“I have just created something totally illogical.”
If you have read to this point, then I hope that you know where I am going with this post. The paper process was simpler than the new process with the mobile app.
First, the paper safety cards are available in multiple areas in a location, plus the majority generally carry them on person. Workers can actually fill out the card when they see the issue. With the new process, the potential hazard cannot be documented when it is observed, the worker has to find the iPad at the location.
Second, there is no security protocol required to fill out a paper card. Actually they encourage their contractors and even visitors to fill one out. That will not be possible with the new mobile system. The mobile phone already has a finger print scan or pin. To ask for another user ID and password with two-factor authentication to fill out a safety card is an overkill.
Third, the workers could answer the four questions rather quickly, enter their name and department, and where they saw the potential hazard. In responding to the 20+ questions on the mobile app, the workers felt like they were taking an exam.
Change is hard, especially for enterprise mobility adoption
We all know that change is always hard – even if it makes life easy, people resist it. That is natural human behavior. If the intent of this mobile app was to replace the paper process to simplify it, this company definitely went out of their way to make the new process harder.
The IT group focused on the things that matter most to them: ensuring security, capturing data for analytics and managing the cost of deploying mobile devices. What was very clear in this case was that no one in the IT group completed the paper safety card, ever. If IT did not experience the current process, its shortcomings and challenges, then how can they design something that can make it simpler for the users?
When it comes to mobility, the KISS principle applies. And users will decide if it is worth their effort to change.
(enjoying the Field of Dreams quotes? Find more here!)