Meet our users

Identify the users is one of the first steps of the UX Research. We could just design a cobot and propose to our customers, most probably as common there were going to highlight problems and we were going to realize the cobot was not user friendly. On the contrary, we decided to dedicate more time on the research and conduct a user-centered research. During these months we conducted several observations with the users in their working space and we decided to design a cobot which could work with users form day one. 

After conducting observations in the local supermarkets, interviewed the store managers and the workers, and spend time with the workers during theirs shifts, we could finally identify our users. 
 

The users which will work directly with Pumba are categorized in 4 types of workers:

1. Intern 

2. Temporary Full-time employees

3. Permanent Full-time employees

4. Part-time employees (Student workers)

The average age of the employees is between 15 and 50 years old, with some cases when the worker is more than 50 years old.

Are you ready to get to know better our users?

Rikke Rasmussen

Rikke works in the supermarket as full-time worker for 30 years. She knows what to do and sometimes she in charge of explaining the interns or the new employees what to do when the store manager is not present. She likes her job but in recent years it changed a lot, becoming more stressful. The managers want efficiency because at the end of the day the shop must be clean, in order and the customer must be satisfied, as has the upper management. She works mostly in the storage area. She drives the platform pallet truck and sorts the products that have just arrived with the distribution companies’ trucks. It’s a repetitive work and she does it for most of her shift. Thanks to the motorized pallet lifter Rikke is much faster today than she was in the past. Sometimes she also has to deal with customer care, because some products are not available directly in the shop but have to be picked up in the storage. Rikke mostly works in the evening/night shift when most of the products arrive. There is a lot of work, so she collaborates with an external company that restocks the supermarket during the night (Event Force).

GOALS

• Rikke wants to be fast, in order to manage to finish sorting all the products on time. The supermarket where she works gets products several times during the night and she is the only one sorting them.
• She wants to organize the storage area in a good way. Rikke knows where to take the different pallets

FRUSTRATIONS

• Rikke gets annoyed because lately the arrival of many products and the storage area are extremely messy. There are boxes and pallets everywhere. It is difficult to go through, but she tries her best to sort and organize everything. There are some parts of the storage area which are messier than others.
• Rikke had to learn how to use the mobile computer to scan the barcode of the pallets when they arrive in the storage.
• She is a bit concerned because in this technological era everyday there is something new to learn, and she is afraid soon she will not manage to keep updated.

 

Jonas Hansen

Jonas works in the supermarket as intern. The municipality found him this job, so his salary is paid half by the municipality, half by the supermarket. He didn’t want to go to school anymore and also had difficulty to find a job for not having previous experiences. At the beginning everything was new as it is his first job. He likes this job even if it’s temporary. He hopes to be hired when the internship is completed. He likes that he can interact with people, be more responsible and think in a more entrepreneur way. The first week they taught him what and how to do his tasks, they also explained how to deal with heavy products, and taught the best way to lift and carry around the items. He is interested in robots; he thinks it can really help him and his colleagues during their work. One of the heaviest products they carry are the beer crates, and if a robot could carry these types of products for him to the shelves it would be easier also dealing with the rest of the tasks.

GOALS

• Jonas likes to work effectively. He does what they instruct him at the beginning of the shift. Sometimes he also has to deal with unexpected tasks.

• He tries to be fast, but sometimes it is difficult as during the shift he deals with several tasks.
• When Jonas is restocking products, which are in heavy boxes, he tries to separate only the required packages on the trolley, so he doesn’t really need to lift the heavy boxes. It takes a bit more time, but this way doesn’t risk getting his back hurt. If he can’t do that, he uses pallet lifters.

FRUSTRATIONS

• Jonas would prefer to do one single task at a time, while in his shift he has several things to take care of (restocking, customer care, cashier, cleaning, etc.)

• What annoys Jonas more is lifting heavy products:” Many times, I don’t have time to ask for help, so I have to do it by myself.”
• After restocking he also needs to discard the expired products
• Products close to the expiry date must be placed on plastic creates and stored, for later be put on sale shelves.

Martin Jorgensen

Martin works as store manager for about 10 years. He has previously worked in another chain of supermarkets. Being the store manager has both positive and negative aspects. He can choose his team as he deals with interviews, salaries and so on, so he can create a good team and avoid problems. On the other hand, sometimes it feels like everything is on his shoulder, since there are only few people working full-time and the rest are part-time and student workers. He manages approximately around 25 people. He works between 8 and 12 hours per day and must make sure that when he is not there, the supermarket works in an efficient way. The supermarket receives pallets three times a week getting between 30 and 60 pallets of nonperishable items per week in different sizes, while fresh food like vegetables, fruits, dairy products, meat and bread arrive every day (an additional 30 pallets per week). The district manager is Martin’s superior and comes once a week to check the shop which has to be clean and in order. He checks how the products are presented from a marketing point of view.

GOALS

• Martin wants that the shop run smooth.
• The shop must be always organized, he wants to get a good evaluation from the district manager.

FRUSTRATIONS

• Due to the size of the shop and the number of pallets per week, it is difficult to manage everything. There are always unpredictable things happening.
• Reorganizing the shifts when someone is sick is a challenge. Martin wants to have a good team during all day, so he tries to mix experienced workers with younger ones.
• The store has between 18 and 33 workers and they all need to know what to do. During the shifts they have different tasks and different priorities.

Mette Pedersen

Mette works part-time in the supermarket, usually for 15 hours per week but sometimes more. At the end of the shift she feels really tired, even more if she has just restocked for 7 or more hours. She goes several times in and out of the storage area, mostly because she tries not to carry too many products at once on the restocking trolley. She has worked for over a year on another supermarket and has recently changed to the current one.

GOALS

• Mette tries to be effective during work, she tries to restock properly and prefers to do only that task.

• When restocking she tries to be fast.

• She likes to do a good job so the manager and also the customers are happy.

FRUSTRATIONS

• Mette doesn’t like to sort the products that later have to go back in the storage, since it is a repetitive task and the boxes are extremely heavy as they contain mixed products. 

• She is a student at the end of the day, so she just wants to have some money in the pocket to enjoy life. The job itself doesn’t really matter; she does whatever has to be done.

• She has to replace the products on the shelves because sometimes a colleague has placed the products wrong and the customers do not manage to get the products.
• She gets frustrated when she has to deal with too many tasks at the same time.