Personas

Fulfilment Centre Worker

Operating equipment and following safety procedures correctly during a shift, often with limited prior training.

Day in the life

Follows step-by-step guidance on a handheld device for tasks requiring a documented procedure, submitting photo confirmation at completion. High turnover on the team means she is often training a newer colleague within months of starting herself.

Frustrations

Connectivity dropping mid-procedure on parts of the warehouse floor, and a completion photo occasionally being rejected for reasons that are not obvious to her in the moment.

Success measure

Completing procedures correctly on the first attempt, without needing to find a supervisor to ask a question the device should have answered.