OKAPI Reusables Redesign
In 2021, OKAPI Reusables was established by Deb Gray and Emily Chueh with the aim of tackling the issue of single-use disposable foodware. Their innovative solution involved creating a reusable cup network, starting with several regions but with plans to expand to the bustling U-district area in Seattle.
As they prepared to enter this new market, they faced challenges in streamlining their operations and refining the user experience for their mobile app. To help them strategize for this opportunity, our team worked on enhancing the borrowing process and improving the OKAPI app's usability. Our focus was on making the strategic and digital system more efficient and user-friendly, with the ultimate goal of ensuring OKAPI Reusables could thrive in the U-district area.
Team Members
Daniel Gao, Congyi Zhu, Borui Wang
My Role
UX Designer / UI Designer / User Researcher
Duration
Jun 2023 - Aug 2023
Main Practices
UX Design / Mobile App Design / Competitive Analysis / User Flow / Experience Map / Prototyping
Project Schedule
Client’s Problems
Users complained about…
inaccessibility to the OKAPI service for those without access to mobile apps or phones
the absence of adequate incentives for timely cup returns, leading to a lack of motivation for continued use
the inability to conveniently track current borrowings or locate participating cafes through the mobile app
Our Goals
We aimed to:
streamline the borrowing and returning mechanics, ensuring inclusivity for users without smartphones or access to the mobile app
implement a robust reward system that not only encourages timely cup returns but also fosters customer loyalty and continued engagement
enhance the overall user experience of the OKAPI mobile app by incorporating essential functionalities, such as real-time tracking of borrowings and an intuitive café search feature
Market Research
Our team analyzed 6 related business competitors. By comparing different companies that offer reusable container services for takeout and delivery.
✨Strengths:
Immediate discounts upon signing up for a free account
Emphasizes environmental benefits
No limits to returns, and no deposit is required
Features a stylish cup design
Ordering food through the app
Returning containers without additional charges
🚧Weaknesses:
Requires users to scan QR codes with personal devices for container transactions
Relies on user proactivity for timely container returns
Customer service primarily via email with uncertain response times
User Research
Studying the user research result from the research team, we extracted the following insights:
Convenience considerations:
Don’t want to go out of their way to return the cup
Having more locations to return cups
Cups can be easily forgotten to return
Would like to keep cups and reuse them
Budget considerations:
Boba is expensive (approx. 6 dollar per cup)
Additional charges from the reusable cup can increase users’ burden
Possible reward methods:
Free/discount drinks (get 10% off for bringing back plastic cup)
Diverse preferences on borrow & return ways (physical card vs. app)
Member-only deals
Design Requirement
Borrow & Return system w/wo mobile devices
Reward system for return incentives
Make the user flow engaging and intuitive
Sustainable-theme UI design and improve overall visual aesthetic
Ideation
According to the design requirements, we brainstormed various solutions. We discussed these thoughts with our sponsor to in the weekly meetings for iteration and refinement.
To make the product accessible to users without mobile phones or OKAPI app, we ideated 3 distinctive scenarios and user flows that provided multiple options for users to enjoy OKAPI service.
Based on Option 1 (w/ phone) & Option 2 (w/o phone) in the user flow map, we imagined how users would use our service differently. In the storyboards, the 2 delicated scenarios help convey the experience of real users.
Storyboarding
Storyboard 1 - The user with phone
User A easily borrows a coffee cup from a nearby shop using the OKAPI APP on his phone. A enjoys a discount on a drink and reusable cup combo. Later, A receives a reminder to return the cup.
Storyboard 2 - The user without phone
User B, wanting to borrow a cup but without his phone, is informed by the barista that B can purchase an OKAPI membership card for $10. After tapping the card on the card reader, B successfully borrows a cup.
Information Architecture
OKAPI App Lo-Fi Prototype
Lo-fi Prototype elaborates on the information architecture by illustrating with visual design elements and user interactions. This enables us to iterate the prototypes through stakeholder feedbacks.
OKAPI App Hi-Fi Prototype
After multiple rounds of user testing with stakeholder, we optimized our prototypes. The Hi-Fi prototype was developed.
Reward
Milestones & Rewards
You should be proud of yourself! 👏 Check your contributions to sustainability and waste reduction, and share them with your friends.
We value your effort to the world, and we prepared some small tokens of appreciation.
Café Map
Plan your next visit
Are you looking to start at somewhere close to you, or would you prefer not to travel too far for returns?
Search for cafes we've partnered with and explore the types of containers they offer!
Home
Versatile Landing Page
Check out who OKAPI has partnered with, walk in & order, and get your OKAPI cup! While holding the cups, keep track of you current borrowings at anytime.
Ready to get a new drink? Use the QR code scanner to borrow or return in 3 seconds!
Reward
How does this work?
Want to know your progress?
We show you milestones in a transparent and intuitive way.
