To increase the sorting rate, which is often hindered by complexity, we gathered insights from users and other stations. Based on this, we tested a package of initiatives that improved communication, physical design, and service. The measures included new, clear signs following the national standard, a more intuitive station layout that prevents incorrect disposal in residual waste, as well as increased customer guidance and a separate reception point for hazardous waste.
The results showed a 46-ton reduction in residual waste during the experiment period, which corresponds to approximately 282.000 NOK in cost savings for Vefas over 6 months. In addition, customer satisfaction increased, and feedback particularly highlighted the new signs and personal guidance as crucial success factors.
"I think the signs are absolutely brilliant. That they say 'yes please' and 'no thank you' - and that it tells us where to throw the items on the 'no thank you' list."
Customer
Some customers continued to drive too far forward to the residual waste area, which was solved by marking the drop-off zone more clearly with a white stripe where cars should stop—an important reminder that physical design must be intuitive.
