Project Overview

Thorntons recycling is a domestic waste company in Ireland. Operating since 1979 Thorntons provides a one stop shop waste solution to over 60,000 Irish customers daily.

My Role

I was responsible in this role for the user experience strategy and design. I worked in this project with a Project Manager, IOS Developer and Android Developer. I also participated on the discovery phase, solution definition and delivery. My Main responsability was to plan user research, understand the user problem and needs, provide solutions who met the need of the users and the business requirements. Create user flows, wireframes, high fidelity mockups, prototype using Marvel app, user testing and assist with any requirement or questions from Engineers.


Challenges

Thorntons Recycling came to Púca with a challenge:

"How to increase customer satisfaction, retention and reduce call centre costs"


Info Gathering

Thorntons Recycling defined their target users as commercial users and household. The product will be mostly targeting householder customer. Having such a specific audience was helpful throughout the entire process of designing this app. Understanding what were the current problem the customer were facing and their needs was one of the first steps and we get it from the insight collected on the interviews to a few Thorntons Recycling customers.

Interview research plan.

After a few rounds of discussion, we were able to distill a final list of features the App will going to include. Some of these included are details about the customer existing account so they can check their account balance, top up their account using Realex payment, access collection schedules and calendar information.


Early Ideas

I started with a user flow diagram that laid out the “happy flow", to organize the pages, information, and navigation of the app.

After a few rounds of discussion, we were able to distill a final list of features the App will going to include. Some of these included are details about the customer existing account so they can check their account balance, top up their account using Realex payment, access collection schedules and calendar information.

As I refined the wireframes, I met regularly with the Project Manager to explain how I was solving problems and to get feedback from him, also I was getting feedback from Engineer team. We worked well together; we communicated consistently and were always on the same page.


Solution

The new app allows customers to link the app to their existing account so they can check their account balance, top up their account “on the go” using Realex payment, access collection schedules and calendar information. Similarly the app gives customers access to other Thorntons services like ordering a skip. Customers now have the ability to top up and manage their accounts at the touch of a button saving them time and effort. Customers will also receive notifications regarding their account balance and service days using Púca’s push notification platform.

User Testing

Further user test had to be done to check if the solution is working as intended before to go to the implementation stage. With defined high fidelity mockups created based on feedback though the testing of lower fidelity wireframes, a clickable prototype was then created to further test and gain more accurate feedback.

Objetives of the study:

Identifying (and correcting) generic usability issues early in the project lifecycle

Validate assumptions and refine the experience

Get quick insights

Validate if the objective of the Thorntons Recycling app is been achieved

Methodology

The usability test consisted of 5 users and a set of tasks written out to be followed by the user.

User testing tasks:

Task 1: Please complete the sign up process to have a household customer account.

Task 2: Top up your account.

Task 3: Find the calendar to check the bin collection information.

Task 4: Check your account details.


Result

The Thorntons Recycling App provides a service that is convenient, has always availability and no call waiting. Thorntons will be able to decrease costs by deflecting calls from their contact centre and improve customer satisfaction by allowing customers to easily top up their account. The calendar remind customers for Green, Grey or Brown bins to be collected.

After one week of launch:

# 1 Utility App in iTunes

#3 in Google Play

Average 6 user sessions per customer

Over 9,000 downloads (15% of all customers)

6,000 + payments already made through the app

13% drop in calls to the call centre in month

Google Play users Reviews.