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UX Research: FastFood App

Summary.

For our usability class, we were given a prototype to do heuristic evaluations and usability testing on. We then made a report with the insights gained from of our findings and actionable recommendations. 

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Role: UX Researcher

Team: Mia Spencer, Talia Potochny, Karan Karad, Saahari Kumar

Methods/Skills: heuristic evaluation, competitive analysis, flow/task creation, usability testing, script writing, interviewing

Scope: January - May 2022

Goal: Do usability testing and create a UX research report on the prototype provided to us.

My Contribution

We each did a full heuristic evaluation on the prototype. Then we chose three to flesh out and include in our presentation. I fleshed out “error prevention”. For our comparative analysis, I completed an analysis of “indirect competitors”.

Based off of a script given to us by our professor, I wrote the script so it made sense for us and our tasks. We each then found one participant and completed a usability test. We then put all of our notes into a spreadsheet.

I calculated the SUS score and created the slides with findings and recommendations for tasks 4 and 5.

overview of prototype we were given

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The Prototype.

Heuristic Evaluation.

We used Nielsen's ten heuristics to do an initial evaluation of the prototype we were given. We discovered violations of 7 out of the 10 heuristics. We did an in depth analysis of three of them (class project requirement).

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Below is an example of my analysis of violations of #5: error prevention:

list of heuristics
error prevention explained
shows the prototype's violation of error prevention
shows prototype's violation of error prevention

Comparative Analysis.

We then did a comparative analysis of both direct and indirect competitors. (I completed the analysis of indirect competitors, show below).

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indirect competitors table
indirect competitors table
indirect competitors table

Recommendations based on the comparatitive analysis…

  • Creating a website in addition to the app for Fast Food

    • All of our competitors also had a website in addition to their apps to order food.

  • Sort by cheapest delivery fees for different restaurants listed

    • People got frustrated with vague or changing delivery fees, so by having an option to sort by cheapest ones, we allow users to choose restaurants/locations offering less expensive delivery fees.

  • Sort by fastest delivery times/preparation times

    • A lot of the  user feedback involved wanting the ability to order something quick.

  • Create an option for group ordering and payment to set our app apart

    • No other competitors we analyzed have an option to pay individually. 

  • Options to modify/customize food options

    • Standardized way of modifying foods to fit into dietary restrictions or allergies 

  • Customer service 

    • Need to make it clear on our interface how to get help for cancelled/wrong orders

Script.

On the right is a sample of the script for our usability testing interviews. 

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Participants & Interviews.

Time was limited so each person in the group recruited and completed usability testing with one participant.

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recruitment screener: who we recruited and excluded for testing
overview of our participants

Notes & Spreadsheet.

We input all of our notes from our interviews into one spreadsheet. 

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overview of usability test notes spreadsheet
calculating system usability scale
notes form usability testing

Findings & Recommendations (of Task 3).

We did an analysis and created recommendations for each task flow. This is the analysis for task 3.

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usability task completion times

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Overall Quantitative Measures.

usability task rating analysis
system usability score

Overall Findings & Recommendations.

  • Confusing Features

    • participants did not understand and wanted instructions/walkthroughs for group ordering and user profile features

  • Counterintuitive Icons

    • users showed some confusion regarding the meaning of icons throughout the app

  • Security & Privacy: lack of information about protection

    • users concerned about using “locate me” as well as how their payment information would be protected if used in another app

  • Room for Improvement

    • users found most tasks relatively easy to perform and found the interface similar to delivery apps (and apps in general) they had used before

    • however, the SUS score was only 69.5 (68 being the minimum acceptable score), which leaves a lot of room for improvement

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Reflections.

  • What I learned 

    • Had some technical difficulties during the usability testing, learned how to handle them and talk about them in the usability report

    • How to work with group members who had differing levels of engagement with the project

      • importance of communication

  • What could be improved

    • No one in our group had made prototype flows before so there wasn’t much discussion about what each flow needed to include, where it should start/end, type of interactions, etc

      • Learned how detail oriented you have to be when creating flows

    • Before usability testing, we didn’t spend much time making sure there are no errors in flows and everything runs how it is intended to

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