With such a variety of people coming into contact with its projects across the country, it was difficult for Osborne to understand where there were opportunities to improve. The challenge was to provide a method of capturing ideas from a user, regardless of where they have the idea, or spot the opportunity, in a way that is so easy to use that they would not want to do it any other way.
The opportunities or ideas to be captured focussed on delivering a benefit to Osborne’s customers and, in-turn, their customers. They could include ideas to improve health and safety at project sites during creation and construction, but also include identifying new projects and business opportunities.
Osborne initially developed an in-house solution and created a web portal to enable staff to record opportunities for improvement. By setting up this system, Osborne gained greater visibility over projects and established a streamlined way of viewing and addressing raised health and safety concerns as well as a way to collaborate and forward information between relevant departments.
While the in-house solution was a good first step into collecting improvement opportunities information, and initial employee feedback was positive, it was clear that greater adoption of the solution was required to generate the level of feedback Osborne was looking to collect across all people and projects to deliver business value.
Osborne had identified several key barriers to adoption:
- The time taken to log improvement opportunities: Users were subject to a delay between identifying an issue and being able to log it on the portal which required access to a desktop/laptop computer. This proved to be a barrier to capturing issues on site.
Internet connection was always required: At some construction sites employees struggled to get a stable signal or any connection at all, thus rendering the portal unusable.
- Limited user-base: The portal was only available for employees which meant that Osborne was missing out on a wealth of information from experienced and reliable sources such as contractors and clients.
- Difficulty of providing evidence: Users were unable to evidence their ideas easily through images or location information.
With the objective of establishing the easiest way to capture and share improvement opportunities, Osborne went to tender and following an RFP and presentation process, Mubaloo was awarded the contract to build a wrapped mobile app based on our experience in creating high quality, reliable, enterprise apps.
“Mubaloo demonstrated a better focus on user experience than the competition. The quality in design would make people want to use the app time and time again”
Rennie Chadwick, Innovation & Performance Director at Osborne