DRS - Collection Agent App
Overview
The Deposit Refund Scheme (DRS) encourages recycling by attaching a refundable deposit to beverage containers. When consumers return used bottles through Reverse Vending Machines (RVMs) or Soundboxes, they receive their deposit back. This initiative reduces waste and promotes responsible disposal.
First Pilot Location
Kedarnath Temple trek, Uttarakhand
Partners
Uttarakhand Government and Recykal
Research and Discovery
To gain clarity on the challenges, we conducted the following research methods:
Shadowing the Process
Observed agents during active collection to map workflow patterns
Conversations with Agents
Discussed pain points and gathered feedback directly from agents
Operational Issues Log
Documented internal roadblocks to improve coordination and spot process gaps.
Unpredictable Device Failures
Frequent device failures with no manual backup process
No Earnings Transparency
Manual earnings tracking prone to error and mistrust
No Manual Backup
Poor coordination in recyclable pickups
Poor Logistics Coordination
Limited visibility into device status and metrics
Design Goals
After analyzing the challenges faced by agents, our main goal was to provide these key features to improve their day-to-day operations:
Real-Time Device Monitoring
Minimize downtime through real-time device health monitoring and error notifications.
Manual Return Process
Ensure continuity of operations with backup solutions for device failures.
Handling Fee Tracking
Improve trust with a transparent earnings tracker that updates in real time.
Easier Pickup Scheduling
Save time with an intuitive logistics scheduling system.
Solutions must work reliably in low-connectivity environments, require minimal training to adopt, and demonstrably reduce time spent on administrative tasks whilst increasing transparency and trust.
Design Execution
After analyzing the challenges faced by agents, our main goal was to provide these key features to improve their day-to-day operations:
Final Designs
Testing & Validation
To validate the MVP, we conducted a two-week field test with 15 collection agents during the Kedarnath pilot. The goal was to evaluate real-world usability, efficiency, and agent satisfaction. Our approach combined qualitative insights with measurable outcomes:
In-person Shadowing and Communication
We closely observed agents as they used the app in their daily routines, engaging in direct conversations to understand their needs, struggles, and feedback in real-time.
Quantitative Metrics Collection
We tracked key performance indicators such as time saved, task completion rates, and overall satisfaction score to evaluate the app’s impact on efficiency and usability.
The testing revealed significant improvements across all measured dimensions, with agents reporting high satisfaction and demonstrable efficiency gains.
Increased Task Confidence
Agents appreciated the clarity provided by real-time device monitoring and error notifications.
Improved Efficiency
The new scheduling system eliminated the need for multiple phone calls, saving time.
Earnings Transparency
The earnings tracker reassured agents that their payments were accurate and up-to-date.
Faster Troubleshooting
Agents were able to resolve issues faster, even when devices malfunctioned.
Higher User Satisfaction
Agents found the app intuitive and appreciated having everything they needed in one place.
Navigation Challenges
Some agents felt navigating between features took extra steps.
Visibility of Key Metrics
Agents suggested making total earnings and bottle collections more prominent.
App Responsiveness
A few agents reported slight delays in screen loading during peak usage.
Offline Mode Needs
Agents requested offline functionality for low-connectivity areas.
Conclusion
Observe Before Designing
Real field observation revealed needs that documentation missed, providing invaluable context for design decisions.
Iterate With Intent
Regular feedback cycles shaped usable and meaningful features that truly addressed agent needs.
Design for Reliability
Consistency matters more than visual complexity in low-resource contexts and challenging environments.
Collaborate Early
Working closely with engineering and product teams ensured scalability and technical feasibility.
The Collection Agent App unified disconnected recycling processes into one reliable digital workflow. It helped agents work confidently, reduced downtime, and strengthened transparency across the DRS ecosystem.
Confidentiality Note
Certain design flows and key screens are omitted due to confidentiality. Detailed walkthroughs can be shared privately.