Marge is a 64-year-old living in London. She had recently acquired digital equipment but was struggling to gain the confidence to use it. She felt lost and intimidated by the technology and was afraid to break something or lose important information.
After being referred to the Digital Helpline, Marge was assigned to Ayshah who worked with her during a two-hour digital training session.
Ayshah began by conducting an assessment of Marge's needs and skills. She identified that Marge needed help with setting up her device, getting online, and online safety. Ayshah put together a training plan that would help Marge.
Staying safe online was a topic of concern for Marge, so Ayshah taught her the importance of creating strong passwords and not sharing any personal information. Information about avoiding online scams and how to stay protected from viruses helped her digital journey.
Initially, Marge was hesitant and unsure of what to do, but by delivering the training patiently and at a pace that worked for her, she was able to move on to the next step comfortably. Not only was Marge able to achieve her initial goals, but she was also able to explore new avenues of learning.
“Thank you for helping. I didn’t know what happened and I couldn’t get online. I’m so happy you have helped me now with this.”
The Digital Helpline provided by Lloyds Banking Group is delivered in partnership with We Are Digital. The partnership aims to make a positive impact on people's lives by providing them with the tools they need to succeed in the digital world.
Marge's story highlights the benefits of seeking assistance when struggling with digital technology and, whilst this is often neglected, it can make a huge difference.