Written Reply to Parliamentary Question on Instructions for BCRS RVMs

Question:

Mr Lee Hong Chuang: To ask the Minister for Sustainability and the Environment (a) whether the Ministry has received feedback on the clarity of instructions for the Return Right Reverse Vending Machines, particularly on the placement of containers for barcode scanning; (b) whether clearer visual instructions or design improvements can ease user difficulties; and (c) what user testing was conducted to ensure first-time users could operate the machines easily and correctly.

Answer:

The National Environment Agency (NEA) has received a very small number of feedback relating to the placement of containers for barcode scanning. There are clear instructions and step-by-step guides on how to use the reverse vending machines (RVMs) on the machines themselves, as well as on the Return Right website. The scheme operator, BCRS Ltd., has also been conducting workshops and roadshows, and deploying Return Right Ambassadors at the RVMs, to educate the public on how to use them. The orientation of the containers does not matter as long as they are inserted into the RVM one at a time.

Prior to scheme launch, BCRS Ltd. conducted user testing with different stakeholder groups, such as seniors, to enhance the user experience at the RVMs. For example, on-screen instructions were shortened and simplified after testing. BCRS Ltd. is also continuing to improve the user interface, such as a recent enhancement to make refund options more visible.

We will continue to take in feedback on how to make the return process simple for everyone. We also encourage everyone to extend a helping hand to those who might require assistance to return their beverage containers.