GEISERMAN

Phase 1 - Understanding

Mar 2019 - Apr 2019

In order to contextualize the problem and understand the nuances behind grading and categorizing paper, I became the team’s subject matter expert on the paper industry. I conducted research online as well as meeting over video with some of CellMark’s verifiers, who were responsible with the paper grading and classifying at the warehouse.

During this time, the team also planned a research trip to the CellMark warehouse and decided on the different types of UX research methodology that would be employed on the trip. These plans were then finalized and compiled into a formal research project proposal for the client.

Results
Formal research project proposal, submitted to and approved by management at CellMark Recycling.

Phase 2 - Research

May 2020

The team flew to CellMark’s warehouse in South Carolina to carry out the UX research plan. During the three days, each of us on the team completed ethnographic observations and conducted contextual inquiries with different members of the warehouse staff.

At night, the team gathered together and shared experiences and findings that resulted from that day. These discussions were recorded and later used in the analysis phase of the project to determine where breakdowns were occurring in the processes at the warehouse.

Results
Onsite ethnographic observations conducted along with contextual inquiries to determine breakdowns in the intake processes at the CellMark warehouse.

Phase 3 - Analysis

June 2020 - July 2020

In order to analyze the expansive amount of data gathered during research, the team agreed to several analysis methods. The team used sequence models, physical models, collaboration models, and artifact analysis to interrogate the data.

Once the models were completed, the team collaborated using Miro to determine what were the most impactful findings from the research were, resulting in four key findings. These four dynamics not only helped to investigate the data, but also provided a framework for the team to use in developing and analyzing the key insights that resulted from the research.

Results
The four key findings, along with the research methodologies, models, and artifact analysis were compiled into a comprehensive research report which was presented to CellMark management.

Phase 4 - Recommendations

Aug 2020 - Sep 2020

After the four key findings were identified, the team set to work to create solutions for these issues that were impacting the efficiency of the warehouse processes. Using affinity diagrams, the team organized our ideas and looked for common themes and categories.

Then, a prioritization matrix was used to determine which of these were the most crucial and most readily solvable issues. This led to nine recommendations for improving the intake and categorization processes at the CellMark warehouse. These nine recommendations were articulated in a findings report, which was presented not only to CellMark’s management, but also the the workers at the warehouse. The workers felt so strongly about the potential success of the recommendations that they immediately implemented several.

Ultimately, the findings and recommendations resulted in a decrease in the time of the intake process by approximately 20% and a reduction of errors in the grading and classification of the paper by about 10%.

Results
Nine recommendations for improvement in the intake and categorization processes at CellMark’s warehouse in a formal report. When implemented, these recommendations decreased intake time by 20% and amount of errors during the grading process by approzimately 10%.