Background
Key Stakeholders & Users
Other Users
Stakeholder Overview
Customers and Requesters
Want their items picked up and bins empty in a timely manner
Collectors
They want to ensure they are picking up they right things
Drivers
Drivers are concerned about time and the traffic environment around them
Fleet Managers
Concerned about downtime, safety, CX, compliance, utilization and throughput, and overall efficiency
Product Requirements & User Stories
As a Customer and/or Requestor I need to ...
... have access via Mobile or web for scheduling and requesting
... the ability to send Photos and Scanning of objects then Upload them in a timely manner... the ability to have guidance to input weight or volume of objects
... guidance of Compliance and regulatory considerations of what I can request
... the ability to Pay in methods that are easy for me, and track those over time... track my pick ups overtime
As a Collector I need to ...
... have guidance on the right objects to collect, who to collect them from, and when to collect them
... have the ability to confirm that I have picked up the correct items
... track my pick ups overtime
... track my safety and compliance record over time
As a Driver I need to ...
... quickly understand my optimal assigned pick up route
... ensure that me and my team are safe in navigating sometimes busy and heavily trafficked areas
... assist collectors when needed with a variety of pick up and collection tasks
... track my safety and compliance record over time
As a Fleet Manager I need to ...
... oversee Drivers, Collectors, and Customer Status
... monitor safety and adherence to SOP, utilization and efficiency, and customer satisfaction
... report key performance metrics to upper management on an ongoing bases in order to anticipate costs, issues, and other circumstances
Customer Journey Map
Driver Journey Map
Collector Journey Map
Fleet Manager Journey Map
System Mind Mapping
Brainstorming and documenting our divergent thinking helps to build out the future vision without constraints.
Balancing subject matter expertise in compliance, best practices in the field of waste management, and implementation of connected platforms such as this are critical to have in the room. These stakeholders have experiences that uncover deep insights that can be seen through the designs.
Understanding the complexity of the physical environment has been key in building the full picture of the challenges these users face. From inconsistencies in pick up locations, to dangerous encounters, confined areas, and hazardous materials, our user group may face countless obstacles throughout their day.
System Wireframes
Customer - Seamless Waste Management Experience
The Customer features provide a comprehensive and user-friendly experience for managing waste pickups. With the Trash Size and Weight Estimation feature, customers can easily upload images of their trash to receive accurate weight estimates. The Pickup Tracking and Notifications feature keeps customers informed of upcoming pickup times, real-time location tracking, and reminder settings to ensure they never miss a scheduled pickup.
Customers can access Recycling Tips and Guidelines to stay informed about proper recycling practices, and the Billing and Payments feature allows for easy management of invoices, payment methods, and auto-pay settings. These features together ensure a smooth and efficient waste management process for customers.
Collector - Efficient and Reliable Collection Operations
Trash/Recycling Collectors benefit from a range of features designed to streamline their daily tasks and improve efficiency. The Trash Size and Weight Estimation feature allows collectors to capture images and log accurate weight data for each pickup. With the Pickup Tracking and Notifications feature, collectors can view their daily schedule, track their current location, update pickup statuses, and communicate with dispatchers to resolve any issues quickly.
The Route Optimization and Tracking feature provides optimized routes and real-time traffic updates to ensure timely pickups, while the Equipment Management feature helps track and maintain their collection tools and equipment. Together, these features enhance the reliability and efficiency of collection operations.
Driver - Advanced Tools for Optimal Performance
Trash/Recycling Truck Drivers have access to advanced tools that aid in performing their duties effectively. The Trash Size and Weight Estimation feature helps drivers scan and log the weight of collected trash accurately. The Pickup Tracking and Notifications feature allows drivers to track assigned routes, update pickup statuses, and communicate with dispatchers in real-time.
Navigation Assistance provides turn-by-turn directions, traffic updates, and alternative route suggestions to ensure timely pickups. The Vehicle Maintenance and Logs feature helps drivers log maintenance activities, report issues, and keep their vehicles in optimal condition. These features support drivers in maintaining high performance and service quality.
Fleet Manager - Comprehensive Fleet Oversight and Management
Fleet Managers are equipped with features that provide comprehensive oversight and management capabilities for their fleet operations. The Pickup Tracking and Notifications feature allows managers to monitor fleet locations in real-time, view pickup schedules, and receive status updates to ensure smooth operations. Fleet Analytics and Reporting offer insights into fleet performance, fuel efficiency, and maintenance costs, enabling data-driven decision-making.
The Inventory Management feature helps track and manage inventory levels, order supplies, and generate reports. Additionally, the Policy and Compliance Management feature ensures adherence to company policies and regulatory requirements, helping managers maintain compliance and resolve issues effectively. These features collectively enhance fleet efficiency and operational excellence.
Data Exploration
Customer Feature Ranking
The Customer features are ranked with Pickup Tracking and Notifications being the highest priority, ensuring customers are always informed about their service schedules and statuses, while Community Engagement holds the lowest priority, indicating less interest in community-focused activities.
