annieszot
commented
5 years ago Context (whiteboard session 8/1/2019)
And Notebook notes Universal Recycling Ordinance Notes from Thursday, 8/1/2019 Attendees: Keri Greenwalt, Chase Norris, Katie Mulholland Laura Trujillo, Annie Szotkowski Agenda: 1) Review content 2) Resident-friendly 3) Plan for alpha
1) Website edits
Service-oriented language into business side of city services
Katie- timeline
Work starts oct. 1 - Interface w/ businesses
Manag. Review stuff by Sept. 8
Ex. Sorting guide – break up multi-family/commercial
URO- all businesses in Austin to provide access to employees, tenants, for recycling
Materials for single-stream
Access requirement
Convenient
Sufficient capacity
"pairing"
Recycling dumpster next to 25 feet trash dumpster
Report
Annual diversion plan – ARR's key performance indicator
Need to hit 85% completion rate
Challenge - Getting people to fill out that plan
Recycling | organics
Organics – food scraps – diversion is easy for employees
Donate food to people, food to farms, animals, composting services
Reduce – waste reduction practices so not creating waste
Multifamily, businesses, hospital, grocery store
*See user journey (chase's email) - see users
Biz - recycling/food - should be one form but now two
-Go to website, create an account, do you recycle -> compost, business – do you have a business? Do you compost?
Laura – painpoints? Where do they get stuck? What questions do you get the most?
Annual diversion plan – jargony – austintexas.gov/diversionplan - often times people mistype
-cost-benefit analysis
Businesses already diverting organics – they think it costs more, but are already doing it
Zero waste strategies report (meeting)
-businesses don't know they have to submit the report every year
-Currently building a form internally with CTM – Sarah Smith
-tweaking – now if you are same person, information refilled
There are language barriers
Organics "food" - animal and plan product
One form- one plan/prompts
Now Have checkboxes
-quickly
So simple, so short, but not clear
Links out from the form
Instead:
Waste reduction practices that meet requirements
-checkboxes
-checklist
-triggers/recognition
-triggers inspiration
Building confidence in getting them to fill out this thing
ARR gets better data
[True] Colors
Blue-recycling
Green-compost
The universe of franchise? Recognizable? Coordinates colors with colored boxes on "warning" letter
My question- when business call you, what are their general questions, what do they get hung up on?
Chase- first show people the URO page
They get hung up on:
-basic language – city requires businesses to provide sufficient and convenient recycling
-education/provide support to employees
-capacity is different – enough capacity?
-every year
-needs to be bilingual
Language hangups
-diversion
-organics
"real property ID #"
Real ID
-unique identifier in ARR, Travis County
City businesses – all letters received from ARR have ID
Laura – y'all have a great baseline
Curious about – property tax ID/ Real ID
SDL project – APH, ARR, numbers on permits
Internal deadline
Solve 1 pain point existing content
ADHD user – keep them on the page, give them what they need; put big buttons lower down, integrated, did I meet requirements? Requirements on 1 page, keep resources together
Pain points
-biz recycling + food forms – technical – last page looks like submitted but haven't
Annual diversion pain – here is what is accurate but not particularly clear
Profit margins are so small, restaurants are already diverting to save $. The don't know what counts
Restaurants think it’s a composting requirement URO organics diversion requirements
Don't know they have to submit every year
Plan submitted via 3rd party – 1 email "can't add other emaill addresses/accounts
URO language hang-ups
Food truck permits- have 2 #s...neither of which is what ARR needs
"Accurate but not clear"
Laura "Y'all are doing really great work" - ARR "We're writing to other cities, EPA" need to write to people using the services
URO written [to]? Lawyers?
Automate tech, more outreach return to the recycling
Gov.uk example
If doesn't meet requirements, feedback loops, info. On how to meet requirements.
What is my recourse?
Videos – some don't need sound
Keri- giving suggestions of what to make that's more actionable
Katie – carrot peeler – designing for the 100% -
Best practice
-H1, H2– tabs, visually impart, alt text
"Eat your vegetables first"
Have a food permit (Arr or Aph?)? No? Fill out this form?
Organics – bulleted list?
Has anything changed? Auto filled
Automatic email?
Review last year's plan; renew – See Sarah's example mobile food truck permitting
New form – Katie
Diverting in a way that's not mentioned above?
1 year data – alternative prorams -> get creative
"How are you not putting food waste into the trash?"
Alpha- streamline copy
desigonz
A deliverable out of the whiteboard session on 8/1/19. Laura said we wouldn't need to produce the content until after the drupal 8 launch but ARR has an internal deadline of Sept 8 for review by managers then Oct 1 for their content they're working on (apart from these issues). I'll clarify timeline/expectations
Possible deliverables for the future: