Client

Bumerang is a Barcelona-based start-up founded in 2020 that offers reusable containers for takeaway food and drinks to various catering services, from large catering operators to small cafes.

Their catalog of containers consists of three bowls with lids, sized for appetizers, main courses, and desserts, in addition to a cup for beverages. The bowls can be reused up to 200 times, and the cups 500 times. They keep food warm for a longer time, prevent spills, and result in a 30% cost saving for businesses compared to compostable containers, complying with the new waste law.

During this time, they have provided their services to more than 200 catering businesses, avoided generating over 500 thousand single-use containers, and amassed more than 5,500 active users.

Challenge

To identify opportunities for the improvement of Bumerang’s service and portfolio, specifically:

  • – Understand the needs of consumers, their perceptions, and behaviors.
  • – Validate the technical requirements of packaging according to its contents.
  • – Identify critical points in the service and packaging system of Bumerang.
  • – Propose improvements in the portfolio of containers and Bumerang’s service.

What was done?

Customers were characterized, both current and strategic customers targeted by the service. Based on this characterization, six on-site visits were conducted, where through interviews and field observation, the needs and behaviors of end-users and catering service workers were studied, considering the entire product cycle (use, return, cleaning). The research also utilized online surveys to customers and users to validate what currently works well, identify what doesn’t, and pinpoint unmet needs.

The information collected in the field research was processed into service blueprints to identify improvement opportunities. Information about container activity was examined to determine which design features are preferable and which features are non-negotiable. Surveys served to validate fieldwork and provide a more representative sample for the study.

The project results were presented to the Bumerang team, and, along with the inèdit team, a workshop was conducted to identify product and service requirements, primarily focusing on beverage containers. Once these requirements were identified, time was spent brainstorming ideas on how to achieve those requirements that are furthest from the current offering.

Resultats

Thanks to the project, improvement opportunities were identified at various levels. One is communication for managers, catering service workers, and end-users. Another is to enhance the design of return containers for better transportability.

Another aspect to address is how to increase the return rate of lids, from both the end-user and catering service worker perspectives.

Regarding portfolio improvement, six work areas were ultimately prioritized, and three or four ideas emerged that are being explored and, in some cases, already implemented by the Bumerang team.

Conclusions

The project is a clear example of how user-centered research methodology helps identify critical points and improvement opportunities.

The inèdit team has not only provided Bumerang with information and support throughout the process but also user research and design tools that can be applied in their continuous agile methodology.

Bumerang has now valuable information to enhance its commercial and service proposition. Not only that, but it opened the door to reflect beyond the product they offer and the app’s functioning, encouraging a more systemic approach.

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