Enhancing Workplace Safety: Introducing Loop, NS's Real-Time Feedback Tool

Client : Nederlandse Spoorwegen Target : Coworkers of Quality & Safety Duration : 5 Months

Quality & Safety is a team within NS’s Operation Control that ensures efficient and safe business processes. They develop control measures, identify risks, and prevent issues. Safety is measured through tests conducted by their coworkers.

The challenge

Quality and Safety approached me with a clear objective: to make their significant contributions more transparent and valued by their coworkers. Through my research, it became evident that the true value lies in the tangible results and impactful outcomes of their work. However, these achievements were often not effectively communicated to their partners, leading to a disconnect where goals were unclear and motivation waned.

The goal

In the ideal setup, there is a direct feedback loop between the coworkers and Quality & Safety. Testers need to receive prompt, detailed feedback on test outcomes, identifying successes and areas for improvement. Tangible test results should be transparently shared, allowing Quality & Safety to gain valuable insights and address operational questions swiftly, fostering continuous improvement and operational excellence.

Design Guidelines

Demonstrate usefulness

The product should help managers understand the value of their work and what they are working towards, through the results of their work and their effect.

Encouraging Contact

The product ought to incentivize both parties to maintain communication and assistance and/or feedback in order to collaborate towards achieving a common goal.

Qualitative Feedback

The product should ensure that the results are clear and understandable, as well as highlighting qualitative feedback.

Providing assurance

The product should ensure that managers are informed that their work is being looked at and can be confident that they are doing a good job.

Drawing from thorough research, I identified four key themes: clarity, results, goals, and communication. These themes underpin my approach to design guidelines, allowing me to prioritize clear communication, meaningful results, aligned goals, and effective interaction. These guidelines will serve as the steadfast foundation of the project, ensuring that every step forward is rooted in these essential principles.

Introducing Loop

Loop is not just an application; it's a catalyst for collaboration. It empowers testers to review their results, reaffirm the purpose of their work, and initiate constructive dialogues with Quality & Safety. This creates a dynamic feedback loop where continuous improvement is encouraged. Together, they strive towards the common goal of enhancing risk control and preventing panic, fostering a culture of proactive improvement and shared success.

”This certainly adds value to the testing process. Initially, it involves asking questions, which then leads to addressing other aspects.”

- Coworker

”I would share the success stories with the people I need to ask to forward something, as evidence that we have a purpose for it and to make me feel less uncomfortable about asking.”

- Coworker

”It's very convenient that the information is now in one place. I currently store everything in my email, but it's more practical to have it organized here in a list.”

- Coworker

”I believe this lowers the barrier to taking action more quickly.”

- Coworker

The Effect

Through prototype testing with our target audience, I observed and identified the following impactful effects of the product.

Providing Clear Feedback

By directly sharing test results and feedback with testers and their groups, uncertainty is minimized. This ensures acknowledgment and reassures them that their efforts are purposeful and valued.

Facilitating Prompt Communication

Loop serves as a catalyst for initiating discussions swiftly, enhancing the relationship between Quality & Safety and testers. It provides a platform to address risks and outcomes, encouraging proactive engagement from testers.

Clarifying Test Objectives

Test results clearly define the criteria for success, demonstrating that assessments are not merely about task completion. Success stories underscore the meaningful impact of their efforts, making goals tangible and motivating testers further.

Let's grab a coffee and chat!

If you see potential for collaboration, have questions about my work, or just want to chat, I’d love to hear from you. I'm always open to discussing new ideas and exploring creative opportunities. Don’t hesitate to reach out—let’s see how we can work together. I look forward to connecting!