Contextual Inquiry: Urple
From IEOR 170 Spring 2007
Contents |
[edit] Team
- Tawan Udtamadilok interviewed target users, created sketches of solution, wrote part of write-up, and helped to analyze tasks and brainstorm solutions
- Katherine Tong observed the behaviors of our target group, helped compile many of the task analysis questions, interviewed users, and contributed to brainstorming and analysis of problems.
- Patrick Liu contributed to brainstorming concepts and on what type of user group should be targeted. Contributed to the contextual inquiry allowing for more data to be analyzed. Contributed to the group project website.
- Jason Hu spoke with Jingtao to clarify assignment parameters, interviewed target users, contributed to the assignment write-up, contributed to interview process design, and created group wiki pages.
[edit] Problem and Solution Overview
Problem:
Proper hydration is important to maintain good health, yet many students drink less that the eight minimum recommended glasses per day (though this is a rough estimate; it's more if they lead an active lifestyle). In order to quench their thirst, students may instead drink unhealthy, sugar and/or fat-laden drinks. Or they may buy imported bottled water, which is a highly inefficient use of resources. And all of these come in disposable containers which are not always recycled when they can be.
Solution Overview:
Our proposed solution is a Water Station system (like water bottle vending machines) placed throughout campus and the residence halls. The user can buy a durable plastic, glass, or metal bottles of water that are tagged to the system. The user can return their empty bottles to the machine, whereupon the returned bottle is then tested for intactness. If the bottle passes, the user is then immediately dispensed a new bottle filled with filtered tap water. The machine will thoroughly clean the returned bottle in full view of the user, and place the new bottle in queue to be purchased by a future user. Perhaps users could also choose to simply have their own bottle cleaned and refilled for free.
[edit] Target Users
We limited our target user group to UC Berkeley students, both undergraduate and graduate, for several reasons. It is a large and dense population that spends a significant portion of its time in a limited area, namely residence halls and on campus. Thus, we could potentially reach ~30,000 people for a good part of their day, with a relatively small distribution of devices (if we chose to pursue a fountain or vending-machine type of solution). Also, this populous is the one that we have most convenient access to, and understanding of, for contextual inquiry purposes.
User #1:
A 23-year-old, male, Chinese-American, 5th year undergraduate studying Cognitive Science. He freely admits that he probably does not stay hydrated enough during the day. When he does consume liquids it is rarely water because he likes to drink things with flavor. To him, they feel more substantial, especially if he's paying for them. He will drink tea in morning, purely for the caffeine. He may carry a bottle of Vitamin Water or Ginger Ale from his bulk stash (from Costco). This grab-and-go convenience is important to him. Otherwise he will buy soda or juice from a restaurant while eating. He almost never uses water fountains because he does not normally feel thirsty at all during the day. He basically only drinks during meals, and recycles his bottles only if immediately convenient.
User #2:
A 20-year-old, female, Japanese/Caucasian-American, 2nd year undergraduate studying Peace and Conflicts study and Japanese. She carries a bottle of water around almost everyday and is willing to buy a bottle of water if she feels necessary. She disregards the fact that she has the option of buying other soft drinks with flavor because she feel that water is healthiest for her and does not mind paying for it. She rarely uses water fountains because she finds them to appear unsanitary and would much rather just carry her own bottle around or buy a buy if necessary. She drinks water throughout the day. She does not like to carry big water bottles around such as a Nalgene bottle because they do not easily fit in her carrying bag and it is a hassle to carry those large water bottles around. She much rather prefers to just bring her own small bottle of water from home and recycle it and then buy a new bottle of water when she is thirsty.
User #3:
A 31 year old, male, Caucasian, 4th year undergraduate studying Geography and Society and Environment. He rarely carries around a water bottle because he does not enjoy carrying bottles in his backpack. He also does not drink very much water because of this. Another reason for why he does not drink water is because he prefers other drinks, such as beer. However, when he does buy water he will always recycle, and he always makes sure to rinse and wash the bottle before throwing it into the recycle bin.
[edit] Contextual Inquiry
[edit] Interview Process
We began by giving interviewees a general introduction to course, interview parameters, and our interview objective, which was to learn about our target users’ beliefs and behaviors with regards to water consumption. We also familiarized them with our inquiry methodology, such as our preference for them to speak to us in concrete, rather than abstract or summary terms. Of course, we had to inform them of these things without giving them too specific an idea about our own proposed project ideas.
We then proceeded to conduct our conventional interviews for 20-30 minutes. During this time, we went through our checklist of topics and questions, while staying flexible to pursue unexpected but relevant lines of thinking. We took notes on paper, encouraged storytelling, and tried to pay attention to any process steps or thought processes that interviewees might have neglected. And though it was difficult, we did our best to stay out of the designer’s mind, and remain open to unusual ideas and unanticipated insights.
