Recyclops
Designed report issue feature for Recyclops driver app
Overview
Recyclops is an innovative waste management company that specializes in recycling and waste collection services. As part of their efforts to streamline operations and enhance communication, they have developed a mobile app for their drivers to manage their routes and tasks efficiently.
In this UX case study, we will explore the design process for the "Report Issue" feature within the Recyclops Driver App.
My Role
Lead Designer
Design Research & Synthesis
Needfinding
Ideation
Wireframing
Prototyping
Usability Testing
Team
1 Manager
1 Product Manager
3 Full-stack Developer
Problem
Recyclops drivers occasionally encounter issues during their routes that require immediate attention, such as damaged recycling bins, blocked access to collection areas, or non-compliant waste disposal. However, the existing app lacks a dedicated feature to report these issues efficiently.
As a result, drivers have to rely on phone calls or manual documentation, leading to delays and potential miscommunication.
Goal
The primary goals of designing the "Report Issue" feature are:
- Enable Recyclops drivers to report issues quickly and easily.
- Improve communication between drivers and the operations team.
- Streamline the process of issue resolution and follow-up actions.
- Enhance the overall efficiency of waste collection operations.
Research
To gain a deeper understanding of the user's needs and pain points, user research was conducted with 10 Recyclops drivers.
The research involved interviews, observations, and surveys.
Key findings from the research included:
- Drivers wanted a straightforward and intuitive way to report issues.
- They emphasized the importance of including relevant details such as location, issue description, and photos.
- Drivers expressed the need for real-time notifications and updates on issue resolution.
Design Process
The design process for the "Report Issue" feature involved several iterative stages
User Flows and Information Architecture:
Based on the research findings, user flows and information architecture were developed. The goal was to create a logical sequence of steps for drivers to report an issue. The feature was integrated keeping in mind the existing app's main navigation to ensure easy accessibility.
Note : Driver app was supposed to have more features and functionalities that were designed by me. But due to lack of funds, project was not able to move forward. I will talk about a those in my next case study.
Wireframe and Prototyping:
Low-fidelity wireframes were created to define the visual layout and interaction flow of the feature.
Feedback from drivers and the Recyclops team was collected, and necessary iterations were made.
High-fidelity prototypes were then developed to provide a more realistic representation of the feature.
Visual Design
The visual design phase involved creating a visually appealing and consistent interface that aligns with the Recyclops brand. The color scheme was chosen to convey trust and reliability, while clear and concise typography ensured easy legibility. Visual elements, such as icons and buttons, were designed to be intuitive and recognizable.
Development and Testing
The developed feature was integrated into the Recyclops Driver App, and rigorous testing was conducted to ensure a seamless user experience. Usability tests, including scenario-based tasks, were performed with a group of representative drivers to gather feedback and identify areas for further improvement.
Sign in and sign up
The Sign-In and Sign-Up pages of this application exemplify a user-centric approach, designed to ensure a seamless and intuitive onboarding experience.
The Sign-In page offers a streamlined entry point for existing users, where they can securely access their accounts by providing their credentials. The interface prioritizes simplicity and clarity, allowing users to swiftly navigate through the login process.
Dashboard
An intuitively designed dashboard provides customers with a comprehensive and informative overview, showcasing features, reporting issues, and frequently asked questions (FAQs) that are readily accessible.
Report Issue
A dedicated form allows drivers to select the details about the issue, including the type of problem, location, description, and photo upload. Clear validation messages ensure all required fields are filled correctly.
FAQs
All customer inquiries are consolidated in a single location, allowing for categorization-based filtering. Customers also have the option to search using keywords.
Outcome
The implementation of the "Report Issue" feature has resulted in several positive outcomes for Recyclops:
a. Improved Communication and Efficiency:
The feature has streamlined the process of reporting and resolving issues, reducing the reliance on phone calls and manual documentation. This has led to improved communication between drivers and the operations team and increased operational efficiency.
b. Faster Issue Resolution:
The real-time notifications and centralized issue list have enabled prompt action on reported issues, leading to faster resolution times and a more proactive approach to problem-solving.
c. Enhanced User Experience:
The intuitive design and simplified reporting process have received positive feedback from drivers, who find it easier to report issues and stay updated on their status. This has contributed to a more satisfying overall user experience.
Conclusion
The design and implementation of the "Report Issue" feature in the Recyclops Driver App have successfully addressed the needs of drivers, improved communication, and enhanced operational efficiency. By streamlining the issue reporting process, Recyclops can provide better waste management services and maintain a high level of customer satisfaction.