Tugo
Reusable takeout container service
Making takeout more sustainable
Tugo is a reusable takeout container service startup disrupting takeout food delivery by allowing customers to get their food in reusable containers. There are over 30 services worldwide allowing consumers to use reusable containers for takeout food, but it has not been widely implemented or normalized. In this project, I explore how we can help consumers more easily adopt this new model.
ROLE
UX Design, UI Design, User Research
TOOLS
Figma, Maze, Zoom, Otter.ai
TEAM
Group critique & mentor sessions
CONTEXT
Concept project
Background
I noticed how much waste was produced every time I ordered takeout food, and even sometimes when I ate inside a restaurant. I hesitated to order takeout from local restaurants, which left me conflicted because it's important to me that I support small local restaurants. But it didn’t feel right to have a pile of disposables left after a quick 15-minute meal. I resolved that there must be a better way.
What led me to this project
The reuse concept benefits from location constraints, so I defined this project as:
A reusable container service startup for the Seminole Heights neighborhood of Tampa, FL
This neighborhood is an area of approximately 10 square miles. This location constraint is important when visualizing the scope of the app and details such as dropoff and pickup in nearby locations.
Scope
Problem
Disposable takeout food packaging is common, but it’s not a sustainable practice
Takeout food is more popular than ever, but that convenience generates a massive amount of waste from single-use food containers. It has a lasting impact on the environment, our health, and the economy.
Solution
Make it easy to get takeout in reusable containers with an app for returns and ordering
Tugo is a reusable takeout container service which allows you to get a reusable container when purchasing takeout food from participating restaurants. After your meal, the container is returned, sanitized, and reused hundreds of times, eliminating much of the waste that single-use containers would have produced.
Discovery
Secondary research
I began by learning more about existing reusable container programs, the business aspect, and the feasibility of the concept.
REUSABLE CONTAINER SERVICES
Tend to be based in large, urban cities
Benefit from location constraints (neighborhood, cafeteria)
Challenge American culture around disposables
Success requires choosing reusables and returning them
BUSINESS & INDUSTRY
Common pricing models are subscription and one-time fee
Most services rely on container drop-off, while very few offer pickup
Restaurants almost always save costs on packaging with reusables
Takeout food delivery is now an established norm
REUSABLES
Reusable food containers always beat single-use alternatives
We should reduce, reuse, recycle - in that order
Recycling is very inefficient (only 9% is recycled)
Reusables lower greenhouse gas emissions and reduce water consumption overall
Guerilla survey
To get an idea for initial impressions and experiences around the concept, I performed a quick survey within my network, asking:
“Have you ever used a reusable takeout container service? If not, would you?”
TAKEAWAYS
1/6 had participated in a reusable container program
2/6 were aware of the concept from college cafeterias
4/6 would definitely try it
2/6 might try after learning more
INSIGHTS
Convenience is front of mind when ordering takeout
Disposables take up space in home trash bin
Perception of reusables being unclean or gross
Ordering takeout in times of stress and mental health struggles
SURPRISE
I learned that South Korea has an established takeout food culture of using reusables, and that they are collected from the home soon after the meal.
I had one main question in mind:
What could make a reusable container service more easily adopted?
Research
Research Objectives
Understand the current takeout food delivery experience
Identify factors involved in the container return process
Determine what successful reuse programs are doing
Competitor Analysis
INSIGHTS
There are several companies offering this service in a larger geographical area, usually a town or part of a large city
In most reusable container services, pickup is not offered as it is likely difficult to implement in a financially viable and environmentally sustainable way.
All of the programs listed intend to expand their offerings to other cities, presumably after extensive market research is done to confirm a good fit. But the issue is pressing enough that we can’t afford to wait for these services to expand.
There are over 30 reusable container service companies worldwide. I focused on three that are well-established and successfully operating.
User interviews
In my interviews, I learned more about the current experience ordering takeout and learned more about the role of sustainability in their life.
OVERVIEW
4 participants
Ages 35-45
Android phone users
INSIGHTS
All participants order takeout even though it’s not very eco-friendly
All participants order takeout to delegate the chore of food preparation
All participants are motivated by social support when adopting or continuing a sustainable behavior
2 of 4 participants use takeout to help with having limited executive functioning from mental health issues
BIGGEST SUSTAINABILITY ROADBLOCKS
Time
Effort
Lack of support in community and local systems
Mental health
Consumerist messages
Added expense
"I love to support local restaurants but hate all of the packaging I get. And it takes up so much space in my trash can."
— Interview participant
Provisional Personas
After all my research, I honed in on two main types of users - novice and advocate.
User Persona
I focused on the Eco Advocate persona since they are more likely to try a new sustainable service, and I had the most insight into that persona from my interviews.
