit the grain of those realities, not the other way around.

Here are a few common threads running through this more imaginative, human-first approach:

1. Human-Centred Design

This is more than just “user-friendly.” It’s about designing with people, not just for them. That means involving real users—not idealised personas—in the design process and building services that reflect their actual lives, constraints, and priorities.

2. Blended Service Models

We can’t assume everyone wants—or is able—to engage digitally all the time. Hybrid services that mix online access with in-person support, community hubs, or telephone options offer flexibility and resilience. Inclusion doesn’t mean digital-only.

3. Trauma-Informed and Context-Aware Systems

For some, interacting with digital services can be more than inconvenient—it can be intimidating, alienating, or even triggering. Designing systems that are emotionally intelligent, culturally sensitive, and that understand power dynamics makes them safer and more accessible for those who’ve been let down before.

4. Designing for Edge Cases, Not Averages

Designing for the so-called “edge cases”—people with complex needs, chaotic lives, or low trust in institutions—doesn’t make services less efficient. In fact, it often surfaces better questions and leads to stronger, more flexible systems that serve everyone better.

5. Digital Inclusion as a Social Justice Issue

This is the shift in mindset we need. Digital exclusion isn’t just a tech problem; it’s a symptom of inequality. Framing digital access as a right—not a privilege—and recognising exclusion as systemic rather than personal helps organisations respond with care, not judgement.

Thought Leaders in This Space

This shift in thinking isn’t just theoretical—it’s already shaping how services are being designed and delivered across the UK. Here are a few inspiring examples:

CAST (Centre for the Acceleration of Social Technology)

CAST is still going strong, helping charities and social enterprises embed digital thinking into their strategy and service delivery. They support teams to adopt human-centred design, build digital confidence, and co-create more inclusive services. It’s all about putting people first, and tech second.
-> wearecast.org.uk

Catalyst

Catalyst provides practical, free support to charities looking to improve how they use digital. From tailored advice to connecting organisations with digital experts, their work is rooted in inclusion and collaboration. Catalyst has been instrumental in building a more connected and capable social sector.
-> thecatalyst.org.uk

Doteveryone (Legacy Resource)

Although Doteveryone closed its doors in 2020, its influence is still felt. The organisation pioneered much of the early work around tech ethics and inclusive design in the UK. Their research, tools, and provocations continue to inspire more thoughtful approaches to digital inclusion.
-> Doteveryone: Five Years of Fighting for Better Tech

The Scottish Government’s Digital Strategy

Scotland’s national digital strategy puts co-design and inclusive delivery front and centre. It’s a model for how governments can prioritise equity, ensuring that public services work for everyone, not just those already confident with digital.
-> Read more on the ALLIANCE website

UK Government’s Service Standard and Service Manual

The UK Government’s Service Standard sets the expectation that services must be inclusive from day one. The accompanying Service Manual offers guidance on designing for accessibility, supporting users with additional needs, and avoiding the trap of designing just for ‘typical’ users.
-> gov.uk Service Manual: Making your service more inclusive

What Digital Inclusion Looks Like in Practice

Digital inclusion isn’t one-size-fits-all. It looks different depending on the context—whether you’re supporting students, members, communities, or audiences.

But the common thread? Designing systems and services that meet people where they are, not where we assume they ought to be.

Below, we’ve explored what this shift could (and should) look like across the core sectors we work with—education, membership, non-profits, and culture.

Higher Education

Digital inclusion in higher education isn’t just about making lecture recordings available or ensuring your VLE meets accessibility standards. It’s about fundamentally rethinking how digital systems and services meet the full diversity of student needs—particularly those at the margins.

In practice, this means moving beyond compliance and towards compassion.

Imagine a student juggling caring responsibilities, a part-time job, and patchy Wi-Fi at home. Or a neurodivergent learner who finds standardised platforms overwhelming. Or an international student navigating a maze of admin systems that assume cultural knowledge they simply don’t have.

Digital inclusion here means designing university services that work with, not against, the complexity of people’s lives. That might look like:

  • Co-designing systems and tools with students from underrepresented backgrounds.
  • Offering truly blended models of learning and support—so students don’t have to choose between attending a workshop and caring for a sibling.
  • Building trauma-informed digital journeys, particularly in areas like mental health, financial aid, or disciplinary processes.
  • Ensuring systems are designed around moments that matter—accommodation, enrolment, access to wellbeing services—so students feel supported, not overwhelmed.

This isn’t just about student success—it’s about institutional resilience. Because when universities design for inclusion, they build systems that are more flexible, future-ready, and able to serve the whole student body—not just the digitally fluent few.

Membership Organisations

For membership organisations and professional associations, digital inclusion often starts with a tricky question: “Are we designing for our whole community—or just the ones who already show up, log in, and speak the language?”

The traditional model of member engagement tends to assume a certain level of digital literacy, professional confidence, and time. But what about members who don’t check in regularly, struggle with complex portals, or don’t feel like they fully belong?

Rethinking digital inclusion in this context means creating a membership experience that adapts to people’s lives—not just their LinkedIn profiles.

