Designing Digital Products for Illiterate Users in Sierra Leone

Introduction

Day by day we are becoming more dependent on digital products to be able to achieve more and more tasks, for example an individual can buy whatever his heart desires through a mobile application or even can apply for a governmental document through a website which would have been impossible 10 years ago. Most people are benefiting from this rapid advancement. However, with approximately 775 million people worldwide lacking basic literacy skills this advancement presents a significant issue.

Sierra Leone has a significant percentage of its population with limited literacy skills. According to UNESCO, the adult literacy rate in Sierra Leone is around 43%, with an even lower percentage among women and rural communities. Despite this, digital technology is becoming more widespread, with mobile phone penetration reaching approximately 85%. Designing digital products that cater to illiterate users requires a deep understanding of cultural, linguistic, and technical challenges. This guide provides practical insights into creating inclusive digital experiences that accommodate Sierra Leonean users with low literacy levels.

Personas

1. Mariama: Mariama is a 35-year-old single mother who works as a genitor in a local school. She dropped out of school in the class six (6) due to financial difficulties, and has struggled with illiteracy ever since. She is interested in finding ways to improve her reading and writing skills, but is hesitant to seek help due to shame and a lack of time and resources.

2. Alie: Alie is a 25-year-old refugee who fled his village due to eleven years civil war in Sierra Leone and seek asylum in Liberia. He never had the opportunity to attend school, and is illiterate in both his native language and English. He is eager to learn and integrate into his new community, but faces many challenges due to his lack of literacy skills.

3. Hassan: Hassan is a 40-year-old Keke (Tricycle) rider who grew up in a poor a rural community. He never had the opportunity to attend school. He is interested in learning to read and write, but is hesitant to seek help due to a lack of time and resources.

4. Mama Musu: Mama Musu is a 60-year-old grandmother who never had the opportunity to attend school due to poverty and gender discrimination.

Understanding the Target Users

Demographics and Cultural Context

• Many illiterate users in Sierra Leone rely on oral communication, often speaking Krio, Mende, Temne, or other local languages.
• Traditional hierarchies and communal decision-making play a role in technology adoption.
• Radio remains a primary source of information, indicating a preference for audio-based content.
• Religious and cultural values influence how people interact with technology.

Key Design Considerations

Linguistic Challenges and Solutions

Prioritize Audio and Voice-Based Interfaces

• Use interactive voice response (IVR) systems for navigation.
• Implement text-to-speech (TTS) and speech-to-text (STT) functionalities.

Use Pictorial and Icon-Based Navigation

• Leverage familiar symbols and culturally relevant icons to guide users.
• Example: Agricultural apps like Esoko in Ghana use images of crops instead of text for farmers to access information.

Support Local Languages

• Offer Krio and major indigenous languages in voice prompts.
• Reduce reliance on written instructions and simplify any necessary text using phonetic Krio.

Technical Constraints and Accessibility

Design for Feature Phones and Low-Tech Environments

• Ensure compatibility with USSD and SMS-based interfaces.
• Develop lightweight apps that do not require high-speed internet.
• Example: The mHero health communication system operates via SMS for community health workers.

Leverage Community Networks for Digital Literacy

• Use peer-to-peer training models to introduce digital tools.
• Collaborate with local organizations to facilitate workshops and awareness campaigns.

Enhance Usability Through Simplicity

• Reduce cognitive load by limiting choices per screen.
• Ensure clear call-to-action buttons with color-coded or voice-assisted functions.

Visual Design and Interaction

1. Use High-Contrast and Simple UI Elements

o Employ bold colors and high contrast to differentiate key functions.

o Large touch-friendly buttons reduce the likelihood of input errors.

o Example: Mobile banking apps with distinct icons for deposits, withdrawals, and transfers.

2. Employ Sequential Task Flows

o Structure actions in a step-by-step manner to minimize confusion.

o Example: A voice-guided tutorial explaining how to send money via mobile wallets.

