Developing user-centric digital solutions for BHP Standardised Work App and Starter Kit
BHP embarked on a digital transformation project to replace their paper-based work instructions and improve their workflow with two iPad apps—Standardised Work App (SWA) and Starter Kit.
The SWA was designed to provide step-by-step instructions to mining workers, improving task execution and ensuring quality in varied workplace conditions.
The Starter Kit enabled workers to identify workflow inefficiencies, document them using video and tagging, and propose improvements. Both apps aimed to streamline processes, reduce cognitive overload, and enhance communication between workers and supervisors, ensuring continuous improvement in BHP’s mining operations.
The approach
To ensure a comprehensive understanding of the project requirements, we facilitated a three-day kickoff workshop with BHP stakeholders.
This workshop aimed to align everyone on key aspects of the project, including a thorough examination of the paper-based work instructions, how they were used by various user groups, and the overall project vision. During the sessions, we explored the drivers, goals, constraints, and potential blockers to ensure clarity and identify challenges early in the process.
Following the workshop, we conducted an audit of the paper-based content to identify gaps and opportunities for improvement.
Additionally, we carried out on-site interviews at the mining locations, engaging a diverse group of users.
These interviews provided insights into the existing technologies in use, workers' comfort levels with those technologies, and their understanding of standardised work processes.
We also explored key considerations such as how varying work environments affected task performance, the frequency and duration of tasks, and the variations in workflows across different roles. This research allowed us to build a user-centered design that addressed the real-world challenges faced by mining workers.
The subsequent findings informed the interface design process, which is detailed below.
Scope
UX facilitation
Cross-collaboration
User research and synthesis
Information architecture
Rapid prototyping and user interface
Usability heuristics
The End-to-End Process for Both Apps
Kickoff Workshops & Stakeholder Alignment: Initiated the project with a three-day workshop to align BHP stakeholders on project requirements, focusing on paper-based work instructions and their usage among key user groups while identifying the project vision, goals, constraints, and potential blockers.
Audit of Existing Content: Conducted an audit of the paper-based work instructions to identify gaps and opportunities for improvement, establishing a foundation for both the Standardised Work App (SWA) and the Starter Kit.
User Research & Contextual Understanding: Through contextual research and interviews with diverse workers at mining sites, we gained insights into technology use, comfort levels, and understanding of standardised work processes, as well as how varying conditions affected task execution and workflows.
Synthesis of Findings & Ideation: We synthesised research findings to identify common pain points and workflow inefficiencies, informing the establishment of usability heuristics to ensure both apps effectively meet user needs.
Designing Information Architecture (IA): Based on our insights, I designed the Information Architecture for both apps to streamline navigation and enhance user experience, prioritizing key information for intuitive workflows.
Wireframing & Prototyping: I created wireframes that reflected the streamlined IA and emphasised ease of use. Collaboration with UI designers and developers ensured the prototypes addressed both user needs and technical constraints.
Cross-functional Collaboration & Feedback: Throughout the process, I facilitated discussions with cross-functional teams to ensure alignment on design decisions. Regular reviews and iterative feedback refined the apps to better suit users' needs.
User Testing & Validation: After developing prototypes, we conducted usability tests with mining workers to validate functionality and design, using their feedback to make final adjustments for enhanced usability.
Launch & Implementation: Upon completing testing and refinements, both the SWA and Starter Kit apps were launched at BHP mining sites. The SWA improved task execution with clear instructions, while the Starter Kit empowered workers to identify and report workflow inefficiencies in real time.
Continuous Improvement: Post-launch, we established ongoing feedback mechanisms to ensure both apps evolved based on user experiences and emerging needs, enhancing operational efficiency and worker satisfaction at BHP.
Achievements
Conducted user research and synthesised feedback at the BHP mining site
Met BHP’s business goals by achieving a 20% reduction in training time for BHP mining workers by streamlining the app’s training features
Achieve a 90% user satisfaction rate for the app among BHP mining workers
The Starter Kit application accelerated the feedback loop process at BHP mining sites — workers were able to report on waste in their workflow effectively and implement new ideas on how the workflow could be improved
Below are the artefacts of the project.
