Out of the box One size fits all
Most people think of introducing a single process to suit all situations. This is the concept of "one size fits all".

A better approach is to have two processes - a simple process that suits the needs of most people and a more comprehensive process that meets the needs of a minority who needs the additional features.

Here is an example.

I prefer a bank app that handles only simple transactions, such as to receive and make payments and top up of payment cards. 

For users who need the additional functions, such as make overseas transfers, placing fixed deposits and making investments, they can move to a more comprehensive app.

Alternatively, they can press another button to open the other section of the app. This section should be hidden from the main section that contains the commonly used functions.

Here is another example.

SingPass is required by a person to transact with government agencies. However, there are people who are not able to use SingPass - due to lack of education or access to the mobile phone or internet.  

These people should be allowed to authorise another person to submit income tax return or register for vaccinations on their behalf. 

If our planners adopt the concept of "two sizes fit all", they can make life easier for the public and for themselves.

Tan Kin Lian
 

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