I was at a resort where there were luggage trolleys people could use to help them take their luggage from the car park to their accommodation.

Ignoring the fact that there weren’t nearly enough for everyone, there were also a lot of broken ones. Of these broken ones, they were mostly broken in the same way: Someone had tried to use them without removing the break and so had damaged the wheels.

To remove the break, it is necessary to push down while also pushing forward. If you don’t, the wheels don’t turn and attempts to push the trolley damage the wheels.

Sadly, there’s no sign or affordance on the trolleys that make it clear how they’re supposed to be used. If used incorrectly it’s still possible to push the trolley (albeit with much difficulty) and it’s not clear that any damage is occurring. Damaged trolleys are not promptly removed or repaired and so the hunt for the few working trolleys is made harder due the disappointment felt when finding one only to discover that it is broken.

What are the lessons?

  • Is usage made clear and are suitable instructions provided?
  • Are potential negative consequences and side-effects of using something incorrectly made obvious and prevented?
  • Is the detection (self-reporting?) of broken items done promptly?
  • Are known broken items quickly repaired?