Can’t get online, can’t get by. That was the message behind this year’s Get Online Week, a national campaign led by Good Things Foundation, and one that really resonates with the work we do every day at Starting Point.

Throughout the week, we’ve been celebrating the difference that getting online can make to people’s lives, but we’ve also been asking some important questions about the barriers that still exist.

As part of our activities, we were delighted to welcome Lisa Smart, MP for Hazel Grove, to Starting Point, giving us an opportunity to share some of the experiences, frustrations and successes of people navigating an increasingly digital world.

Digital Breakthroughs and Digital Dilemmas

We brought together learners, Digital Champions and people with experience of supporting others to explore two sides of digital inclusion.

Our Digital Breakthroughs conversations focused on what’s working well. People shared examples of how technology was helping them manage their health, stay connected with family, save money and become more independent.

From checking NHS test results and managing prescriptions to paying in a cheque without visiting a bank, the benefits were often practical, everyday things that made a genuine difference.

We also heard about the importance of technology for people with limited mobility, carers who struggle to leave their homes and those who rely on video calls to stay connected with loved ones.

But our Digital Dilemmas conversations painted a more complicated picture.

People talked about confusing NHS appointment systems, apps that require repeated verification, passwords and passkeys, unreliable printers, poor mobile connectivity and the frustration of trying to speak to an actual human being when something goes wrong.

One participant summed up their experience of digital security with a simple observation:

“Passwords, passkeys, authenticator app, text codes. Too much!”

Another highlighted how digital-first services can create barriers rather than remove them, describing how their GP sends a text message containing a link to book an appointment, even when they’re standing in front of the receptionist.

These aren’t simply problems caused by people lacking digital skills. They’re often problems caused by the way services are designed.

Sometimes it’s the technology that needs to change, not the person

One of the strongest messages to emerge from our conversations was that digital inclusion isn’t just about teaching people how to use technology.

Of course, digital skills matter. Confidence matters. Having an affordable device and internet connection matters.

But we also need organisations to recognise that not everybody finds technology intuitive, not everybody has the same accessibility needs, and not everybody can navigate a complicated app simply because they’ve been given instructions.

Participants wanted simpler websites, less jargon, better customer support and, importantly, the option to speak to someone or access services in person.

We heard particular concerns about healthcare, where digital systems designed to improve efficiency can sometimes make accessing essential services more difficult.

And perhaps that’s one of the most important lessons from the week: we cannot solve digital exclusion through training alone. Digital services themselves need to be inclusive.

The power of a familiar face

Alongside the frustrations, there was a really positive message about what makes digital support successful.

People talked about the importance of patience, bringing their own phone or tablet to a session, learning at their own pace and having support from someone they already know and trust.

One contribution particularly stood out:

“Works well when you help someone who you’ve helped previously – relationship built.”

That really captures what Starting Point is about.

Our Digital Champions aren’t simply showing someone which buttons to press. They’re building relationships, creating safe spaces to ask questions and helping people develop the confidence to try things independently.

And confidence is powerful. Once somebody has successfully used one app, they may feel ready to try another. Once they’ve learned to recognise a scam, they may feel safer exploring online. Once they’ve experienced the benefits of technology, they’re often motivated to keep learning.

Taking local experiences into wider conversations

Welcoming Lisa Smart MP during Get Online Week was an important opportunity to bring these experiences into a wider conversation about digital inclusion.

Good Things Foundation’s latest research suggests that only one in three UK adults is comfortably online, with millions experiencing barriers or vulnerabilities despite already using the internet.

That’s something we see regularly at Starting Point. Digital exclusion isn’t always about somebody having no internet access or never having used a computer. It can be someone who uses WhatsApp every day but struggles to access their GP. Someone who can shop online but doesn’t feel confident completing a benefits application. Or someone who has a smartphone but cannot afford the data needed to use it.

These are the realities that need to inform how services are designed and delivered.

By sharing people’s lived experiences, we can help demonstrate why digital inclusion needs to be considered from the very beginning, rather than treated as an afterthought.

Get Online Week might last seven days, but our work continues

For us, Get Online Week has been an opportunity to celebrate the progress people are making, recognise the commitment of our Digital Champions and volunteers, and listen carefully to the challenges people still face.

It’s also been a reminder that digital inclusion isn’t about getting everybody to use every app or moving every service online.

It’s about giving people the skills, confidence, access and choice to participate in a digital society in a way that works for them.

Thank you to everyone who joined our conversations, shared their experiences and contributed ideas, and to Lisa Smart MP for visiting Starting Point during the week.

We’ll be taking these messages forward because, while technology has the potential to make life easier, it should never make accessing essential services harder.

And that’s a conversation worth continuing long after Get Online Week has finished.

Find out more about Get Online Week and the national campaign at Good Things Foundation.