Thereafter, some of us completed contextual interviews where we observed subjects while they were engaging in various related activities. For instance, a user was observed while washing their various kinds of bottles, including Nalgenes, coffee thermoses, and glass bottles. Other users were observed while drinking from bottles or water fountains. Yet others were observed in the process of making the beverage purchase decision. During these contextual observations, we were mainly passive observers that occasionally interjected clarification questions.
[edit] Results
It must be noted that we found a striking diversity of opinions, attitudes and behaviors among our interviewed users. One of the most interesting facts about many of the users was that they know they should drink more water, but continue to choose not to. For those who do drank water, many of them preferred to buy water bottles and recycle or throw them away when ithey knew it would probably be cheaper if they reused bottles.
It was not surprising that many users did not wash their bottles before recycling. For this reason User #3 was the most interesting because, even though he chooses not to drink much water, he will always go out of his way to wash a bottle before he recycles it. User #3, however, is very active in recycling and even started a recycling program in his house of 25 people. He washes everything before he recycles because he speaks with recycling centers on a weekly basis and has a better understanding of the recycling process than most people.
Another surprising discovery was that User #1's current behavior was a marked contrast to his behavior merely two years earlier when he carried a Nalgene bottle with him everywhere because he wanted to be healthier. While he had it, he did stay much better hydrated because he always had water available at his side, and he would take drinks even if he wasn’t very thirsty. He would wash his Nalgene only every week because he would forget. However, during this period, he lost and had to purchase a new Nalgene three times, which annoyed him enough that he stopped buying them.
Some users had the perception that water was not a satisfyingly “substantial” drink. They felt that other beverages which contains flavors, colors, caffeine, and alcohol were more worth their money, despite their full knowledge of those beverages’ adverse health effects. Meanwhile, other users made water their preferred drink both because of the health benefits as well as the clean flavor.
We received a diverse variety of reactions in terms of users’ perceptions about the quality of various sources of water. While no user actively refused to drink tap water, some held the perception that tap water was inferior is flavor and/or purity to bottled water. Also, even those who enjoyed tap water felt that on campus water fountains were poorly maintained, sometimes broken, and generally dirty.
After a discussion of the tasks that users need to perform, and through interviews and observations, we determined that people would consume more water if the process were fast, clean, and easily accessible.
[edit] 11 Task Analysis Questions
1. Who is going to use system?
- UC students, both undergraduate and graduate; ages 18-26; all genders
- English-speaking
- some may have physical disabilities
- politically diverse though the majority are liberal-leaning
- a large majority believes in the value of recycling though willingness to go out of ones way to do it varies widely
- well-versed in usage of vending machines, water fountains
- concerned about hygiene/cleanliness of public systems
- prefers quick convenience; annoyed by long lines & waiting periods
2. What tasks do they now perform?
- drinking water from fountains
- drinking water from faucets (sometimes with cups)
- drinking water from disposable bottles
- drinking water from heavy-duty, reusable bottles
- buying bottled water from vending machine or store
- buying heavy-duty, reusable bottles from a store
- carrying bottles of water
- washing bottles
- refilling bottles
- recycling disposable bottles
3. What tasks are desired?
- drinking more water; enough to meet daily requirements
- drinking less of the unhealthy, sugared drinks
- easier recycling of bottles and cans
- easier washing and reuse of bottles
- buying and carrying around durable bottles
4. How are the tasks learned?
- general knowledge
- bottled-beverage advertising
- peers
- health PSAs
5. Where are the tasks performed?
- on campus, in residence halls, cafeterias, apartments/homes, local stores & restaurants
- in hallways, bathrooms, lounges, common areas, kitchens
- indoors and outdoors
- generally well-lit; safe; public spaces - sometimes high-traffic; sometimes lots of background noise; few interruptions
- may be rushed by people standing in line behind you, or swarming to walk around you
- no privacy needs; users not under significant stress
6. What’s the relationship between user & data?
- Not applicable
7. What other tools does the customer have?
- vending machines
- water fountains
- stores, restaurants
- faucets on campus and at home
- friends
- personal water filters
8. How do customers communicate with each other?
- word of mouth
9. How often are the tasks performed?
- daily, sometimes hourly
- varies from person to person
10. What are the time constraints on the tasks?
- before class, between classes, in busy hallways
- people waiting in line at vending machine, fountain, etc
- during meal times
11. What happens when things go wrong?
- dehydration
- unhygenic water
- people fail to recycle
- forget to wash their bottles before reuse
[edit] 6 Tasks
1. The user will drink water (easy): After the user has purchased water from the dispenser, the user can drink from the bottle immediately after the time of purchase. However, if there user does not feel like drinking at the moment, he or she can save the water until later by closing the water container’s lid.
