Olea Cohen
The Problem
Despite significant investment, many rainwater systems were underutilized, misused, or left unused due to lack of knowledge, mistrust, or usability issues. Residents felt disconnected from the technical infrastructure, and government efforts lacked long-term engagement strategies. A gap existed between design intentions and actual community use.
Research Objectives
-
Understand the lived experience of residents using (or not using) the systems
-
Identify friction points in onboarding, maintenance, and trust
-
Map how technical, social, and emotional factors influence adoption
-
Deliver recommendations for improving future implementations
Research Questions
-
What factors influence SCALL adoption in marginalized zones?
-
How do users perceive and integrate SCALL into their daily routines?
-
What barriers exist in communication between government, companies, and users?
-
How effective are current implementation and maintenance strategies?
-
What improvements are needed to increase SCALL adoption and sustainability?
Background
In the face of water scarcity and poor water management in Mexico City, Rainwater Harvesting Systems (SCALL) were introduced through the 2016 FISMDF social program to provide sustainable water access in marginalized areas such as San Nicolás II and El Zacatón in Tlalpan. However, their adoption has been uneven due to socio-economic, technical, cultural, and institutional barriers.
My Role & Team
I led the UX research strategy and co-developed the design framework for the study. I conducted fieldwork and user interviews, created journey maps and system diagrams, and synthesized findings into visual and written reports. Our team included specialists in public policy, sustainable design, and water systems.
Phase | Activities | Outputs |
|---|---|---|
Discovery | - Review of water context in Mexico City
- Analysis of the FISMDF 2016 program
- Identification of marginalized areas (San Nicolás II and El Zacatón) | - Problem context
- Research justification
- Preliminary actor and variable map |
Problem Framing | - Definition of research objectives
- Formulation of key questions
- Literature and case study review | - Problem statement
- Research objectives and hypotheses
- Initial theoretical framework |
Planning | - Design of qualitative research plan
- Selection of tools and methods
- Mapping of key stakeholders | - UX Research Plan (Study Plan)
- Semi-structured interview guides
- Actor and relationship matrix |
Data Collection | - Interviews with SCALL beneficiaries
- Interviews with public officials
- Direct observation of usage contexts | - Interview transcripts
- Field notes
- Qualitative evidence on experiences and perceptions |
Synthesis | - Thematic and interdisciplinary analysis
- Creation of diagrams and ontologies
- Identification of barriers and opportunities | - Visual ontologies
- Stakeholder and information flow diagrams
- Multidimensional diagnosis |
Ideation & Strategy | - Co-creation of solutions based on findings
- Prioritization of interventions
- Design of strategic action lines | - Action proposals (data, communication, training)
- Strategy for pilot programs |
Validation | - Discussion of findings and proposals with experts and key users | - Qualitative feedback from stakeholders
- Adjustments to recommendations |
Reporting | - Case study writing
- Development of visualizations and infographics
- Documentation of process and key findings | - Final case study
- Impact report
- Lessons learned and next steps |
Research Methods Used
-
In-Depth Interviews:
-
Beneficiaries: To understand usage patterns, technical challenges, and perceptions.
-
Government Officials: To explore program implementation, follow-up, and policy framework.
-
-
Interdisciplinary Analysis:
Tools such as actor diagrams, ontologies, and information flow maps were used to analyze systemic dynamics.
-
Problem Diagnosis:
Identification of technical, economic, socio-cultural, and institutional obstacles affecting SCALL adoption.
Research Road: UX Process Overview
Making sense of methodology
Problems detected
Users:
-
Negative perception of SCALL as marginal/low-tech.
-
Limited technical knowledge; lack of accessible training.
-
Economic constraints prevent proper maintenance.
Government:
-
No post-implementation follow-up or feedback loops.
-
Fragmented and non-systematic data collection.
-
Poor alignment of policy decisions with real user needs.
Companies:
-
Limited training for installers and technicians.
-
Lack of ongoing support for maintenance and repair.
Information Flows:
-
Critical issues in the creation, organization, and dissemination of information.
-
Inaccessibility of data hinders community autonomy and participation.
Key Findings
-
Trust Gap: Many residents didn’t fully understand or trust the system’s safety, especially for cooking or drinking.
