OCC Bin Check-In

The final presentation of my User Experience Design project for the General Assembly Accelerated Course, March 2017

Transcript

1. BIN CHECK-IN UX Design Presentation for Orange City Council GA Sydney UXDW5 | 25 March 2017 David Mallard | correspondence@davidmallard.id.au
2. THE PROBLEM • How can Orange City Council provide householders/ratepayers the information they need so they know how and when to dispose of their waste?
3. STATUS QUO – ORANGE CITY COUNCIL
4. COMPETITOR ANALYSIS Generic colour- coded bin pick-up schedules Search for schedule by address Get/print personalised colour-coded schedules Request/book bulky waste collections Bin night reminder notifications Orange ✓ ✗ ✗ ✗ ✗ Bathurst ✓ ✓ ✗ N/A ✗ City of Sydney ✓ ✓ ✗ ✓ ✗ Warringah N/A ✓ ✓ N/A ✗ Brisbane N/A ✓ ✓ N/A ✓ (via app) @BinNightBot ✗ ✗ ✗ ✗ ✓
5. USER INTERVIEWS – AFFINITY MAPPING • Interviews with open-ended questioning about: • behaviours & activities with household waste • problems & difficulties disposing of waste • experiences seeking information or action on council waste services
6. INSIGHTS – USER INTERVIEWS • Synthesis of interviews showed: • needs and frustrations happen from time to time – not a regular problem • people rely on word of mouth and self-made solutions • key problems to address include: • confusion around multiple bins & fortnightly scheduling • knowing how to arrange bulky waste disposal • dealing with the mismatch between bins/collections and needs • a less common but important case is when people move home
7. MEET GRAEME – OUR USER PERSONA Policy officer – Orange, NSW Graeme is a 38 year old public servant who works at the local Department of Primary Industries office. Graeme and his family – his wife Vanessa, who works as the advertising sales manager at a local radio station, and their two children – live in a Federation cottage a few blocks away from the city centre, which they bought when they moved to town 10 years ago. Graeme’s weekdays are mostly spent across town at the office but with diversions to take the kids to and from Orange Public School and their swimming, sport and music activities, do indoor rock climbing one or two evenings each week and he occasionally leaves early and returns home late to travel around the region for work. At home, Graeme and Vanessa started working on a vegetable garden a few years ago and now grow a range of their own food across each season. A small compost bin lets them put most of their food waste back into use in their garden. They’ve also begun cleaning out the old shed located down at the end of their backyard with the idea of buying some chickens, and they’ve begun speaking to a local builder about renovating the back of their house to get a new kitchen and a large, north-facing living area. Goals • Maintain a healthy work-life balance and spend fulfilling time with family • Stay on top of things and make steady progress with household projects • Do what’s possible to establish a more sustainable lifestyle Frustrations • Sometimes feels like there are a lot of balls to keep in the air • Winter days are short and cold so a lot of tasks need to be done in a rush or in the dark • Needs to be able to get on with things when he has the time and opportunity
8. IDEA GENERATION • Rapid ideation session • Conclusions: • Households will only have occasional needs for information and assistance, but when it happens they’ll want to sort it out fast • Most needs can be met by a digital solution – although Council could consider some policy reforms • Preferred approach: • Problem-oriented website, initially designed for mobile use: bincheckin.orange.nsw.gov.au
9. STORYBOARD AND USER FLOW
10. LOW-FIDELITY PROTOTYPES
11. INSIGHTS – PAPER PROTOTYPE TESTING • General design approach was validated: • Users executed tasks without major difficulty • “Given I’m going through this process I’d be interested in the automatic reminders” • “The map option would help with devices where typing is hard” • “Information at the end is good – after the immediate need, I might browse” • Additional householder problems reported – stolen/broken bins; bins not collected • Points of confusion/hesitation: • Language used in some items • Uncertainty in sign-up process for reminders: • Initial “Sign Up” button – would clicking lead to more info or commit the user? • Is sign-up secure? • Uncertainty what “Save to Calendar” means/does • “I gave my address before, why does it want it again”? • Navigational needs – “what if I don’t want to sign up and just want to go back?”
12. WIREFRAMES
13. INSIGHTS – WIREFRAME TESTING • User flow validation – users navigated and completed tasks • Bulky waste collection: • Lack of clarity about how the booking process works (“is ‘preferred collection date’ the date I want and does that guarantee they’ll come on that day?”) • Checking pick-up schedule: • Some users hovered/clicked on bins – “I had the idea that it might tell me what can go into each bin”
14. REVISED WIREFRAMES
15. NEXT STEPS • Responsive design implementation for tablets and desktop • Implement and test forms & details from existing council site to order extra bin(s), replacement bin order form, etc. • Conduct a content audit of the existing Waste & Recycling website content and design an approach to transfer content into Bin Check- In that householders may want to browse
16. THANK YOU! Discussion & Questions? GA Sydney UXDW5 | 25 March 2017 David Mallard | correspondence@davidmallard.id.au