Workflow Improvements for Bin Delivery System
CLIENT
Department of Environment Protection (DEP), Montgomery County Government
ROLE
UX Researcher, UX Designer
TOOLS
Figma, Miro, Notion, Zoom
BRIEF
I worked with a team of 5 to improve the handling of trash bins and cart requests for county residents, to enhance customer experience and internal workflow between office staff and delivery drivers.
WHAT WE DID
We conducted qualitative research to comprehend the scope of improvement and designed a web application.
RESULT
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A 40% reduction in the number of process steps was achieved by eliminating process overlaps between office staff and delivery drivers.
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Real-time updates and seamless communication between the drivers and office staff, thereby improving customer communication.
CONTEXT
The Department of Environmental Protection (DEP) in Montgomery County, MD handles trash and recycling services throughout the county, which includes the management of trash and recycling bins and carts. Requests for new or replacement bins and carts go through the county’s service desk operations (MC311), and then the DEP team responsible for product delivery takes care of the rest.
RESEARCH
We reached out to the key players, such as office managers and truck drivers, to gain a deeper understanding of the pain points in DEP's workflow. Additionally, we identified the residents of Montgomery County as secondary stakeholders, whose main issue stemmed from a communication gap between them, MC311, and the DEP team.
Who were the primary stakeholders?
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Office Managers: Clean data requests and schedule deliveries for the 5 truck drivers.
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Truck Drivers: Plan the route for deliveries and update to manager on each request status.
In Sprint #1 , we focused on understanding the current workflow and identifying the key frustration points in DEP's process.
The Department of Environmental Protection (DEP) gets around 800 new requests for bin and cart repairs every week via the MC311 system.
The office staff and drivers manually handle these requests to arrange and plan deliveries and pickups.
The existing manual workflows and lack of technology integration are leading to inefficiencies that are harming customer satisfaction.
We interviewed the office managers and visited drivers in the field to understand how things are done in DEP. Using the gathered data, we created a detailed workflow diagram illustrating DEP’s process from start to finish and bridging any knowledge gaps. we encountered.
How did we arrive at the solution?
PROCESS
We followed a modified version of Google Venture’s Design Sprint .
We split the project timelines into FIVE DESIGN SPRINTS, with each sprint lasting 4-5 weeks. Our team set the main goal and established smaller goals for each sprint to contribute towards the main goal.
Sprint #1
GOAL
Understand the problem
Sprint #2
GOAL
Research potential solutions
Sprint #3
GOAL
Design User flow and Information Architecture
Sprint #4
GOAL
Wireframing and User Testing - 1
Sprint #5
GOAL
Final Design and User Testing - 2
We focused our Sprint #2 on finding feasible solutions for DEP based on the information we gathered.
Our team did a through competitive analysis of existing software tools that handle data processing and route planning, which covers the main segment of DEP’s work.
We discussed in-depth with the DEP's developer to assess the technical feasibility of design solutions and limitations. This discussion aided us in narrowing down to three potential solutions , taking into account time, feasibility of implementation, and budget.
Four Key Areas of Frustration
🔁 OFFICE PROCESSING
The primary focus was on streamlining the data processing after gathering requests from the MC311 system and then organizing the distribution of work fairly.
“It takes usually an hour or so to complete the whole process, depending on how complicated it gets.”
- OFFICE MANAGER
🚛 DRIVER SETUP
The drivers manually verify the addresses and double-check the numbers, just like the manager does. They use third-party apps for planning their routes, and then manually input the address into those apps.
“I usually hop between Google Maps and Excel Sheet when I'm planning my route for the day.”
- DRIVER
🏑 OUT IN THE FIELD
Drivers typically rely on their memory to navigate and often choose the most efficient route based on their knowledge. Furthermore, switching routes on the phone screen can also be challenging at times.
“I calculate the most efficient route mentally, based on my experience and knowledge of the area I'm going on the day.”
- DRIVER
✅ CLOSING OUT ORDERS
The drivers generally mark the request status on a printed sheet of paper and have to manually add it back into the system everyday once they are back in the office.
“I end up updating ticket closing information twice - once on paper and then on the computer.”
- DRIVER
Our team proposed Option 2 as the most viable solution.
