There were some limitations to the project in regards to users who could talk to the Design team. Because they were always occupied at the operation, we ended up doing group interviews to make better use of everyone's schedules.
We interviewed 21 UNILOG users, in groups, over the course of two weeks. We used semi-structured interviews and users also shared their screen to walk us through their process in the system. Here are some of what we learned from the sessions:
- The user experience of the train formation in the system is very complex: each page has a code and the user must learn the codes to be able to form the train.
- The processes are too manual: they need to do so much manual work, it is extremely time-consuming.
- There's no system feedback or alerts in case of errors.
- Important information, which could assist the user in their job, is missing from the system: they need to consult other sources.
- System integrations don't work: the different systems don't integrate well and there's a lot of extra work because of that.
- Users consider that manual processes can lead to errors and losses in the operation.