3. Incorporate Haptic and Audio Feedback

o Vibrations and sound confirmations can provide real-time interaction feedback.

o Example: Phones vibrating when a transaction is successfully completed.

4. Minimize Text and Use Simple Language

o Where text is necessary, use simple, familiar words or phrases in Krio.

o Example: Instead of “Transaction Pending,” use “Wait Small” to indicate processing.

5. Gamification and Interactive Learning

o Introduce interactive tutorials that mimic real-world use cases.

o Example: A short animation demonstrating how to check a mobile balance.

Practical Implementation Strategies

Mobile Money and Financial Inclusion

1. Biometric Authentication for Security

o Implement fingerprint or facial recognition for authentication instead of PIN-based access.

o Helps users who struggle to remember passwords or numerical inputs.

2. Agent-Assisted Transactions

o Establish agent networks where users can complete transactions through trained representatives.

o Example: Mobile money kiosks in rural areas where users verbally instruct agents to send money.

3. Voice-Based Financial Transactions

o Introduce voice-command features for checking balances and making transfers.

o Example: A user saying “Send Le 50,000 to Musa” instead of navigating a menu.

Healthcare

1. AI-Powered Voice Bots for Health Guidance

o Develop AI-driven chatbots that provide health information in Krio and local dialects.

o Example: A voice bot guiding pregnant women on prenatal care.

2. QR Code-Based Patient Records

o Use QR codes linked to voice-based medical histories.

o Example: A community health worker scanning a QR code to retrieve a patient’s vaccination history.

3. Audio-Based Health Awareness Campaigns

o Disseminate voice messages via mobile networks for preventive healthcare education.

o Example: SMS voice messages reminding parents to vaccinate children.

Agricultural and Market Platforms

1. USSD-Based Agricultural Advisory Services

o Provide pre-recorded voice messages offering daily market prices and weather updates.

o Example: Farmers dialing a short USSD code to hear crop prices in their language.

2. Pictorial-Based Marketplaces

o Design online marketplaces using images instead of text for navigation.

o Example: A farmer selecting a crop image to see current prices instead of reading a price list.

3. Community Radio Integration

o Partner with local radio stations to provide digital product tutorials in local dialects.

o Example: A 10-minute daily segment explaining how to use a farming app via radio discussions.

Challenges

· People who are illiterate may have difficulty navigating through digital products, especially if the product relies heavily on text-based instructions.

· People who are illiterate may have difficulty understanding written instructions or guidance on how to use digital products.

· People who are illiterate may have difficulty inputting information into digital products, particularly if the product requires the user to type or write out responses.

· Some digital products may not have accessibility options, such as text-to-speech or audio guidance, that could help people with illiteracy use the product more effectively.

· People who are illiterate may have limited access to education and training on how to use digital products, which can make it more difficult for them to gain the skills and knowledge needed to effectively use these technologies.

Opportunities

• Digital products can be designed to accept input through methods other than typing or writing, such as voice recognition or touch gestures.
• Digital products can offer audio guidance and assistance to help people with illiteracy navigate and use the product. This could include text-to-speech for written instructions or audio prompts for actions the user needs to take.
• Digital products can include accessibility options, such as text-to-speech or audio guidance, to help people with illiteracy use the product more effectively.
• Providing education and training on how to use digital products can help people with illiteracy gain the skills and knowledge they need to effectively use these technologies. This could include classes or workshops specifically designed for people with illiteracy or training programs that incorporate accessible design principles.
• Digital product developers can partner with organizations that serve people with illiteracy to better understand the needs of this population and design products that are more accessible and user-friendly for them.

Conclusion

Designing digital products for illiterate users in Sierra Leone requires a multi-faceted approach that prioritizes audio-based interactions, pictorial representations, and simplified navigation. Understanding cultural and linguistic dynamics ensures that digital solutions are accessible and practical. By embracing inclusive design principles, businesses, NGOs, and government agencies can drive meaningful digital adoption, bridging the literacy gap and fostering socio-economic development.