2. The user will carry water in a portable container (easy): The vending machine will give the user water in an environmentally friendly container. After the user has purchased a container filled with water, the user has the option of saving some water for drinking at a later time. To do this, the user simply needs to twist close the cap on the bottle and place the bottle in a bag or backpack. The user could also simply carry the bottle by hand.
3. The user will refill the container with water (moderate): Because the user already has a water container on hand, refilling will be a matter of using another machine on campus or using a drinking fountain to refill the bottle. To user the suggested machine, the user would place the container in a designated opening (indicated on the machine). After this, the user has the option to recycle or refill. To refill, the user must follow the indicated directions on the machine (simply selecting the correct button). Once the button has been pressed, the bottle machine can either refill the bottle or fill a new bottle, depending on the user’s interest.
4. The user will recycle the container (moderate): If the user no longer wishes to use the container, he or she can place it in a recycling bin on campus or place it back in the machine for credit on his or her next purchase. To remind the user to recycle, the container will have a larger than usual recycling symbol on it. The dispensing machines will also have recycling reminds written on them; this will remind the user to recycle when waiting for water to be dispensed.
5. The user will wash the container (difficult): If a user does not have time to wash the container at their home, he or she can place the bottle back into the machine and select the option to wash the container. For users who normally throw away or recycle a bottle without washing them, we have included reminders written on the bottle and on the dispensing machine. In addition to written reminders, a simple cartoon will also be on the bottle showing somebody drinking from the bottle, washing the bottle, and recycling the bottle.
6. The user will be attracted to the appeal of the water system (difficult): To attract users, the containers and dispensing machine will be designed with aesthetic and rhetoric sophistication. By visually appealing to users, we will be able to bring attention to our station and system, which offers a bottle-cleaning feature that no other vending machine offers. In addition, users will be informed will be able to receive credit on their next purchase by recycling their bottles in the dispenser because every bottle has a cash value. The “credit” feature will attract those who do not prefer to carry a bottle because they will now have an incentive to carry a bottle.
[edit] Solution Sketch
[edit] Functionality Summary
On-site Water Bottling
The Water Station will automatically bottle water on the spot, and must be connected through a pipe or hose to a water main. In addition, it must be connected to a waste water main in order to eliminate the byproducts of bottle cleaning. Overall, this local water-bottling feature will eliminate the inefficiency and waste (on many structural levels) of having to import water from Florida, Fiji, etc. This energy savings can thus be used to fund the some of the following energetically costly features.
Automated Sanitation
As sanitation is a major concern, the users will receive visual confirmation that their water bottles meet high standards of cleanliness. Users will place their used bottles in the machine, and it will wash the bottle with features that may include boiling water, soap, brushes, UV lamp, and autoclave. The station features a window through which the user can watch the cleaning of the water bottle. After the bottle is cleaned, it is filled with fresh water and placed in the dispensing section of the station. For added, aesthetic effect, available bottles should be displayed against a spotless, bright, white surface, glowing with back-lighting.
Quality Control
Upon insertion of a bottle, the machine will perform one check before dispensing a new bottle. The bottle will be quickly inspected for leaks. If the bottle contains leaks, the bottle is deemed unusable. Thereafter, the user can choose whether they want the bottle returned to him with no cleaning or refill, or they can choose to purchase a new bottle whereupon the old bottle will be held in an internal compartment for eventual be recycling.
The appearance of the bottles can also affect the popularity of their use. Over time, natural use of a bottle will create external scratches, making the bottle less attractive to the user. To assure that the quality of bottle appearance, the opacity of the bottle will be analyzed after washing. If the bottle’s average opacity is below a certain level but the structure is otherwise intact, the bottle will be recycled instead of reused, and the user will choose a new bottle.
Hygienic Mouthpieces
To instill further confidence in the sterility of the system, each bottle will be fitted with a new, sterile mouthpiece. When returned, the station will remove the mouthpiece and place it into a receptacle bound for recycling. The machine will then thoroughly wash the bottle and fit a new mouthpiece to the bottle. This ensures the user that the bottle is hygienic. Furthermore, the station ensures a 100% recycling rate for all bottles returned and reduces the amount of recycled material per bottle from an entire bottle to a small mouthpiece.
Aesthetic Appeal
Personal style heavily influences consumer choices. After users place a used bottle into the machine, the users will be given the ability to choose a new (filled) bottle from a variety of different styles that vary in color and material (plastic, glass, metal, etc). The ability to choose a bottle that best fits their personality or mood encourages users to take better care of their bottles and to continue to use the system.