Customer High Level UX
The customer experience should account for first and subsequent uses, as well as support cases.
The goal of this digital tool is to schedule pick ups. The details and interactions that surround that can be complex. It helps to identify those edge cases early.
Driver High Level UX
The driver’s experience should focus on navigation optimization, asset management, and safety.
The objective of this digital experience is a tool to help the driver throughout their day.The drivers have an important role alongside the collectors to ensure timely collection, meet deadlines, and help maintain compliance.
Collector High Level UX
The Collector needs to be able to communicate with the driver and the fleet manager about pickups
The objective of the Collector’s digital experience is to ensure that they are picking up the correct items, confirming that they meeting different compliance regulations, maintain efficiency and safety, and are rewarded for their productivity for such an intense task.All this without delay to schedules.
Fleet Manager High Level UX
The Fleet Manager at CoCo is responsible for overseeing the systems operation
The objective of the Fleet Managers digital experience is to ensure compliance to SOP, efficiency and optimization targets based on a predetermined corporate strategy, safety and well being of staff as well as equipment.They are also considered about tracking costs overtime and other metrics about their fleet.
Components and Brand
Customer Mobile First Experiences
We can take advantage of sensors, cameras, and other features on mobile devices for enhanced user experiences.
The range of functionality on smartphones allows us to create a better more accurate Collection experience, and we’re able to track these overtime in order to optimize our routes, fleet, and more.
Customer Onboarding
Onboarding should be quick and easy while still accomplishing the tasks needed to solve their challenges.
The onboarding process is simple, and collects the information that is needed to get started in gaining services.Further in the application are additional forms to provide more detailed services and insights to what can be collected.
Customer Main Feature & Experience
Pick Up and collections are the main features of this service, and will be where customers spend the most time.
Understanding the steps and status of their collection service is made to be incredibly communicative.The visual and information hierarchy is structured in a way to show exactly what needs to be done and where for a successful pickup.
Customer New Pick Up
New and Off Schedule Pick Ups are key to solving these customers main problems.
The app simplifies and optimizes workflows, allowing for seamless documentation, coordination, and improved customer service compared to traditional methods. The form and image capture also allows for increased data ingestion for future analysis of what certain “Trash” and “Refuse” items are. This can lead to more accurate quoting and pricing models.
Driver Onboarding
Drivers will be expected to onboard during hiring and complete this specialized assessment to have compliance information at hand during collections.
Driver Collection Route
Optimized navigation, communication, and Customer Success play a part in guiding drivers with the best insights on how to perform during their routes.
Beyond mapping complex city streets, the digital experience coordinates between the Collector and Fleet Manager to have a seamless safe day to day experience.The Collection Pick Up list also includes insights related to customers, such as Accessibility factors and other services.
Driver In Cab Collection Route
A digital cockpit solution on tablet enhances efficiency, safety, compliance, and communication while on route.
By accommodating different form factors (phone, tablet, carplay or android auto) the collection experience can be vehicle agnostic which will allow larger fleets to be built out with cost in mind.In addition to map routes, camera systems can be integrated for better safety and robotic systems.
Collector Onboarding
Collectors will be asked specific questions about compliance, experience, and other information for Fleet Managers to better track performance.
Collector Main Features
When the Collector is present on a vehicle their tasks are critical to ensuring compliance, assisting customers, and tracking assets.
Collectors need to have great communication with both the Drivers and Fleet Managers in order maintain efficiency, accurate collection status, and safety.The mobile app enables barcode scanning, image capture, location tracking, and many other features that enable Fleet Managers to have better insights on performance. This also leads to more detailed reporting for company leadership.
Fleet Manager Collection Overview
Fleet Managers need to track the status of their fleet based on Collections, Vehicle location, and Customer scheduling
Visibility into Collection processes and statuses enables the fleet managers to address issues, better communicate with employees, and to track valuable assets over time.Onboarding collection services requires coordination with municipalities, private organizations, and unions to best ensure seamless coordination and compliance.
Fleet Manager Fleet Overview
Tracking of the fleet’s activity consists of accounting for assets, risks, compliance, and pick ups throughout the day’s schedule.
This detailed view of the Fleet Managers Dashboard gives them insight into the health of the overall fleet. They’re able to reference and export this page into sharable documents that they can plan with their leadership around.The table offers a hierarchy of data with multiple statuses such as schedule risks and compliance status. These are key metrics as they can be tied directly to revenue over time.
Fleet Manager Day’s Scheduled Customer
The day’s Scheduled Customers often have concerns during peak pick up times. Having visibility into their schedules and key preferences helps resolves issues quickly.
Resolving Customer issues and support tickets quickly is critical to retaining those customers over time.The Fleet Managers work with Customer Support personnel in order to collaborate on issues and problems that occur out in the field. The data that is collected from sensors, cameras, and Collectors and Drivers also adds insights to further decision making.