Improving ERP 2.0 from a Product and UX Design Perspective
In 2024, my current workplace, Motorist, ran a survey to asking over 750 Motorists in Singapore what do they think of ERP 2.0. Here is one of the findings from the survey.
Clearly, ERP 2.0 is not well received by the vehicle owners in Singapore. In this article, I would like to share my thoughts on why ERP 2.0 is not well received from a Product Strategy and UX perspective and how it can its implementation can be improved.
Brief context of ERP 2.0
The ERP 2.0 system leverages on Global Navigation Satellite System (GNSS) technology, and is envisioned to eliminate the need for bulky gantries and create more enhancements on top of the functionalities of the existing ERP system, which has been in use since 1998.
All Singapore-registered vehicles are to replace their In-Vehicle Unit (IU) with a new On-Board Unit (OBU) and this process has started since 2024, although it has experienced delay due to the COVID-19 pandemic in Singapore.
How I got involved with ERP 2.0
Truth is, when the Land Transport Authority (LTA) announced that they are going to roll out ERP 2.0, most people, including my current workplace, Motorist, had little to no knowledge about what it was going to be like. The good thing is that they created an Software Development Kit (SDK) so that we can develop mobile apps for an alternative display that can pair with the OBU via Bluetooth.
Aside from the photos and the SDK documentation from LTA, we had to get the OBU unit installed into our vehicles so that we can fully understand how it actually worked. Thanks to LTA meeting with us to support and work with us to develop an ERP 2.0 solution into our Motorist App, we managed to release a first version of our own ERP 2.0 display feature.
ERP 2.0 got me and my team excited to develop tech solutions for vehicle owners in Singapore, however, I would like to be honest about the implementation of ERP 2.0, from Product and UX manager’s perspective.
What went wrong?
Poor Hardware Design
A bulk of the complaints that came from vehicle owners is how the new setup feels like a step back rather than a step forward. Previously a one-piece system, the new system for most vehicles is a three-piece system, which a processing unit that is not only bulky, but it also takes up space at the footwell of either the driver or passenger. Drivers can also choose to install the processing unit under the glove compartment or driver’s seat of the vehicle, depending on the make and model. With all these options, the stored value card slot is no longer convenient for the vehicle owner to access compared to the location of the older UI units.
The touchscreen display is bulky and potentially creates a blind spot for vehicle owners when driving. Because of this, LTA has given vehicle owners the option to opt out of installing the display. However, without the display, vehicle owners will not be able to view the stored-value card balance or even adjust the volume of the ERP 2.0 alerts that come in.
Troublesome Software Experience
While I am thankful that LTA has created an SDK for developers to create ERP 2.0 software solutions, the process for vehicle owners to get the OBU of their vehicles to pair with their smart phones is too troublesome.
Vehicle owners need to first register their Bluetooth MAC Addresses on the One Motoring website in order to pair it with their phones. This is a process that is unfamiliar with most people. People are a lot more used to the general pairing process of Bluetooth devices which is a lot more seamless and does not require any prior registration. On top of this, after registration, the ability to connect your smart phone to the OBU is also not immediate. Vehicle owners may have to wait for 45–50 minutes for their Bluetooth MAC Addresses to be accepted.
The Bluetooth connection also cannot be automated like how your phone can automatically connect to your vehicle’s audio system. Vehicle owners have to open the Mobile Apps that support ERP 2.0 in order to trigger the connection. This is unintuitive, compared to having the installed touchscreen display unit that will turn on and work the moment a vehicle owner starts their vehicle.
Vehicles owners are also asking for support for Apple CarPlay and Android Auto, but there is currently no support to connect their OBU to their vehicle systems.
Lack of Options and Openness
As mentioned earlier, Vehicle Owners who did not install the touchscreen display are also not able to experience full functionalities of their OBU system. For example, they are not able to deactivate their stored-value card and will need to have the display installed to be able to do it. They are also not able to adjust the volume of audio alerts from their OBU.
Here is a the table below from LTA’s website. It is quite obvious from the contents and design of this table that vehicle owners are highly encouraged to install the touchscreen display than to seek the option of using alternative setups for the OBUs. I wish that mobile app developers and vehicle owners were able to enjoy the full benefits of not installing the touchscreen display by fully opening the capabilities of the OBU.
Improving ERP 2.0’s Implementation
Be More Agile and Listen to Feedback
A new ERP system was being considered as early as 2010 by then-Transport Minister Raymond Lim, followed by a tender being called. In 2016, NCS and MHI Engine System were jointly awarded the contract to install the new ERP 2.0 system.
In September 2020, the initial design of the OBU for vehicles other than motorcycles, such as cars, was already being criticised as being clunky, inelegant and bulky. This means that even though we have started installing the OBUs into vehicles at 2024, we have already received early feedback from vehicle owners.
In my opinion, the contract should allow room for the tech deliverables, from the hardware like the OBU, Screen and the software implementations to be reviewed, updated and improved based on the latest technology and user feedback.
This way, Product teams in charge of ERP 2.0 can get feedback from Vehicle Owners during its development phase through UX research so that they can continue to be improved during the contract period with the latest technology for both hardware and software.
Minimalistic and Flexible Hardware
Given a choice to design the OBU of the vehicle better, I would work on simplifying the hardware back into a one-piece unit, combining their antenna and the processing unit. With our latest smartphones capable of so higher processing power in a small chassis, we should be able to do the same as long as we continuously improved our hardware design for better heat management.
The OBU unit should also have a mini display to always show the vehicle owner’s stored-value card balance. The final outcome would look quite similar to the dual-mode IU introduced in 2009, but more compact with the latest ERP 2.0 technology.
I would also allow the vehicle owner to either use the touchscreen display unit provided while giving drivers the option to decide where to position their display. This can be achieved by having a display output port on the OBU unit.
Ease of Access and Software Openness
I am not sure what are the security considerations behind registering a mobile phone’s Bluetooth MAC Address. However, it would be great if we can remove that as a mandatory step for vehicle owners.
Should the intent of the ERP 2.0 technology is for it so be easy to be used by Vehicle Owners, the Bluetooth connection between the OBU to mobile devices should be implemented to be as simple as pairing normal Bluetooth devices.
The SDK’s access to the OBU abilities such as volume control and the ability to deactivate their stored-value card should be full featured, encouraging Mobile App Developers to create solutions that Vehicle Owners will look forward to using.
Support for Apple Carplay and Android Auto is also going to make it a lot more convenient for vehicle owners who wish to opt out of the display unit and connect the OBU to their vehicle systems.
My Final Thoughts
I have nothing against ERP 2.0 or its futuristic vision for vehicle owners and better traffic management in Singapore. In fact, I hope that there will be more opportunities for it to improve from where we are today.
I want ERP 2.0 to be something vehicle owners and software developers in Singapore — myself included can look forward to contributing.
If anyone (LTA included) would like to reach out to me to further contribute towards a better ERP 2.0 Product & UX experience, please reach out to me on LinkedIn or email me at hello@iamthye.com.