Get On Track - Singapore Prison Service

Project Overview

Each year, a significant number of inmates receive rehabilitation and work towards successful reintegration into the community.
However, without proper support, a significant portion may end up reincarcerated. To address this issue, the project aimed to develop an e-learning tablet prototype with gamification elements for the Singapore Prison Service. Building upon the existing program booklet, Get on Track, this transformative resource empowers offenders with violent and/or sexual offenses to actively engage in their rehabilitation journey and increase their chances of successful reintegration.

Problem

Safety concerns and limited writing materials: Offenders expressed discomfort in writing personal thoughts in the booklet due to concerns about safety and confidentiality. Additionally, they frequently reported not having access to a pen or pencil to complete activities in the booklet.
Language barriers: Some offenders faced challenges understanding the content of the booklet due to language differences.
Perceived lack of guidance: Offenders expressed uncertainty about how to proceed with the booklet, highlighting a perceived lack of guidance in its content and structure.

Goal

The goal of this project is to create an interactive e-learning tablet prototype for offenders with a history of violent and/or sexual offences. The prototype will digitise the existing "Get on Track" booklet and provide a motivating and engaging platform for these offenders to prepare for successful reintegration into the community. The e-learning prototype aims to enhance their knowledge and skills in a self-directed manner.

Challenges

1. Limited Number of Users for Interview & User Testing

Acknowledging constraints in user interviews and testing with limited time and number of offenders for user interview and user testing.

How We Overcome This:
Strategic question prioritisation and consultation with psychologists for diverse insights.

2. Communication / Language Barrier

We understand that communication with the offenders may be challenging due to language barriers and the sensitivity of the topics being discussed.

How We Overcome This:
Prioritising user comfort and safety, exploring options such as multilingual psychologists to facilitate meaningful discussions.

3. Paper Prototype for User Testing

Adapting to security constraints in the prison facility by utilising paper prototypes. Recognising limitations such as lack of interactivity and potential for inaccurate feedback.

How We Overcome This:
Exploring alternative approaches like low-fidelity digital prototypes or testing outside the facility when feasible.

Research

We conducted thorough contextual research, competitive and comparative analysis before conducting user interviews for the e-learning tablet prototype. These insights helped us to design a product that meets the needs of the users and the goals of the Singapore Prison Service.

Contextual Research

Watched Documentaries on
Singapore Prison

Interview with Psychologist
working in SPS

Exploration of Tablet
used in SPS

Insights from Contextual Research: Informing App Design Decisions

During our contextual research, which included watching documentaries and conducting interviews with psychologists, we gained valuable insights that greatly influenced our app design decisions.

Bite-sized content:
One key finding was the understanding that offenders have a limited usage time of 90 minutes on the tablet, encompassing activities such as reading and writing e-letters. As a result, we made a strategic choice to present the content of our e-learning app in bite-sized formats, ensuring that users can engage with the material within the given time constraints
Motivational support and guidance for users:
‍Furthermore, our discussions with psychologists underscored the crucial role of the app in aiding offenders' comprehension of the rehabilitation phase and its fundamental principles. Recognising the significance of assisting users in crafting effective risk management plans to attain their objectives while mitigating potential risks, we understood the necessity of incorporating motivational support and guidance into the app.

Competitive Analysis

Existing App Landscape: Analysing 23 applications on the provided tablet, including gaming, educational, and general apps.

Recognising the 90-minute usage limit and assessing app frequency and duration. Gaining insights into the current offerings and identifying opportunities for differentiation.

Competitive analysis on the existing e-learning app available in tablet device.

Assessing the "Classroom" e-learning app on the tablet, examining its content like lessons, reflections, and goal-setting activities.

Comparing it to other e-learning apps to identify areas for improvement and innovation in our prototype.