-
Training Gaps: Installation included no formal onboarding or follow-up. Some residents didn’t know how to operate or maintain their system.
-
Design Mismatch: The infrastructure was designed uniformly, without adapting to diverse household layouts or habits.
-
Communication Barriers: Language used in manuals and government sessions was overly technical and inaccessible.
-
Ownership & Value: Some recipients didn't feel involved in the process, reducing emotional investment and long-term usage.
Opportunities & Solutions
-
Design participatory onboarding sessions that allow users to test and personalize the system.
-
Develop visual-first guides and FAQs tailored to different literacy levels.
-
Offer community-based maintenance networks for mutual support and knowledge sharing.
-
Adapt the system modularly for different home layouts.
-
Frame the system as a tool for empowerment and sustainability, not as a donation.
Impact
-
Social: Reduced reliance on water trucks during rainy seasons; partial improvement in water access.
-
Economic: Some savings on water; maintenance costs remain a barrier.
-
Environmental: High potential for sustainable water use, limited by low adoption and poor system longevity.
Lessons Learned
-
Infrastructure alone isn’t enough: trust, care, and co-design are critical for successful adoption.
-
Even technical interventions must be designed as human experiences.
-
Government programs must bridge technical intent and user reality through sustained UX practices.
-
Communication and information design are critical to successful tech adoption in vulnerable communities.
-
Cultural attitudes and perceptions shape user behavior as much as technical factors.
-
Institutional support must extend beyond distribution—ongoing training and evaluation are essential.
-
Users thrive with autonomy—they need clear, accessible, localized tools and information.
Next Steps
-
Improve training for users and technicians.
-
Establish a feedback loop via regular monitoring and community check-ins.
-
Create a data platform for program managers and citizens alike.
-
Pilot new strategies for co-designed, user-centered SCALL implementation in similar areas.
-
Promote participatory approaches to environmental tech through campaigns and workshops.
Final outcome
Method | Purpose | Sample | Notes |
|---|---|---|---|
Semi-structured interviews | Understand users’ and officials’ experiences, perceptions, and knowledge | 5 SCALL beneficiaries (residents of San Nicolás II and El Zacatón); 5 public officials | Allowed in-depth exploration of contextual, emotional, and technical factors affecting adoption and use of SCALL. |
Direct observation | Identify usage practices and maintenance challenges in real-life contexts | 4 households with SCALL installed | Provided non-verbal insights into users’ behavior, environmental constraints, and system condition. |
Stakeholder mapping | Visualize relationships and power dynamics between actors | Public institutions, private companies, community members | Helped identify gaps in communication, responsibility, and collaboration across actors. |
Ontological diagrams | Represent interrelated factors affecting adoption (technical, social, political) | Synthesized data from all participants and policy documents | Useful for organizing complex, interdisciplinary data into structured visual formats for analysis and strategy building. |
Interdisciplinary analysis | Frame the problem using communication design, sociology, and UX principles | All collected qualitative data | Enabled a holistic understanding that considered both human factors and systemic policy/program weaknesses. |
Benchmarking / Case studies | Compare similar water-related initiatives for best practices and failures | Public case reports, NGO documentation | Provided reference points for evaluating current program strengths and improvement areas in communication, follow-up, and sustainability. |
Improving Adoption of Rainwater Harvesting Systems in Urban Communities
Context: Tlalpan, Mexico City
Role: UX Researcher
Team: Interdisciplinary research group (designers, engineers, policy analysts)
Keywords: UX Research, Design for Sustainability, Stakeholder Interviews, Socio-technical Systems, Service Design, Behavioral Insights, Policy Analysis, Urban Communities
Project Summary
This research-driven project was conducted as part of my master’s thesis. It aimed to understand the social and technological adoption of government-delivered rainwater harvesting systems in an underserved neighborhood in Tlalpan, Mexico City. The systems were installed via a public sustainability program, but uneven usage and frequent abandonment raised questions about long-term impact and usability.
We interviewed residents, government officials, ecotechnology experts, and the company that designed the rainwater systems. The result was a deep, multi-stakeholder understanding of the barriers to adoption, accompanied by actionable design recommendations for policy, product, and service improvements.