The Project
As a frequent user of the app, I often found that the user experience was lacking. Parts of the app were hard to navigate, unforgiving to mistakes and had some instances of dead ends during the ordering process. I set out to build an app that would be more user-friendly and intuitive.
User Research
I first conducted a series of contextual interviews to get a better sense of what participants expect when using a mobile ordering app. Participants stated they gravitated to apps that featured deals, had a rewards system in place and allowed them to complete their order quickly. Based off of the information I gathered there, I was able to create a user persona and a list of user requirements.
The Challenges
One of the main pain points with the app was the information architecture. For example, whenever I would try to edit my order after arriving at the order summary screen, I would have to start the ordering process all over again. This process makes the user reselect the time they want to pick up their order every time there is a change. To solve this, I reorganizing the architecture of the app to create a better flow. Now the user is able to toggle back and forth between the sections without having to resubmit information.
The Solution
Participants of my contextual interviews emphasized that they liked apps that offered deals and coupons. I started sketching what that experience would look like on the app. I then built a paper prototype to demonstrate the flow of the user opening the app, selecting a deal and continuing through the checkout process.
After conducting usability testing on several versions of the prototype, I came up with a final version that included all of the feedback I was given by participants. This prototype features a better checkout experience than what the app currently has and is more intuitive to the user’s needs.