Comparative Analysis

We conducted a comparative analysis by examining the strengths of leading e-learning applications, such as Masterclass and Skillshare, to glean insights and learn from their approaches. Additionally, we explored Cognitive Behaviour Therapy and Mindfulness apps to understand how they effectively motivate users to make transformative changes in their lives.

Pluses

Goal Setting and Progress Tracking
Certification and Achievement
Gamification and Fun Elements

Deltas

Lack of sufficient motivation elements to consistently engage and encourage users to continue using the app for ongoing upskilling.

Comparative analysis on several mindfulness/ cognitive behaviour therapy (CBT) apps.

Pluses

Highlight the user-friendly features
Motivation elements, and community engagement
Enhancing the overall user experience and helping users stay committed to their goals.

Deltas

Limitations or areas where the apps may fall short in terms of promoting deeper reflections or providing a structured learning experience.

Headspace & I Am Sober: Streak feature can create fear of losing streak and detract from genuine mindfulness benefits.

Identifying Valuable Features: Insights from Comparative and Competitive Analysis

Through our comparative and competitive analysis, we gained valuable insights that shaped the identification of key features for our app:

Progress tracking and reward system
By incorporating these features, users will be able to track their learning progress, set goals, and receive rewards for their achievements, fostering a sense of accomplishment and incentivising continued engagement.
Journaling and motivation elements
By integrating these elements, we aim to provide users with a platform where they can engage in self-reflection, foster mindfulness, and achieve personal growth.

Key Insights from User Interviews

We conducted user interviews with a group of offenders who were referred to us by psychologists, focusing on three key areas:

Thoughts on current
Get on Track Booklet

Many users have found Get on Track (GOT) booklet to be helpful, and one of the most popular features is the reflection section.
Some users faced a language barrier while using the GOT booklet and needed it in other languages.
Furthermore, some users wanted bite-sized content for easy comprehension and quick consumption.
Some users would like to have assistance in going through the booklet.

Users don't feel safe writing down their personal thoughts in the GOT booklet.
Users don't have writing materials to do the GOT booklet in the cell.
Users were not interested with the activities in the GOT booklet.

What's stopping them from using Get on Track Booklet?

User Preferences & Behaviour towards Tablet

Users expressed interest in having audio and videos content available on the tablet.
Users who are unfamiliar with technology may faced difficulty when using the e-learning app on the tablet.
Users utilised the tablet to maintain communication and connection with their families and loved ones.

What our users are telling us:

Which got us thinking...

Information Architecture

To enhance the learning experience and user engagement, we reorganized the information architecture of the Get on Track app.

Our goal was to ensure a logical flow of content, easy navigation, and improved accessibility.

Our focus was on improving usability and delivering desired learning outcomes.

Proposed Information Architecture for the Application

We implemented a reorganised information architecture for the Get on Track app, creating a seamless flow of chapters and content to enhance the e-learning experience. Furthermore, we introduced several features to foster engaging interactions and elevate the overall learning experience.

Proposed Information Architecture for the e-learning app, Get on Track.

Reorganised the content for Get on Track App

We reorganised the content of the Get on Track booklet, categorising 55 pages into six engaging sections: lessons, stories, reflections, resources, activities, and meditate. This restructuring ensures that each chapter's flow of content is thoughtfully designed, offering users diverse activities to actively participate and engage with throughout their learning journey.

My Takeaways

One key takeaway from this project was the need for a different approach, considering the unique circumstances of our users, who were offenders. Sensitivity and empathy played a crucial role in designing an app that catered to their needs. We immersed ourselves in their world, understanding their struggles and adapting our solutions accordingly.

By embracing empathy, we developed features that addressed their specific needs and created a safe and non-judgmental space for their personal growth. This project showcased the transformative power of technology in bridging gaps and facilitating rehabilitation. Our goal was to empower the offenders, offering them support and a chance to reintegrate into society.

In summary, this project highlighted the importance of understanding the offenders' experiences and providing tailored solutions to help them on their journey of rehabilitation and growth.