Human-centric analysis of a pallet loading process: User Journey Map and Design Thinking for needs assessments

Abstract: Loading pallets in truck bays presents significant human factors challenges, including physical ergonomics, workplace safety, task efficiency, and operator well-being. Forklift operation, in particular, demands both physical and cognitive effort and carries a risk of injury. Work injuries have significant social and economic impacts, both for the injured individuals and for the company. Therefore, analyzing ways to reduce these risks, streamline processes, and enhance efficiency is crucial for both human and organizational well-being. This study focused on analyzing the current operational flow of pallet loading in an industrial facility where this process is integral to production. Using a user journey map, which combined storytelling and material visualization, issues were identified from a human factors perspective issues from the perspective of human factors. The study followed the early stages of the Design Thinking Methodology, particularly in need identification and problem definition. In the initial phase, a multidisciplinary human factors team visited the workstation, employing observation, semi-structured interviews, and on-site recordings. This data was validated through consultations with operators. In the second phase, the user journey was outlined, highlighting six dimensions: user actions, interfaces, goals, experiences, emotions, pain points, and opportunities. After that the user journey map was validated with an industrial team.Through an empathic analysis based on user-centered design, the journey map revealed critical issues such as visibility frustrations and maneuverability challenges. By deeply understanding the operators' experiences, the study provided practical insights and recommendations for improving safety, efficiency, and overall operator well-being.

Keywords: Human Factors, User-centred design, Emphatic Analysis, Operational Flow, Multidisciplinary analysis

DOI: 10.54941/ahfe1005800

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