Here’s what that could look like:

  • Redesigning onboarding to support first-generation professionals, career changers, or members from underrepresented backgrounds who may not yet see themselves reflected in the community.
  • Offering hybrid routes to participation—combining digital tools with personal outreach, peer-led support, and community champions to build confidence and connection.
  • Simplifying platforms and language, so members can access value quickly without needing to decipher internal jargon or navigate multiple systems.
  • Co-creating benefits and experiences with a diverse cross-section of members—not just those on the committees or in the Slack group.

Done well, digital inclusion can be a powerful lever for retention, reactivation, and recruitment. It signals that you see your members, not just as data points or dues-payers, but as real people with different needs, contexts, and goals.

And in a time when professional identities are shifting and member expectations are rising, that level of care and responsiveness can be the difference between a static membership base—and a thriving, inclusive movement.

Charities and Non-Profits

For charities and non-profits, digital inclusion isn’t just a nice-to-have—it’s a matter of mission delivery. If your services, comms, or campaigns aren’t accessible to the people you serve, support, or advocate for… something’s gone wrong.

Many organisations have made huge strides in moving services online, especially post-pandemic. But too often, those digital tools are still shaped by internal structures, funder reporting needs, or assumed user behaviours—not the lived realities of the people they’re meant to help.

Rethinking digital inclusion in the third sector means flipping that around. It’s about designing with, not just for, the communities you serve.

That could mean:

  • Working with people with lived experience to co-design service journeys that are intuitive, compassionate, and safe.
  • Blending digital and face-to-face support, especially in areas like housing, mental health, or immigration advice where trust and nuance matter deeply.
  • Building tools that are accessible on low-cost devices or limited data plans, recognising that digital poverty is still a huge barrier for many.
  • Creating multilingual, plain-language content and embracing formats beyond text—like voice notes, video explainers, or community ambassadors who can guide people through systems in a more human way.

It also means investing in the digital confidence of your team and your community. Because inclusion isn’t just about the front-end experience—it’s about the culture and capability behind the scenes.

When charities take digital inclusion seriously, they don’t just improve access—they deepen trust, reach more people, and build services that are truly fit for purpose in an unequal world.

Museums and Galleries

For museums and galleries, digital inclusion is often seen through the lens of access to collections—digitising artefacts, offering virtual tours, or making websites screen-reader friendly. All valuable, but that’s just the beginning.

The real opportunity lies in reimagining how digital tools can help cultural spaces become more welcoming, participatory, and responsive to everyone, not just the usual visitors.

That means asking deeper questions:
Who gets to shape the narrative? Who feels invited in? And who is missing—not just from the galleries, but from the online experience too?

Here’s what more inclusive digital practice could look like:

  • Co-curating online content with underrepresented communities—sharing ownership of storytelling and interpretation.
  • Designing for different levels of digital access, with options for low-data experiences or on-site digital access points for those without devices at home.
  • Blending digital with physical experiences to support those with sensory needs, limited mobility, or social anxiety—before, during, and after a visit.
  • Building multilingual, culturally aware digital content that reflects the communities you serve—and want to reach.
  • Gamifying access or discovery in ways that don’t assume prior knowledge, academic interest, or digital fluency.

At their best, museums and galleries are spaces of curiosity, belonging, and connection. Digital inclusion is a way to extend that ethos—to make sure the stories you tell, and the ways you tell them, feel open and accessible to all.

Because culture should never be a members-only club.

Yes, It’s Harder. But It’s Also Smarter (and Fairer)

Let’s be honest: taking a more human-centred, inclusive approach to digital isn’t always the quickest or cheapest option.

It means investing time in co-creation. It means navigating complexity instead of designing for simplicity’s sake. It means challenging assumptions, rebuilding processes, and rethinking success metrics.

In short—it’s more work.

But it’s the right kind of work.

Because designing systems that flex around people—especially those at the edges—isn’t just an exercise in compassion. It’s a strategic move. It leads to services that are more resilient, more trusted, and more effective in the long run.

Still, the burden shouldn’t fall on individual organisations to reinvent the wheel.

This is where cross-sector collaboration really comes into its own. When universities, charities, professional bodies and cultural institutions share what they’re learning—what works, what doesn’t, and how they’re adapting—we all move forward faster.

We need more open-source tools. More shared research. More convening of practice. And more organisations willing to say: “We don’t have it all figured out—but we’re working on it.”

Digital inclusion isn’t a box to tick. It’s a shared journey. And like all journeys worth taking, it’s better when we don’t try to go it alone.

Where We Go From Here

If we want digital systems that serve people—not sideline them—we need to keep asking better questions. Not just about access, but about belonging, dignity, and agency. That’s the future of digital inclusion.

Whether you’re just starting out or already rethinking your approach, the work ahead is too important to go it alone.

We’ll be sharing more sector-specific posts, case studies, and frameworks over the coming weeks—so if this sparked something, stick around.

And if you’re ready to talk about what this looks like in your world, we’d love to have that conversation.