Explore the Impact of Your Waste

Compology

  • Outcome

    Decreased customer requests for custom reporting

  • Role

    Product design, user research and visual design

  • Timeline

    4 months

  • Tools

    Figma
    UserZoom Go
    User Interviews

 

Problem

The sales and customer success team are asked by customers to regularly compile various reports and in-app data to showcase opportunities the customer can take to improve their waste program as well as how their waste program has performed historically. This takes a lot of time and resources from these teams that could be better spent elsewhere. 

The current insights page is not aligned with the needs of our current core customer segment and doesn’t align with the story that our customers are responding to around “Waste Metering”. There are no explicit calls to action and no in-app analysis of historical trends to encourage customers to take action each time they log in. Rather they are dependent on their Customer Success Manager to compile the data for them.

 

Opportunity

We saw this as an opportunity to create an updated landing page when a user logs into the web-application. Visualizations that showcase a customer’s waste metering journey as well as actions they can take now, will drive further engagement in addition to: 

  • Decreasing time Customer Success and Sales spends creating customized reporting

  • Giving ownership of the data back to customers where it belongs

  • Creating greater opportunities for insights to be realized as customers are able to play with the data in ways they previously could not

Wireframes

  1. Buttons linking to a filtered containers page for each of the data points the user can act on immediately

  2. Cards for each of the major data areas, which included high-level numbers as well as visual representations of the data over a fixed time period

  3. Buttons linking to views of this data broken down by different segments

 Interviews: Users and Internal Stakeholders

We conducted a prototype walkthrough and interview with 5 Compology users and 5 internal stakeholders in marketing, CS and sales.

Learnings

  • Information overload, not sure where to look or what I should prioritize, or what the difference is between the top buttons and the data cards below

  • Didn’t tell a compelling story for each card

  • Users wanted to see the data visualized for different time periods depending on what they were using the data for:

    • Quarterly business review

    • Yearly lookback with board

    • Monthly after implementing an operational change

    • High-level numbers around total service events and yards collected were not useful

Design Iteration #1

  1. Visually separated “Right now” and “Performance” areas to highlight the different use cases for each

  2. Added the ability to change the lookback period of the data visualization to better match the various use cases users have

  3. Made data cards full width of the page to call attention to each one at a time

  4. Reduced the number of data points associated with each card to just the most important and used data points in a sentence to highlight the story each card is telling

Second Round of Interviews: Users and Internal Stakeholders

We did a second prototype walkthrough and interview with 5 different Compology users and the same 5 internal stakeholders in marketing, CS and sales.

Learnings

  • Confusion between the daily bars and the rolling average area chart on top

  • The diversion and emissions charts were not telling the story in a tangible enough way. Users don’t have an understanding of what a metric ton of CO2e or a metric ton of waste looks like

  • It was often difficult to see a trend over the time period because of daily/weekly swings in data.

Final Design

  1. Marketing story around “waste-metering” began to coalesce and we wanted to have consistency between marketing language and in-app experience, so we moved to have the 4 cards match the 4 pillars of “waste-metering”

  2. Updated to showing weekly numbers rather than daily, to smooth out any data anomalies and removed rolling weekly average

  3. Added trend lines for all lookback periods where it was reasonable to calculate one to help emphasize directionality of changes over time

  4. Added real world equivalents to the Diversion and Emissions visualizations to cement them in tangible values

  5. Changed diversion to be a 100% stacked bar chart to account for change in amount of refuse collected weekly

  6. Made Emissions chart stacked bar to be more consistent with other visualizations

  7. Added visualization rollovers to show detailed breakdown for each week

 
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Streamlining the Rightsizing Workflow
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Evolution of the Containers Page