ConnectEd. – Digital Embrace Scotland
ConnectEd. is a self-initiated service design project I directed under supervision as part of my final year at the Glasgow School of Art. The project responds to the urgent need for digital inclusion among older adults in Scotland—particularly those aged 50–70—who are often overlooked in the fast-paced shift toward digital services.
In today’s world, digital access is no longer a luxury—it’s a necessity. From healthcare and banking to staying in touch with family, those without digital confidence face growing exclusion and disadvantage. My personal experience helping my own parents navigate the digital world sparked a deeper investigation into this issue and the systemic barriers that underpin it.
ConnectEd. is a 12-week in-store support programme, co-delivered by trained telecom staff and certified by the Scottish Government and Scotland’s Digital Inclusion Charter. The programme builds digital confidence through trust-based, human-centred support—reframing telecom retail environments as spaces for learning and care.
The project followed a full Double Diamond process, combining secondary research with rich primary engagement. I interviewed older adults, telecom sales teams, digital inclusion experts, and policy stakeholders to understand the realities and gaps in support. Co-design workshops with people aged 50–70 informed every touchpoint of the service—from language and tone of voice to emotional needs and motivation.
By centring empathy, lived experience, and collaboration, ConnectEd. demonstrates how design can meaningfully respond to social challenges. It invites telecom providers to be part of the solution—using their reach, spaces, and staff to build a more digitally inclusive Scotland.
This project has not only shaped my design practice by deepening my commitment to human-centred and socially responsive design, but has also allowed me to embody my own beliefs around empathy, equity, and the power of care in the design process.
