[MEL18]

2018 Melbourne Design Awards

spaces, objects, visual, graphic, digital & experience design, design champion, best studio & best start-up, plus over 40 specialist categories

accelerate transformation, celebrate courage, growing demand for design

Cleanaview Customer Portal [DRAFT]



 
Photo Credit : Marcus Ioane and James Cook

Gold 

Overview

Cleanaway is Australia’s largest waste management company, leading the industry with their recycling and industrial waste solutions. Sustainability is at the heart of the business, and Cleanaway take pride in engaging with the community to drive innovative ways to increase the effectiveness of their waste management systems and ensure the delivery of a sustainable future. Cleanaway engaged Conduct to implement the Rapid Design Validation (RDV) Lab, which set the scope for the design, build, and implementation of the Cleanaview portal.

Cleanaview allows councils to understand the status of, and how, collection and ad hoc runs are progressing in real time. The position of trucks can be easily traced on a map which shows their current activity, feeding back address level information for any waste collection events or issues that may occur such as contamination and bin damage. It easily produces customer reports for Cleanaway's clients, such as bin events, vehicle runs, and work orders, as well as instant access to all invoicing.

Conduct worked in parallel and in close collaboration with multiple vendors, all building on a short critical path to update legacy systems and build new green fields technology. This multi-streamed development produced a dynamic and complex environment for Conduct to design, architect, and build the customer portal Cleanaview that presents and interacts with data from both new and legacy primary data sources.

Project Commissioner

Cleanaway

Project Creator

Conduct

Team

Simon Krambousanos - Head of Product
Paul Blake - Lead CX Designer
Paul Bonacci - Project Manager
Steve Reynolds - Technical Director
Chris Errey - Software Engineer
Julien Fournier - Software Engineer
Adam McArthur - Software Engineer
Marcus Ioane - Designer
James Cook - Head of Design

Project Brief

Cleanaway had identified a demand in the market to provide local councils with a digital management platform to enable staff to directly access real-time information about their waste management vehicles and services. Cleanaway had no existing digital portal which made reporting to councils difficult. Real-time information enables and empowers council support staff to provide first contact resolution with their rate payers and improve their existing system of convoluted communication flow.

Conduct also assisted in the design, development, and delivery of MyView, an app for truck drivers which forms part of the portal and easily allows drivers to lodge alerts. If a truck driver comes across an issue or event, they can easily use a tablet mobile app in the truck to report the event. Context matters greatly in this design due to the very specific safety regulations and policies for truck drivers.

The web application, Cleanaview, is a complex system which securely aggregates data from a number of historical and real-time data sources into a unified dashboard. It was built using The ReactJS Framework, and a custom API designed to pull information from isolated cloud based data sources. The project was extensive, requiring the team to navigate complex technologies and a widespread group of stakeholders, marrying legacy systems with innovation.

Project Innovation/Need

Cleanaway identified a very specific requirement to digitise their management services and streamline their convoluted communication processes. For example, rate-payers would lodge a complaint with the council regarding their bin service, the council staff member would need to call staff at Cleanaway, who would need to contact the bin driver to identify and resolve the issue. This communication would then flow back along the same channels to the rate-payer who originally lodged the issue or complaint, the entire process of reporting an issue would frequently take 24-48 hours.

Conduct entered into a Rapid Design and Validation phase to help define the problem scope through investigation of the issues that Cleanaway had highlighted. Including identifying discrete user groups and their needs and marrying them up with overall business goals and objectives.

Cleanaway also required urgent design and delivery of the product. Conduct were called up to both design and build the public facing web application for the portal known as Cleanaview as well as an addendum app to for Cleanaway's truck drivers called MyView. Conduct worked in collaboration with many vendors in a dynamic and complex environment to bring together a consolidated cloud based web application that presents a secure single window into both realtime and historical data from new and legacy systems throughout the Cleanaway network.

Design Challenge

Conduct implemented their Rapid Design Validation program to further understand the challenges identified by Cleanaway, including how truck services data could be presented in a timely and user friendly way. The team developed key segmentations and user group personas that identified Cleanaway’s clients’ attitudes towards waste disposal. This research revealed the different ideologies, standards, and market drivers towards waste management of various councils and Conduct was able to take them on the journey to ensure complete adoption, engagement, and usage.

Throughout the process, Conduct interviewed over 50 stakeholders and vendors, and involved Cleanaway's customers, truck drivers, and council staff. This ensured that the product satisfied user requirements at all stages of its design and build. Cleanaway have reported that feedback regarding Cleanaview has been overwhelmingly positive, particularly noting that the product delivers real-time insights into their services, simplified reporting and data visualisation, while streamlining communication for its clients and rate-payers.

Furthermore, like all information systems that handle business and operations data security was very important for the Cleanaview system. Conduct applied industry best practice methodologies across the board including encryption of data in transit and data at rest, secure session management and authentication.

User Experience

Cleanaview aggregates complex data sources behind the main user interface, which is designed to be easy to use, and time efficient for Cleanaway’s customers, including council staff. Truck drivers use the app, MyView, to log events and issues, while a report feeds back into Cleanaview in real time.

The location issues, photos, and route information are immediately sent with the report as the app taps into 7 onboard cameras for added driver safety, providing evidence of events such as bin contamination. The report includes images, scheduled job and history of jobs and pickups at residents address within the council, and is then available to support staff who login to the customer portal. The team prototyped closely with drivers in-situ to ensure MyView would deliver upon the goals set at the start of the project.

Conduct interviewed over 50 stakeholders and vendors, and involved Cleanaway's customers, truck drivers, and council staff throughout the process. The Human Centred Design approach lead to the broadening of the design piece to include the MyView app. The vision of this project was realised out of the RDV Lab and the product was released and successfully implemented within three months.




This award celebrates creative and innovative solution design for the successful delivery and provision of services. Consideration given to system integration, user experience, product design
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