This document provides an analysis of an interactive application to be designed for a refuse and recycling company. It includes: 1) Three scenarios describing typical situations faced by different user groups of the current system: refuse collectors, site administrators, and customers. 2) Analysis of the physical, social, and organizational contexts in which users will interact with the application, including considerations for the work environment, privacy, communication needs, and technical compatibility. 3) Proposals for the application, including a handheld device with GPS for collectors, a central database for office users to access information and communicate, and a public-facing software for customers to access collection details. The proposals aim to integrate the different user contexts into a co

1. Crystal Springall Jack Wardale Gordon Wilkinson
Group Assessment: Task 2 – Analysis of an Interaction Design problem
For this task, we have to design an interactive application for the refuse and recycling
company WiseWaste. Before we can do this however, we must use analysis techniques to
gather data about the current system. This is so that we can identify problems with the
current system, the different users of the system, and what goals they will require the
product to achieve and in what scenarios, before we start the design.
One technique often used to help understand user requirements is scenarios; they are
written as a narrative and portray circumstances similar to those that would be found in the
current system. They are told in a story like way to help designers understand how people
carry out daily activities and identify situations in which the product would be needed by
different types of users. I chose three different user groups and wrote a scenario for each
one to try and encompass the range of activities carried out across the company in order to
help make a design that caters to all users.
Scenario 1:
Its 10:30am at the Wise-Waste recycling depot, Dan is sitting in office talking to one of the
drivers about what he delivering and instructing him where it should go, there is a queue of
drivers behind him waiting to talk to him about the same thing, albeit about different waste.
Suddenly Ben, another employee, bursts in complaining about a driver who is threatening to
dump the contents of his truck in the nearest container as he is behind schedule, and asks
him if he can talk to him as he can’t be reasoned with. Dan explains that he is too busy and
that Ben will have to explain that he will be prosecuted if he does this, and that no other
waste could go into that container until the incorrect waste was removed, so it would only
hold things up more…
Scenario 2:
Gina is waiting outside a supermarket in her van; she is waiting for the manager as there is
too much waste for her and her employees to take to the depot. They can’t leave the waste
as it is piling up due to a missed collection, but they cannot take it all, so she has to
negotiate with the supermarket manager about the best course of action. He is very angry
as he wants the waste gone, but Wise-Waste have rules about how much waste the vans
can carry. She is filling in a form when the manager comes out, she explains that there will
be another van coming later in the day to collect the remaining rubbish that they cannot
take…
Scenario 3:

2. Crystal Springall Jack Wardale Gordon Wilkinson
Its 6:30am and Jack is going from house to house emptying the recycling bins with his
colleagues. He has a large area of Sheffield to cover, and is becoming increasing frustrated
with the amount of rubbish he is finding that cannot be recycled in the recycling bins. When
he finds a piece of incorrect rubbish, he has have to take a leaflet that explains what rubbish
is and isn’t recycled and attach it to the bin, before correctly disposing of the rubbish. This is
very time consuming, and most people don’t pay attention and do the same again the next
week…
Expanding from the scenarios, we will identify the many working situations in which users
will use the product within the company. This includes what tasks and activities it will be
relied on to assist with within different contexts or environments. We each observed refuse
and recycling collectors and used what we saw to gather data about context of use
Physical Environment
There are a number of different physical aspects to consider; The noise in storage depots
and recycling facilities will be usually be quite loud especially when its busy and there are
lots of vehicles transporting and dumping waste. This would be less of a problem however in
an office or on a street, but there must be no sounds included in the design of the product
for any reason as it would be seldom heard or understood by the user.
The weather will have a big impact of our design; a large number of users will be using the
product on the move and not under cover where it will be subjected to outside elements.
The product will be required throughout the year in all conditions that are typical of the
climate in and around Sheffield. It will have to withstand wind, precipitation such as rain,
snow, hail and other damp conditions. Temperature both cold and warm must not affect it
functioning.
Other physical aspects that may affect the product include the conditions into depots and
waste facilities. Some of the areas it will be used, especially landfill sites, will be hazardous
environments for dust, dirt and small loose materials that could interfere with the
mechanism of the product. Due to the physical nature of the work a lot of the users will do,
it will also have to withstand considerable force as it could accidently be dropped or
damaged in some way if it were being used in conjunction with physical activities.
Social Context
The product will have to fit it with the users’ working environment. Whether it is in the
office reporting figures on a computer or with a driver logging statistics into a mobile device,
there will likely be more than one version of the product that changes to fit the device it will
be used on and the task that it’s required to perform. WiseWaste have a number of clients
in many different working environments such as hospitals, supermarkets and schools; as
well as catering for the employees that visit these places in conjunction with using the

