Navigating Adoption by Global South Users: The Case of Wikimedia Volunteers: Why It Is Important for Global Organizations to Accommodate Inclusive Research Teams

Abstract

This case study explores the impact YUX, a pan-African UX research and design agency, had on the Wikimedia Foundation's (WMF) work with volunteer communities in Africa. After an overview of WMF's motivation for focusing on the Global South and a description of the teams and the research methodology, it focuses on the insights that changed how WMF supports its organizer community, and how differences in positionality sparked debate. Key insights include developing non-digital solutions, acknowledging that African participants leverage their volunteer work for personal growth, and addressing the uneven perception of Wikipedia as a neutral source of information.

Constructive debate arose because the WMF team had little knowledge of Africa, which obliged the African researchers to be comparative-cultural experts and ethical champions. Although the emic perspective had been sought after, ultimately the more complex solutions the research recommended, such as enabling organizers to collect phone numbers, were not prioritized. Other recommendations were followed through on and the research led WMF to launch a community-support group dedicated to African Wikipedia volunteers, and contributed to leveling up how WMF supports its volunteer community globally.