In a world where more and more essential services are moving online, being able to confidently use a smartphone isn’t a luxury — it’s a lifeline. But here’s the thing: not everyone can download an app — and that’s not their fault.
As government and healthcare services like the NHS move to digital platforms, there’s often an unspoken assumption that everyone can “just figure it out.” But for many older adults, the basics — downloading apps, setting up logins, resetting passwords — can be confusing, stressful, and at times, completely inaccessible. Let’s be honest: even for those of us who are comfortable with technology, these tasks can still be frustrating.Now imagine you’re new to all of it, trying to learn from scratch.
At Chatsie, we believe technology should empower, not exclude.The shift to digital is a good thing — it’s efficient, scalable, and often more convenient. But if we don’t bring everyone along for the ride, we risk deepening inequalities and increasing dependence on others for basic needs like repeat prescriptions or GP appointments. That’s why our approach to tech support is proactive and personal.
One of the small but powerful ways we support our customers is by pre-downloading key apps, like the NHS app, before the phone even leaves our hands. We also place it front and centre in their shortcuts menu so it’s easy to access.
When something important — like managing your health — is just one tap away, it becomes part of your routine. It becomes familiar. And most importantly, it becomes yours to control.
Our support team doesn’t just help people use smartphones. They make our customers feel confident, respected, and independent. They set things up like they would for their own parents or grandparents.
We’re proud of the way they show up for our users — patiently, kindly, and without assumptions. Because real digital inclusion isn’t just about fancy devices. It’s about people. And how we support them every step of the way.