3. Crystal Springall Jack Wardale Gordon Wilkinson
product, it is likely that clients or may come into contact with the product in some
situations.
Privacy issues include requiring user authentication to access accounts and documents that
contain information or software that only employees are allowed access too. This would be
fairly universal across all versions of the software, a unique username and password would
be set for employees and staff to acquire access to the product that only they would know.
They would have to remember the details for everyday use to carry out tasks on the system
and not give them out to anybody who is not allowed access according to company rules.
Other users who may also require unique to details to access to certain records include
clients, partner recycling facilities and government agencies, but they would likely be sent
records within their own company, rather than having their own personal login like
WiseWaste employees.
The software will have to fit with similar existing products that are currently used by similar
companies, and that fit the social norms that surround user interaction with devices. There
will likely be many features such as a messaging system, work schedules and timetables, and
include interaction such as touch sensitive screens and inbuilt keyboards depending on the
device design. We will aim for it to become an accepted system among employees that is
easy to use and recognised as software that allows the user to complete tasks competently
and, more importantly an improve how information is tracked and recorded.
Organisational Context
As mentioned briefly in pervious paragraph, the product will likely include features that
allow users to communicate with one and including a messaging or email type feature. This
could include sending information within the company such as logging what waste has been
collected to the relevant department, or sending a group of reports to a client in a different
company. Some employees may only be able to communicate with certain colleagues with
whom they need contact with the most in order to carry out tasks and pass information, and
may have to go through others to communicate with certain colleagues within the
organisation in higher roles such as management should they need to. It is unlikely that a
manager would be able to get into direct contact with a certain driver, or vice versa, as they
wouldn’t need to on an everyday bases.
Technical Environment
Each different version of the software, regardless of device, must be compatible. If a user
uses the product on a computer and then uses the product on a mobile device, there should
be no difference in the way they have to use it as it should transfer consistently. It should be
designed taking existing usability convention into account and should not be difficult for
computer/device literate people to use. It is also important it can interact with other
companies’ software e.g. using the same or similar programs so that files and information

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can be passed, shared and edited without technical issues limiting the data to only be used
within the company.
In order to gather more detailed evidence, we created a user profile for each of the user
groups the product will be aimed at. User profiles go further than scenarios by capturing
attributes specific to the indented users, this includes things we already know about them
as well as details that could influence design. This includes information such as physical or
mental traits, specific character traits and work experience or education.
User group: Refuse Collectors – Predominantly male, between 20 – 40 years of age, physical
strength and stamina is high due to the nature of the job, used to early mornings doing
continuous heavy lifting on most days. Financially they are not ‘well off’, they have little
spare cash from what they earn and most are working class. Education level is similar among
employees; some leave school at 16 to work and some go on to earn diplomas in physical
and mechanical subjects such as vehicle maintenance, construction and joinery. Most have
had various similar jobs and have little patience for authority which often loses them jobs.
User group: Administrators – Male and female, between 25 and 65 years of age. They are
highly intellectual and have considerable responsibility within the company. Work is office
based and they spend most work hours on the computer carrying out tasks, the younger
employees in particular are very computer literate and are competent with new
technologies. Some are educated to degree level or have an equivalent level of
qualifications as required for the job; older employees in particular have considerable
experience. Each has a good knowledge or maths and is good at calculations as well as
having good literacy and language skills. Financially they are well paid in their position and
enjoy a high income that increases with age and experience.
User groups: Site Coordinators – Both male and female, between 25 and 45 of age. They
have good perceptual skills, often having to watch over various employees and assess the
site as things happen, as well as troubleshooting when things go wrong. Knowledge of the
site and domain is high and they are in a position to delegate jobs and orders to others as
they see fit. Experience is essential and relevant; they will have likely worked at smaller sites
first seeing over smaller teams of people. They will have to have good organisational skills
and cope well in busy working environments. They are focused and have little patience for
those who work slowly or make mistakes, and will be stern where they see fit, but at the
same time are able to diffuse complex situations and offer peaceful solutions.

