When applying UCD to sanitation, describe a problem your organization was trying to solve?
Following triggering sessions with CLTS, communities were not constructing or using toilets
What solution did you design to solve the problem?
Offering toilet designs/business models that addressed the challenges faced by existing models (products and services):
- pit heat
- aesthetics of construction
- burden of construction
WHAT WORKED WELL
What part(s) of the UCD process did your organization do very well?
- the barriers to constructing a toilet
- the fears related to a poorly constructed toilet
- that pride was a major driver for the users
WHAT DIDN'T WORK
What part(s) of the UCD process did not go well?
- Consumer segmentation at the initial stage
- Assumptions of demand generations → construction and use
TOOLS AND FRAMEWORKS
What UCD tools or analytical frameworks did you use?
- Deep dive/formative research
- User journey mapping
WHAT WAS REALLY HARD
What were your biggest struggles?
- No designers on the facilitation team
- Too many components to manage and coordinate
- Mindset of NGOs not being wired for business thinking
What was your biggest a-ha moment?
- Pride is a major factor underlying user input to the design process
- Sato pan in the mix
So then what? What did you do? Discard the idea? Change course?
- Changed the rhythm of the product design
- Marketing and communicating changed to reflect this
- Business model shifted one-stop shop and below the line marketing door-2-door
What advice would you give other organizations?
- Look into considering the entire eco-system
- Onboard product designer
- Consider the enabling environment (the PESTEL context)