Non-connected people include both – people who are temporarily or situationally excluded (e.g. device lost), people who use digital technologies but do not carry smartphones, people who for same reason have no internet connection even though they carry a smartphone and people who are unwilling or unable to use digital technologies.

On-site information access points (touchscreens, displays) in transport hubs or human support for shared mobility can in part mitigate the barriers these people face when  they wish to use such services. Yet it may not be enough since the service itself should take care of diverse needs and skills: except those unwilling to use digital services at all, all others will be involved in the INDIMO research in order to identify their needs. 

References:

https://en.unesco.org/sites/default/files/internet_universality_indicators_print.pdf