Because the project involves a larger sense of service design, I integrated aspects of the jobs to be done framework and included their Goals, Constraints, and Catalysts.
Storyboard
Since this project involves a physical component and the passage of time, I created a storyboard showing how Tugo could work, and its impact on Jordan’s emotions.
Define
What is needed to make this service successful?
Wireflow
This combination of a sitemap and lo-fi wireframes allowed me to start defining the layout, look, and flow of the app.
User flow
I diagrammed the three main flows: ordering food and returning containers by both dropoff and pickup.
UI Design
Wireframes
Ordering
The ordering flow is necessary for an MVP but is not the focus of the app, so I kept it simple. There is a list of participating restaurants, and the user is prompted to order on the restaurant’s online ordering site and select an add-on for reusable containers. Rather than go with my initial idea of opening another app to order, I opted to have the ordering website open in a frame within the app for a more cohesive experience.
Dropoff return
The main Return screen presents the options for dropoff or pickup. The dropoff flow includes a list of locations and a QR code scanner, review screen, and confirmation page which shows the user the impact they made by choosing reusables.
Pickup return
The pickup flow presents a short three step form prompting the user to input a pickup address and details, a calendar to select a date, and confirmation screen before scheduling. This feature is expected to encourage returns as quickly as possible since it requires the least effort.
Branding & UI Kit
Tugo is futuristic, fresh, and friendly
The brand colors are a calming monochromatic palette of dark and light cool muted green shades, emphasizing the connection to nature and environmental sustainability.
I chose two modern sans serif typefaces, Darker Grotesque for headings and IBM Plex Sans for easily legible body type. I kept the logo simple with a wordmark using the unique ink trap font Darker Grotesque for a futuristic feel.
I used Material 3 UI Design Kit which was a great choice for this Android app, and allowed me to quickly dive into high-fidelity designs with a modern and polished design system.
Prototype
Mid-fi wireframes
I sketched out the Order, Dropoff, and Pickup flows in mid-fidelity for user testing
Testing
Usability Testing
I tested the mid-fi wireframes of the app to ensure the flows were good before making the final design.
OVERVIEW
3 participants, ages 26-36
Android users
PHYSICAL PROTOTYPE
I created a physical prototype of the dropoff bin with QR code and containers
Metrics
ORDERING FOOD
100% completion
Task duration 0:44-1:12
Avg rating 4.3/5
DROPOFF RETURN
100% completion
Task duration 0:44-1:12
Avg rating 4.3/5
SCHEDULING A PICKUP
100% completion
Task duration 0:44-1:12
Avg rating 5/5
Insights
I used a rainbow spreadsheet to quickly assess what was working and what to develop further.
SUCCESSES
User flows made sense and were mostly clear
Social aspect of neighborhood activity feed
Impact metrics showing the difference they made
OPPORTUNITIES FOR IMPROVEMENT
Unclear dropoff process scanning QR code on bin
Confused by no mention of a pickup time
“Seeing the activity feed makes me feel like I’m not alone.”
— Interview participant
“I love how the app shows the impact of my efforts.”
— Interview participant
Iterations
Home
I combined user feedback and studied comparable apps when planning the home screen
Return
I simplified the return screen and clarified about scanning the QR code during dropoff
Final Design
Dropoff
Return containers at convenient locations
Pickup
Schedule a pickup for the easiest experience
Ordering
Order food from participating restaurants without leaving the app
Reflection
What I learned
Think through the logistics
This was an ambitious project, as it uses a unique business concept involving a physical process, IoT, and challenges societal norms around food and cleanliness. A lot of the logistics had to be clarified since it’s required to determine the features and flow of the app. To stay within scope and focus on design, I modeled it closely after a competitor app and made assumptions about some details.
Touchpoints
Run a prototype version of the entire process with a restaurant willing to participate. This will clarify successes and pain points while still developing the service.
Explore NFC as a way to reduce the need to scan a code, and better determine the details of the IoT involved
Learn more about the restaurant’s needs and expand on the infrastructure needed to support them
Consider a responsive website to complement the mobile app and ensure more users can access this service
Business
Further defining these business aspects would continue to inform the next steps for design and problem solving:
Learn more about local restaurant interest
Create a swimlane diagram or service design blueprint to see a holistic view of the business operation
Finalize branding and strategy
Research integration with existing delivery apps for ease of implementation
Next steps
With additional time and resources, I would do the following:
Use existing things whenever possible
To keep the Ordering flow minimal, I used a website frame within the app as a realistic solution, preventing the need to create an entire ordering system.
To establish new habits, I kept in mind the idea of stacking them on existing habits.
Dropoff available at a local grocery store means containers can be returned while doing a usual errand
As a next step, I’d like to explore a recurring Pickup option, so users could sync it with their trash pickup days to make returns even easier