More advanced technology does not always improve processes: the case of voice picking

In recent years, the Voice Picking system has spread across warehouse logistics: this technology uses speech synthesis to give warehouse operators information on the route to follow and the tasks to carry out.

The system was conceived to speed up warehouse operations: the operator wears a headset fitted with a microphone and connected to an electronic device, through which they communicate with a bot that gives them instructions on the actions to perform. The operator, who has to give voice feedback after each completed task, thus has their hands free.

Voice Picking eliminates the non-value-adding time that came with the older handheld scanner system. The latter required the barcode to be scanned with a device held in the hand: to carry out the picking operations, the operator had to put the device down to free up their hands.

The technological drawbacks of Voice Picking

All true; nevertheless, the Voice Picking system still has a number of problems:

1. the check digit system, which requires reading out an alphanumeric code to confirm that the picking location has been reached, leaves room for operator error and may force the operator to get very close in order to read it correctly;
2. connection problems may also occur between the device and the headset, causing unwanted slowdowns;
3. the operator may have difficulties with the language and fail to understand the command given;
4. the recorded commands often use very common words, which the operator may say without meaning to address the Voice Picking system, and which the system may misinterpret.

And that is only from an operational point of view. But there are other problems too, concerning the human side of this technology.

The limits from a human point of view

With Voice Picking, in fact, the operator’s experience is defined by continuous interaction with a computerised voice, with no chance to interact with colleagues because of the headset microphone, which – as we have explained – could register a command that was never intentionally given. This is wearing for an operator carrying out a routine of tasks with no opportunity to relate to anyone. Alienation at work risks compromising the productivity of the individual and, as a consequence, of the whole warehouse.

Reconsidering other solutions

In recent years, several companies have decided to take a “step back” and return to a manual scanning system. The main innovation, and the very reason for the return to this technology, is the remarkable level of ergonomics achieved by the scanner which, in the latest versions, can be built into a glove: the operator wearing it thus has a small monitor on the back of their hand.

This solution incorporates the “hands-free” advantages of Voice Picking while considerably reducing the chances of user error, since the code is no longer read out by voice but captured digitally by the scanner. The difficulty of understanding the communication also disappears: the operator no longer has to listen through the headset for the actions to perform, but reads them on the monitor they are wearing. Manual scanning also turns out to be more “human”: the operator no longer works one-to-one with a machine but can interact freely with colleagues without having to interrupt their work, as happens with the voice system.

This change of course shows how an “outdated” technology can prove better than a more “advanced” one if it is properly rethought to meet the real needs of those working in the gemba.