PROBLEM

When applying UCD to sanitation, describe a problem your organization was trying to solve?

  • Timing of exchanging dirty for clean bucket
  • Making it easier for users to be present and on time for the weekly waste pick-up service when the truck passed by their communities at the end of the morning (10-11am)

 

SOLUTION

What solution did you design to solve the problem?

Providing a simple and free solution near their homes (small wooden locker), to relieve the burden of having to be present for service or relying on other people to give the buckets to the truck

 

WHAT WORKED WELL

What part(s) of the UCD process did your organization do very well?

Offering the installation of lockers in central community pick-up points. This way the users could leave their full used buckets really early in the morning before going to work and could pick the new ones when they return from work.


WHAT DIDN'T WORK

What part(s) of the UCD process did not go well?

  • Proactive user feedback
  • Data collection through surveys
  • Interview to build the journey maps
  • Brainstorming
  • Testing and prototype

 

TOOLS AND FRAMEWORKS

What UCD tools or analytical frameworks did you use?

  • User journey
  • Interviews
  • Surveys

WHAT WAS REALLY HARD

What were your biggest struggles?

  • Prototypes did not work as well in disorganized communities
  • Our UCD tools didn’t work consistently

 

BIGGEST A-HA

What was your biggest a-ha moment?

Prototyping and co-ordinating with big/old communities because of the behavioural change it implies

 

MY PIVOTS

So then what? What did you do? Discard the idea? Change course?

  • Prototypes that focus on the solution before entering new communities
  • Started with the community leader as first customer

 

TIPS

What advice would you give other organizations?

Change the sales process and the community engagement strategy:

  • identify the influencers
  • proactive feedback
  • constant contact with customers in the field