When applying UCD to sanitation, describe a problem your organization was trying to solve?
- Managing the logistics of toilet collections
- Tracking waste from toilets to treatment system
What solution did you design to solve the problem?
A cloud based mobile app (ICT-enabled) and web-platform that:
- stores customer data: BoP location, index etc.
- enables collectors with smartphones to scan refills and containers and locations, tracking waste from point A to B (homes to treatment)
- records weight of customers waste
- sends data to web platform and works offline
- allows customers to book collections with free SMS
WHAT WORKED WELL
What part(s) of the UCD process did your organization do very well?
- Head office got visibility of all collector movements
- Customers used SMS feature
- Both transformational
WHAT DIDN'T WORK
What part(s) of the UCD process did not go well?
For collectors, app is cumbersome:
- adds to time taken to collect
- using a smartphone with gloves on sucks!
- weighing the containers is annoying and may not be necessary
TOOLS AND FRAMEWORKS
What UCD tools or analytical frameworks did you use?
Usual methods, but not enough of them. For the app design we should have used more and allowed for more iteration. We will have to iterated again as we scale up.
WHAT WAS REALLY HARD
What were your biggest struggles?
- Having many concurrent and multi-disciplinary objectives
- Whole value chain for household sanitation system
- Mobile ICT (complex outside comfort zone)
- Iteration is expensive (outsourced)
What was your biggest a-ha moment?
- multidisciplinary team
- looking and learning
- need to iterate becomes obvious
So then what? What did you do? Discard the idea? Change course?
- keeping what worked
- changing what didn't
What advice would you give other organizations?
- Pay deep attention to iteration and project planning and apply to all project areas
- Ensure team structure and culture facilitates this