Further Bottle Features
We are currently exploring multiple cap and bottle design features that would make them easier to carry and clean, and harder to lose. For instance, some bottles may be deformable so they can be flattened to some degree. Other bottles may be flatter and flask-like, making it less bulky in a user's backpack. Various attached clips or straps might make carrying the bottle easier outside of a bag.
Station Only Accepts Tagged Bottles
All bottle designs bottle will have a unique shape that will be the only kind accepted into the return receptacle. This method ensures that no foreign bottles will be accepted into the system.
Public Information Design
In order to both literally and figuratively “sell” the public on our idea, we must clearly communicate to them the sterility, purity, sophistication, and environmental responsibility of our water station system. This will require us to design bottle labels and station information displays to provide a lot of information about the system at large. Messages on the bottle should be like, “Please make sure I complete my life’s journey and return me to the nearest water station, so that you can enjoy a newly reborn bottle.” Slogans should be like, “fresh ideas, fresh water.” “Water that’s not just fresh, but REfreshed.” Logos or cartoons can also be employed in this regard. If one person buys a bottle and his friend sees the bottle, it is very likely that he will recognize the machine and its purpose when he sees the machine on campus.
[edit] User Interface
A new user will perform the preliminary step of paying for their first water bottle by placing cash in the slot. The user can select a bottle that has aesthetic appeal to them by entering the preferred bottle’s position into the key pad. The bottle, filled with water, will be dispensed from the system.
When the user comes to return the bottle, the user must scan their water bottle to open the return receptacle. Users will place their bottles in the receptacle to wash them. Users will use the key pad to select a new bottle that is in the vending viewing window and is already filled with fresh water. The bottle will then be dispensed to the user.
[edit] Three Scenarios
1) The user will carry a durable, reusable container. The container can be purchased from any vending machine. The user can carry the bottle around campus, take the bottle home, go on a hike with the bottle, etc. The user can bring their bottle back to any machine on campus and exchange their empty bottle for a filled bottle. The returned empty bottle will be washed and refilled at little or no cost to the user.
2) The user will drink water. The user will be more inclined to drink water because it is quick, low-cost, and easy to use. When the user becomes thirsty, he or she can bring their bottle to any machine and exchange it for a new bottle instantly.
3) The user will wash the bottle. As mentioned above, sanitation is a major concern for most users. However, many users do not like to wash the bottles that they own, and they fall into disuse. The water dispensing system will wash the water bottle for the user. The user passes the bottle over the scanner to open the return receptacle. The user places the bottle in the receptacle. The bottle is checked for leaks. If the bottle leaks, it is recycled. If it does not leak, the bottle drops into the washing compartment and is cleaned in full view of the user. This assures the user that bottles in this system are hygienic.
[edit] Analysis of Approach
After doing task analysis, we came up with certain standards for the system. In order to encourage users to drink water we have a large number of water stations around campus. The increased presence of water will allow for convenience. The stations themselves are very efficient and quick – when a user returns a bottle of water, they instantly obtain a clean, pre-filled bottle of fresh water.
When water bottles are purchased, users take the aesthetics of the bottle into account when choosing a bottle. Users base their choice on their personality, their personal style, and their moods. By allowing users to choose from a variety of colors and styles, the appeal of water is heightened, and users are more likely to use the bottle. Therefore, users will increase their overall water consumption.
Though the idea of local bottling of water is not unique (filtered water can be bought in 5 gallon jugs outside of grocery stores), we feel that distributing this water in the convenient form of single-serving water bottles placed throughout campus is novel.
Water bottles are a great convenience. They are sanitary and easy to use. However, many resources are used to create and package bottles and water and bottles are often discarded without recycling.
Users also get their water by buying water bottles that they can refill at their leisure. This is an excellent way to reuse water containers. Unfortunately, many users do not like to wash their bottles out because their shape makes the bottle difficult to clean. The result can be inconsistent cleaning and increased risk of bacterial growth. Over time, users cease to use their water bottles and resort to more convenient (but more wasteful) ways of obtaining water, or they forego drinking water for extended periods of time.
Our approach negates the negative effects of the aforementioned systems. The water station sterilizes and reuses the same durable water bottles, reducing the amount of waste. The user is also guaranteed a high quality of sanitation with the disposable mouthpieces. The mouthpieces are composed of recyclable plastic and are automatically placed into a recycling compartment after the user places an empty bottle into the return receptacle. Reuse and recycling automates the user’s environmental-friendliness.
There are still kinks in our solution. What if the user just wants to return the bottle without receiving more water? How do we minimize bottle theft? How economically feasible is the system (ie. what are the maintenance costs?)? In subsequent iterations, we plan address these questions in the design process to increase the effectiveness of the system.
