Mobile Phone Usage by Low Literate Users

Abstract

We describe a qualitative study conducted using Contextual Inquiry of 60 low-literate users in India. For the purpose of this study, we define low-literate as those users whose education is equal or more than Standard Four and less than or equal to Standard Eight in the Indian State education system. Our users were recruited primarily from the contractual house-keeping staff of a very large Private Organization and an Educational Institute (42 Male, 3 Female), household help (3 Female), drivers (5 Male), guards (1 Male), shopkeepers (1 Male, 1 Female) and homemakers (4 Female). Our objective was to develop an understanding of information security issues in the context of the mobile phone, identification of problems and design ideas for design of interventions. Our methodology included Contextual Inquiry and Analysis with notes pertaining to User Statements, Task Breakdowns, Observations and Design Ideas. The notes across the study were consolidated using Affinity Diagrams. We found that users have an elementary understanding of asset valuation and response. Literacy impedes adoption of an appropriate response to the threats using the mechanisms provided by the mobile phone since conceptual models are not clearly comprehended. It is also impeded because the users are unable to articulate a structured response to the landscape of threats. Due to the cognitive load induced by the possible factors which may get involved in risk articulation, users tend to adopt mitigation techniques propagated by the micro-networks without complete comprehension of risks or due analysis. Belief systems are more likely to drive a response than a more reasoned, well-aware response. Information or awareness is propagated via social mechanisms -- however, these are not necessarily correct most of the times, primarily due to the inappropriate conceptual models formulated. The interface and conceptual model complexity of a modern touch screen smartphone compounds matters. Mobile Learning aids or Gamification of concepts can help users adopt more appropriate response mechanism to perceived threats to privacy and security issues. Interfaces built with single sign-on, local language display and text input would also help in building more safe environments for users to use the mobile phone. While more-literate users are likely to mimic a 'plan-do-check-act' model low-literate are more likely to have a 'do' or a 'do' or a 'do-act' cycle due to non-awareness or non-comprehension of 'plan-check' components.