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ISB Global
ISB Global provides software that allows waste management companies to easily, effectively and automatically track, measure, report and analyse their waste and recyclable materials from end to end. They provide the data and analytics to make a significant improvement globally to how waste and recyclable materials are managed, through the circular economy. They provide the world’s most advanced Environmental, Waste Management and Recycling software: Waste and Recycling One (WR1).
THE PROBLEM
Waste and recycling organisations are complex. Key business areas, such as logistics, finance, planning and operations are often managed by different systems and processes. These waste management systems don’t often communicate with each other. This leads to gaps in the data they provide. It means waste management companies don’t have systems they can trust or rely on. Managers and Senior Team members are unable to access or understand the metrics that drive the business, and as a result are unable to make effective business decisions. Many waste management companies still operate on old legacy systems which consist of different applications, manual processes, and excel sheets. Maintaining multiple disjointed, applications slow down business practices and creates huge inefficiencies.
RESEARCH
Legacy System Analysis
Working with System Architects and Business Analysts from Rumpke Waste & Recycling , I identified modules of the legacy systems that were key to creating and maintaining new business and a which modules served the business in terms of carrying out operations seamlessly. I identified gaps within the legacy system that created blocks for customer service agents requiring them to swich between numerous electronic and manual systems. This allowed me to gain a deeper insight into which areas of the existing system needed updating and improving as well as key stages in the process that were missing altogether.
Customer Interviews
I conducted interviews with waste management operators from Rumpke Waste & Recycling to gain an understanding of how they use their current legacy systems. Covering the end to end process from creating customer accounts and creating orders for waste removal through to managing the removal and disposal of the collected waste. The interviews allowed me to gain a deeper insight into the business user goals, what their pain points were and what improvements and additional features they hoped to see within the new updated system that would allow them to achieve their goals more efficiently.
Usability Testing
I carried out a series of usability tests with Rumpke Customer Service agents that were experienced with the legacy system and business processes. Users were asked to carry out primary tasks such as creating new customer accounts & orders and secondary tasks such as managing waste containers and missed collection services. The test allowed me to learn the user goals, behaviours and context of use. All tests were recorded with permission of the users, including recordings of the user as well as their on-screen actions. Notes were taken during the sessions and during video playback.
ANALYSIS
UX Workshop
In order to solve critical issues and stimulate progress, User Experience workshops were set up with the Business Analysts, System Architects and the wider UX Team. Numerous session took place which focused on a limited range of problems, including; Waste Container Management, Customer Quote Creation, Missed Services and the need for a new CRM Dashboard. The goal was to find common ground within the various departments, to share an in-depth insight into how these departments would improve their operations with a new upgraded system and to explore new ideas and potential solutions to the specific problems highlighted within the Customer Interviews and Usability Tests.
Research Conclusions
Following numerous discussions with the Product Owner, Stakeholders and Development teams, there was a consensus that the following requirements would radically enhance the customer and staff experience as well as significantly improve business processes.
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A new CRM Dashboard, providing customer care agents with total control and governance of the entire waste logistics and transport operations in one integrated software solution
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An integrated system that will allow the management of waste containers that provides specific functionality for waste transport and recycling materials operations
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A system that allows customer care agents to create new customer quotes based on specific waste materials including hazardous and toxic substances
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A new agent workflow that allows management of any missed services and the ability to rearrange waste collection at a specific date and time with relevant charges when due
Backend Development teams & System Architects confirmed that the system infrastructure was currently in place to allow development of these requirements, proving they were feasible from a technical point of view.
SOLUTION DESIGN
User Flow Diagram
The first part of the design phase was to create a User Flow Diagram of the proposed solution for Missed Services. From the analysis phase it was clear that factors such as the customers current service plan and reasons for the collection being missed would determine additional costs where applicable. There was also a requirement to allow agents to reschedule the collection service. The following flow diagram outlines the various scenarios based on specific business rules.
Missed Services - Detailed Wireflow
Missed Service - Prototype Screens
These clickable high fidelity prototype screens were created in Axure, and demonstrate how a customer service agent would select an existing work order that contained a missed a collection and then create and new Missed Service Order with related costs and rescheduled collection date
Create New Quote - Prototype Screens
Prototype screens were created in Axure to demonstrate how a customer service agent can generate a quote for a new or existing customer based on a recurring work order contract or for a single waste collection service. The key functionality was the ability to select hazardous waste items that required a special collection and disposal service.
Manage Containers - Prototype Screens
The following high-fidelity prototype screen were created in Axure to demonstrate how a customer service agent can select and manage specific waste container types and sizes that can been allocated to different customers based on their waste disposal needs. These container types could then be linked to the customers’ existing work order contract.
CRM Landing Page - Prototype Screens
The following CRM Dashboard was designed to give customer care agents full visibility of the work order lifecycle from new opportunities to existing service agreements. It also allows agents to track their individual performance based on weekly targets, new opportunities and recent interactions with customers. A bonus feature was the addition of an integrated calendar.
Presentation and Walkthroughs
As part of the design process all prototypes were demonstrated to key stakeholders and business users. Discussions would also take place with the development teams to ensure the new designs and solution were technical feasibility within the WR1 system. Following the demos and review sessions, updates and revision were made based on feedback and any additional requirements.