Your client “The Clothing Charity” are trying to find ways to make their clothing donation pick-up routes more efficient. They have multiple trucks operating within a given city and regularly get calls, emails, and messages from donors who have clothing they want to donate. Your task is to design a digital product that prioritises all of these donation pickups and creates the most efficient route possible. It will be used by the drivers in the trucks and will allow the call centre to add new pick-up locations throughout the day.
I used Lean UX principles in the development of “The Clothing Clarity Pick Up App” to focus on users and their needs at each phase of the design process:
- Formulate hypothesis
- Conduct early user interviews to unveil unexpected pain points
- Focus on research results to create features that users really need
- Define MVP & design there on.
- Comparative Research
- Qualitative Research
- Key Focus areas / User Stories
- Customer Journey
- UI Design
What’s everyone else doing?
We conducted competitor research, looking into current apps/services that are used for donation pickups. While many charities offered “Schedule a pick up” in their website, there were not many apps that offered it like a service on their app. Although, Uber + Red Cross have collaborated recently to provide this service, which is launching in June in Australia. One point though is that, the customer needs to be there to give the donation to the driver, where as we can create an app- that the customer does not need to be there- this allows the scheduling of the truck to be more efficient as he is not reliant on the customers’ timetables.
Exploratory Interviews- What are people thinking?
I conducted a user interviews to gain user insight. I interviewed three people to donate clothes regularly, and tried to find pain points & problems.
It would be great to speak with Charities that already have the “schedule a pickup” feature. But due to time constraints, I was not able to conduct those interviews & decided to go with my hypothesis & create the drivers’ personas.
I set up two personas, one to illustrate the customer, and one to illustrate the driver. I referred to them throughout the entire product development process.
- Each persona had a scenario that identified a realistic goal the user might have when working with this app.
- The information about each persona focused on its goals and pain points with the donation process which affected my design decisions.
User research and persona creation brought up the users main needs, goals, and behaviours. Therefore, I found that the main issues my design decisions needed to solve were:
- Uncertainty about “Will the bags be there?/ Where will I find the bags?”
- Confusion about route each day & timings change
- Distracting driver from driving because of calls and messages
Based on this information, I was able to create user stories and define the MVP.
I sketched each iteration and added the elements and screens that were nece`ssary to reach users’ goals, to quickly see which ideas worked best. I put the sketches into inVision to build an interactive prototype and tested some user stories with three different individuals.
I turned my revised sketches
into a black and white interactive
prototype done with Sketch.
Click on the phone to view it.