The UX study focused on bringing solutions to problems within the Eat24 app, aiming to align its user experience with customer expectations and improve the overall browsing and ordering process.

User Research and Demographics:

Katie conducted usability tests with seven individuals across different age groups and usage patterns, the study delved into their behaviors and expectations when ordering food. Most users exhibited confusion in the app's navigation and restaurant selection processes.

Identifying Key Pain Points:

Three primary issues emerged: confusion regarding search result order, ineffective sorting bars, and underutilized restaurant information. Users were dissatisfied with search outcomes, often seeing lower-rated or distant restaurants first. Additionally, navigating to detailed restaurant information wasn't intuitive, causing frustration.

Defining the Core Problem:

The root problem surfaced as a mismatch between user expectations and the app's actual experience. Users anticipated a Yelp-like functionality for comprehensive search results and restaurant details, impacting their ability to select the best options efficiently.

Proposed Solutions and Ideation:

Using insights from the main Yelp app, proposed design changes addressed search result clarity, enhanced sorting bars with useful filters, and prioritized displaying restaurant information with reviews before menu details. Prototypes were tested, considering technical and business constraints.

The Solution's Impact:

Implementing the proposed changes significantly improved user comprehension and engagement. All seven users navigated the prototype without confusion and found the new filter and sort bars helpful, promising a faster and streamlined browsing and ordering experience.

Conclusion

This study highlighted user expectations aligned with a "Yelp-like" experience, emphasizing the importance of matching mental models in app design. While Eat24 focuses on delivery, aligning its experience with the popular Yelp app could drive greater adoption as a primary delivery platform.

Key Insights:

- Users anticipate robust search results and detailed restaurant information like Yelp's functionality.

- Bridging the gap between user expectations and app experience is vital for user adoption and satisfaction.

- Incorporating elements from successful apps can significantly enhance an app's usability and appeal.

My Final Thoughts:

Aligning user mental models with app functionality can drive greater user acceptance and satisfaction, ultimately positioning Eat24 as a preferred delivery platform.

Thank you very much for reading!🩷