Zero Impact
Zero Impact turns waste into great products that are light on the planet. Zero Impact produces recycled coffee firewood - made from waste coffee grounds. Zero Impact is Melbourne based and has been operating since 2018.
The client specified four distinct customer groups: consumers, boilers, businesses, and cafe/waste producers. Each customer group was assigned to a different UX team.
Our UX team concentrated on the Boiler group, which represents customers who purchase bulk biomass fuel to power boilers for the manufacturing process in factories. Our task was to update the client's existing website to cater specifically to these customer groups.
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3
Competitor Analysis
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6
Survey Responses
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8
One-on-one Interviews
The Research Process
Our team faced unique research challenges since our targeted customer group, Boilers, were not located within Melbourne or its surrounding suburbs. Additionally, as this was a new segment for our client, we needed to conduct extensive research across various industries to identify potential customers interested in partnering with Zero Impact.
Defining the research
The insights we gathered from our research were categorised into pain points and delights, which we thoroughly documented.
We developed personas for each customer type to define their journey experience. To represent the Boiler group, we chose a persona of a boiler technician who works with gas-powered boilers, as it is the most common type of boiler used in factories.
Site Manager Persona
Boiler Technician Persona
Customer Journey Map
Boiler Technician