SINGAPORE PRISON SERVICE
‘How do we engage users and make them stick it through?’
Team: Four UX Designers
Platform: Tablet
Timeline: 3 weeks
Deliverables: Clickable high-fidelity prototype. MVP key features digitized and redesigned rehab booklet into e-learning platform, enhancing navigation, engagement, and comprehension.
MY ROLE
PROJECT MANAGEMENT / CLIENT ENGAGEMENT / END-TO-END UX PROCESS
I was responsible for both leading the UX testing to improve the product's relevance to user needs and managing the project, including engaging with the client throughout the process.
To ensure that our project had a solid foundation and a thorough understanding of the rehabilitation process for offenders, I conducted extensive research on both local and global practices.
To gain insights firsthand, I actively engaged with ex-offenders and professionals in the field through social media. By doing so, I was able to gather valuable feedback and insights from those who have experienced or work with the rehabilitation process.
THE CHALLENGE
How can we make the learning journey seamless and enjoyable for learners?
Our project was to design a learning application for Singapore Prison Service with the objective of creating an engaging and user-friendly learning experience.
Our goal was to motivate learners to stay focused and retain information while achieving their learning objectives.
Currently, the course is a mandatory requirement for selected individuals, but many users tend to go through the motions of completing the course without truly engaging with the content.
Our aim is to address this issue through digitalization and create a learning experience that is interesting and interactive enough to motivate users to engage with the course content.
*To comply with my non-disclosure agreement, I have omitted confidential information in this case study. The information in this case study is edited and may not necessarily reflect the current state of the project.
STARTING THE JOURNEY
Understanding the Rehabilitation Process
To gain a deeper understanding of prison rehabilitation processes, we conducted a study on Singapore's strategies for preventing reoffending and explored the various rehabilitation programs in place.
Our findings indicate that mindfulness-based interventions have proven effective in boosting self-esteem and facilitating cognitive behavioral interventions within correctional facilities.
After talking with the client and understanding their current situation, the main objective of developing a learning platform, was found to be more challenging than initially anticipated.
Roadblocks
The following challenges were encountered:
Creating a unique selling proposition to stand out among other available options on the tablet.
Providing learning content within the intranet and battery limitations of the tablet.
Limited exposure to recent technology due to sentence limitations may result in unfamiliarity with touch screen motions and gestures.
Interviewing this preselected group of users was a unique experience for our team, presenting new challenges as we were not in control of the selection process.
Nonetheless, we were excited to gain valuable insights from this group, the main key insights are as such.
THE DISCOVERY
Understanding the User
With every improvement, it's crucial to take into account the current infrastructure and potential limitations that may arise when proposing changes. During our collaboration with the client, we gained valuable insight into their pain points and constraints.
This experience taught us that proposing a solution was just one aspect; ensuring its feasibility within their existing setup was equally important.
The Approach
While learning is crucial, not everyone has the same passion or inclination for it. To drive mass adoption of our app, we recognized the need for a pull-factor beyond the learning aspect. This prompted us to explore the motivating factors of users in solitary confinement through interviews with both users and SPS psychologists.
Our study involved conducting 10 interviews with inmates from with varying levels of educations and of different risk profiles.
Understanding the Current Infrastructure
REFRAMING THE PROBLEM
Two Target Audience
Based on insights from the interview, we have identified target audiences for our learning platform, which we can focus on to improve engagement.
Making it easier to visualize we had name them as Tze Yang and Ismail.
Releasing soon after 3 years for drug-related violence, Tze Yang seeks support to build a better future for his family free of negative influences.
Uncomfortable sharing personal thoughts in physical booklet
Needs to make plans for life after prison
Not sure if his plan done on booklet is good enough
Releasing soon after 5 years for violent offense, Ismail is initially indifferent to the program but inspired by other ex-offenders. However, he lacks knowledge to begin his own journey.
Have difficulties in english
Overwhelmed by booklet's text, avoids reading
Needs to determine how to make a positive life change
How Can We Help
Upon further investigation into Tze Yang and Ismail's user journey, we discovered that both users experience fundamental confusion.
Tze Yang is unsure about the accuracy of his interpretations of the content, whereas Ismail faces difficulty in comprehending it.
Based off the problems we found, we started asking ourselves multiple questions, two questions started to stand out.
HMW guide Tze Yang through the Stay Safe Plan in the Get On Track Package?
HMW help Ismail understand the content in Get On Track?
THE DESIGN STRATEGY
Ensuring User Engagement, Clarity, Avoiding Confusion
Our user insights have highlighted that engaging users and preventing confusion while reviewing the content is a major challenge.
Therefore, in addition to developing new features, we've focused on improving information accessibility and engagement by utilizing information architecture and gamification strategies (Yu Kai Chou Octalysis framework).
THE SOLUTION
01 Interactive Learning to Increase Engagement
02 Gamification Features to Motivate Less Inclined Learners
03 Providing Bite Size Information and Clear Guidance
04 CBT Features to Support Holistic Growth and Self-therapy
Future Recommendations
So during the course of the three weeks, there were some things which were brought up but we have decided not to pursue for this first version prototype due to time constraints.
But some things that were brought up which may be suitable for consideration:
Audio feature on tablet:
Autoplay audio guide
Individual page audio guide buttons
Onboarding Process to inform users on the purpose of the program, how to utilise it and why it is relevant to them