User Research
Stakeholder and persona mapping was performed to determine the user profile for the revamp project, ensuring redesigned features catered to the needs of the target user.
UI/UX Design
Return & Earn Revamp
Redesigned the NSW Government's Return and Earn digital experience to simplify recycling processes, enhance accessible features, and incentivise sustainable practices.
01
Overview
Project Outcome
- Developed a high-fidelity Figma prototype for the Return and Earn booth interface, improving accessibility through new language features, universally-recognised icons, and audio features, and enhanced functionality by enabling bulk-bottle deposits and adding manual scanning for rejected bottles
- Developed a high-fidelity Figma prototype for the Return and Earn mobile app, innovating location and review functionality
Project Information
- Role
- UI/UX Designer
- Team
- Group project with 2 UI/UX Designers and 2 Product Designers
- Focus
- User Observations & Testing, Process Improvement, Wireframing
- Users
- Recyclers
Problem Statement
The existing Return and Earn experience is inefficient and time-consuming, with machines often making errors, only allowing single-bottle deposits, having unclear support features, and inaccessible digital interfaces, making recycling less convenient and rewarding for users and discouraging ongoing use of the system.
Product Requirements
- Follow WCAG accessibility principles with legible typography, strong colour contrast, universal iconography, multilingual support and audio feedback
- Create a consistent experience across both the physical machine and digital interfaces
- Support different user needs, including individual bottle returns and high-volume bulk drop-offs
- Provide clear system feedback for accepted, rejected or jammed items
- Include accessible help and support pathways across both the app and booth interface
Research Insights
- 01
Limited user support found, as neither the app nor booth interface provides clear help pathways when bottles are rejected, machines jam, or technical issues occur
- 02
Poor site visibility, as users lack real-time information about machine status, hazards, closures or technical problems before arriving
- 03
Booth interface currently features limited language options, has poor visual accessibility as buttons are too small, and unisensory design
- 04
Time-consuming deposit process, as feeding bottles individually makes recycling slow and discourages repeat use; a bulk-drop chute could improve efficiency but would require corresponding updates across the digital experience
02
Concept Development
Process Observations
Return and Earn Booth process was tested and an observation flow diagram created to identify pain points, validating user survey responses.
03
Final Designs
Mobile App
Map functionality was added to the mobile app to indicate which booths are operating, and allowed users to leave reviews and feedback for locations.
Booth Digital Interface
Physical booth redesigned to allow bulk-bottle deposits, manual scanning for rejected bottles added, and accessibility features such as language toggle, audio function, and universal icons added.