The problem for field workers
Procedure-use-culture in most organizations is unhealthy, with many field workers finding procedures confusing or having no way to tell what content is up-to-date, relying instead on knowledge retained while on the job. This alone has the can cause both human error and millions in incident costs for an organization.
Oil & gas, power generation, food manufacturing, chemical processing and other deskless industries often have difficulty presenting content to their deskless workers that is easy-to-use and understand. If not in binders or cabinets, content at these organizations is stored within a document management system like SharePoint or Google Drive, with no actual improvement made over its paper predecessor. In deskless industries like aviation, human error alone by mid 2019 accounted for 49% of incidents.
Content presented this way does not appeal to modern learners in the new generation of workers, as their expectations for content are not what organizations are typically used to. These workers expect the systems and content they use in the workplace to function similarly to the systems and content used at home. When you search “how to build a shelf” online, you might find a video tutorial which is linked to an article containing an advertisement for shelves. This content is easy-to-use, related, and interactions are tracked from site to site. Today's modern learners know when content doesn't work the way they expect, as they are able to decide if content is for them within 7 seconds of viewing it, with 70% of users leaving that content if it is not optimized.
So how do organizations optimize their operational content and the way it’s delivered to their workforce? The first step is seeking digital transformation and a system which enables the user experience and human factors benefits needed to present useful, truly digital content. This system will be used by your workers every single day, so organizations should seek a system that will be easy-to-use and useful into the future, to reduce the likelihood of an incident.
The human experience honeycomb, created by designer and information architect Peter Morville, can guide designers and programmers when making a system or product which is user friendly. Similarly, this can be useful for organizations seeking a knowledge management system which adheres to user experience and human factor fundamentals.
Digital Triplet solutions, like AcceleratorKMS follow these fundamentals in order to present content to workers in a way that is obvious and makes sense.
- AcceleratorKMS is built for ease-of-use and interactivity. It functions similarly to many of the systems used by modern learners day-to-day and has social media inspired features making it very usable. Users can access content or procedures in the field and give feedback.
- The system is purpose-built to be useful for process industries. Its features are aimed towards connecting workers, creating efficiencies in processes, and reducing workplace incidents.
- AcceleratorKMS visually inviting and its functions/features are obvious to users, making is desirable.
- Content is related to equipment, assigned meta-data, and tracked, making it easily findable with a quick search. Content can be used on a mobile device and in the flow of work.
- The system is also very accessible. Use is not restricted by a user’s knowledge or abilities. Content guides users step-by-step without wall-of-words storytelling and uses standardized terminology. By eliminating wall-of-words storytelling, field workers always know where they left off on a procedure, and warnings for hazards are obvious.
- Finally, information within AcceleratorKMS is always truthful and credible. The feedback cycle ensures content is always up to date, and workers always see the latest version.
Want to find more ways to provide a better user experience for workers and reduce incidents? See what else a Digital Triplet solution like AcceleratorKMS can do.