This solution not only eliminates the problem in focus, but also minimizes the learning curve for the DEP team. Additionally, it provides the most secure option for safeguarding the private information of millions of residents on the portal.
With a clearer goal in mind, during Sprint #3 , we concentrated on crafting the optimal user flow and information architecture for the new web application.
We envisioned and outlined the essential features that the new application should offer, all while assessing the MC311 system and the capabilities of the Scooby Database. We had to temporarily put aside the idea of integrating route planning using ArcGIS due to budget constraints.
The ideal use flow was designed that combine data processing, scheduling, and closing orders - all in one application.
The application was named Bin Delivery System and had the following Information Architecture.
In Sprint #4 , our next move involved crafting the application and engaging users to test if the solution meets their requirements.
DESIGN
We as a team divided up the tasks for designing the different features of the Bin Delivery System. I created a draft of the Dashboard page for both the office and driver sides. To make sure that our initial designs met the users' needs and were possible to implement, we worked with DEP's IT Developer to address any technical concerns. We went through several versions of the same screens and then proceeded to create mid-fidelity prototypes on Figma.
TESTING
After finalizing the screens and stitching them together, we tested them with users to confirm their effectiveness.
We had a successful user testing session with the office staff and drivers and received valuable feedback. This feedback helped us think about edge cases such as, such as integrating multiple tickets from the same resident, closing multiple tickets simultaneously, and flagging cases that required attention from the manager.
We're now in the final Sprint #5 , fully concentrated on incorporating the feedback, running further tests, establishing the design system, and passing it off to the developer.
The design of the Bin Delivery System was tailored to match DEP's theme colors. Additionally, our team ensured the design was accessible and compatible with desktops and tablets for flexibility .
We managed to create some leeway for the second round of user testing by integrating the final screens with the design system. During this process, we pinpointed smaller issues that could have a significant impact, such as correcting the information flow for individual requests and identifying areas where requests could potentially overlap.
We had the final prototype ready to go, complete with developer documentation. We made sure to involve all stakeholders, including the developer, throughout the research and design process to ensure that the solution could be easily incorporated .
The Solution
👥 DUAL WORKFLOW SOLUTION
Tailored workflow experiences are offered to the office team and drivers to address the specific needs of each user group.
🖥️ CENTRALIZED DASHBOARD
It consolidates data from MC311 to offer comprehensive decision-making and reporting capabilities for the office staff. Additionally, it supplies real-time information on the status of cases assigned to the drivers.
🗑️ SIMPLIFIES TRACKING OF CASE REQUESTS
The office staff can easily keep track of each request's status to ensure that all bins are delivered on time. In addition, the drivers can efficiently handle their cases and inform the residents about updates on their requests.
🏋🏻 REDUCE MANUAL AND REPETITIVE LOADS
Enhanced productivity and reduced errors leading to a more reliable and efficient bin delivery process. It also cuts down on the use of multiple software and eliminates repetitive manual work in Microsoft Excel.
🏡 IMPROVES OVERALL RESIDENT EXPERIENCE WITH DEP
By streamlining the entire process, cutting down on errors and delays, and offering residents more precise and timely information, the delivery service can become smoother and more dependable for everyone.
THE FINAL PROTOTYPE
Option 1
Integrating External Software
Procure external software licenses to integrate with MC311 system.
High Risk/ High Efficient
Option 2
Update Existing Case Management System
DEP’s IT team has maintained a CMS system using Oracle’s Scooby database to manage DEP’s requests, which could potentially by enhanced by adding functionalities.
Low Risk/ Medium Efficient
Option 3
Leverage current DEP software licenses
Use DEP’s selected software licenses which is pre-approved.
Low Risk/ Low Efficient
LEARNINGS
Boosted confidence
I found it difficult to articulate my thoughts and
convey my points to the team in the beginning. However, due to taking on multiple roles in the modified Sprint structure, I got more confident in each role.
Adapting to changes
Things happen - the client needs changes, and sometimes the client changes too! At the end of Sprint #2, our key point of contact got laid off, which made it difficult to hear back on the solution the DEP team chose. During this time, I learned how to handle uncertain situations better.
Collaborating with diverse talents
Working with a team from varied backgrounds such as arts, design, and engineering taught me how we can play our strengths and learn from each other.
