As a country that transitions from the third world to first in a single generation, Singapore offers a unique business problem. There remains a certain demographic in our population that are computer illiterate and are resistant to adopt the ever-evolving technology. Yet, they are a pool of workforce that is responsible, matured, experienced, and readily available.
The project hopes to implement digitalisation in their processes so as to ensure business scalability.
The project identifies its end-user as mostly temporary workers in a competitive hiring environment. The situation means that the business cannot commit to enforcement, or create a sizable test subject. For that, we concentrate our effort in user experience by applying a simple question to the stakeholders: "can it be even simpler?".
This is supported by a complete strategy of training, incentives, materials, and support structure. We believe that the user experience does not end with a simpler interface design, it follows the whole process from onboarding, training, deployment, support, and remunerations. It was an uphill battle, but the project ended with 90% adoption rates for approximately 300 end-users in the field would consider as demographically difficult.
To implement a software to your end-user is only one step of the equation. There are peripheral support staffs that need to get onboard the system as well. Full-time staffs are better on the spectrum of computer literacy, but they also tend to require more complex functions and consequently more training hours.
Most digitalisation ideally requires core process changes, resulting in a transition period where operations are required to maintain both the original processes and the new system. This can mean an unsustainable workload, and it is imperative to keep transition manageable.
We work with different stakeholders and ensure that the initial design phases include their concerns and wishlists. We then explain the implications of the ideal situation and encourage buy-ins. The trick is to eliminate processes altogether. In this situation, the human resource team is required to create new users and add related information into the system (which they are already doing on spreadsheets), but the monthly payroll processes became fully automated as operation data are fully captured.