5. Crystal Springall Jack Wardale Gordon Wilkinson
Task Analysis
The main tasks we have identified by using the key concepts plan, to identify the key goals
and tasks to analyse the problems which need to be solved.
Goals Tasks
Tracking recycling units Add unique tracking numbers to the
recycling units
Tracking units from the point that they are Utilise a tracking system where the units are
requested to the point where the client signs scanned each time they are logged
for the delivery
Reporting on current units by client and by Make a report separating the recycling units
recycling facilities separately
Clients need access to their information Add specialised users to the system which
have certain privileges, e.g online
Recycling facilities also need access to the Add specialised user to the system which
system; they need to be able to edit their have unrestricted access to the information
general details, and also update information
regarding earnings
The fining mechanism should be Set up the system so that users can
customisable customise the fining mechanism
Government agencies and other Add a function so that a report can be
organisations need access to reports produced sent off to the relevant bodies.
Our Proposals
Proposal 1 – Physical environment
In a physical environment we propose that the user take out a hand-held device with them
which will tell them the location(s) they need to go and after this is done it will require an
electronic signature from the client to say that it has been done correctly. This device itself
will have a tracker device built into it so the whereabouts is always known. Since the target
audience for this device is 20 – 40 with ranging abilities the device will be a full Graphical
User Interface (GUI) so the device will be simple for all to use which in turn allows the
refuge persons to continue with their job more efficiently. In addition to this the device will
also be hardwearing due to the conditions it may be subject to as mentioned previously.
Once any information has been filled in the device will automatically send the information
back to the office where it will be logged on a database system. Finally this device will be
able to pick up any messages sent from the office so any relevant information can be sent to
and from.
Proposal 2 – Office
In the office we propose to have a database in place to receive all relevant information from
the handheld devices the refuge men take with them. This then allows for a user in the

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office to solve any query from clients more efficiently. This database will be able to be
viewed by all relevant departments so anybody who needs the information is able to see
without having to request it from one particular department. We also propose that a
messaging system to be put in place so that departments can contact each other if there are
any outstanding queries and as mentioned in the above paragraph this will also be available
on the handheld device for any urgent matters that may occur. With this in place it will cut
down any of the confusion within the company allowing the company to physically flow
better.
This will be used predominately by both Administrators and the Site Coordinators who both
have developed understanding of how things work around the company and are well
educated however despite this it will mostly consist of a GUI as this is how people
commonly interact with systems and it is easier to use. They will have more functionality
and be able to search throughout this to find any information they ma require from the
database. The administrators on the other hand are the only people who may edit or delete
anything within this database so will have their own access area.
This database will be openly available to the relevant Government agencies.
Proposal 3 – Social
We realise that the clients to WiseWaste will need open access to their piece of software so
this would mean producing a piece of software which can be accessed by mobile device and
computer based systems. To use this, the client must input an individual Username and
Password unique to them to keep any information of theirs strictly confidential. This will
then take them directly to their details stored on the database in the office of WiseWaste
allowing them to see what’s been collected and timetables showing when other collections
will be. There will also be the option to order out a collection if the client needs and the
messaging service incorporated in the office will extend to this part of the software also so if
client had a queries they can send a message which will then be received In the office ready
for reply.
These three proposals will fully integrate with each other giving the company a fully
computerised system in which employees and customers can contact one another and find
out any information. With information being stored in a database instantly, this leaves less
room for mistakes to occur. Overall this allows the company to work with its customers
more efficiently.