Chase Restaurant - Pioneers of Good Food
Project Overview
Client
Chase Restaurant
Year
May 31, 2023
The Product: A food delivery app for a restaurant called Chase.
Project Duration: The estimated time of this project was one month
My Role: I am the Lead UI/UX Designer
Responsibilities: I am responsible for the user research, empathy maps, user journey, paper and digital wire framing, mockups, Lo-Fi and Hi-Fi Prototypes.
User Research Summary
Every good design puts the user front and center in order to determine the user pain points. We can only create meaningful designs if we know the areas the users are finding difficult. This is where user research comes in.
For the purpose of this project, the primary research method was used in order to get first hand feed back from our users. I conducted interviews, created empathy maps and user journeys in order to determine users needs and their pain points in using a food delivery app.
Research Goal
Our research goal is to determine how well our user can complete the core tasks within the app.
Pain points
Age: 35
Occupation: Marketing Executive
Location:
Tech Proficiency:
Shopping Behaviour:
Wait time at counter
Users complain of very long wait times at the restaurant whenever they go to the counter to order for a meal.
Delivery ETA
Users complain of inaccurate ETA of their orders, which messes up their timing and schedules
Packaging
Users complained of poor packaging and missing cutleries in orders made from an app.
Dine-in
Little to no space for users who enjoy dine in and productivity
Our personas
Now that we know our user’s pain point we concluded to develop personas. These personas represent the subset of users whose problem we are trying to solve.
As scroll down you will be introduced to two personas.
Bio
Age: 50
Educations: Bachelors
Hometown: Toronto, Canada.
Family: 5
Occupation: Financial Analyst
Frustrations
Inaccurate ETAs
Missing cutleries
Poor packaging
Cold food especially during winter
Meals cancellation (out of stock)
Problem statement
Alexis is a father of three who needs a comfortable and safe space to have his meals while being productive at the same time.
Meet Alexis
“I love the traditional way of eating outside, with nice ambience music and fresh air”
Goals
Less crowd at the restaurant
Shorter wait times
Good Wifi
Space for productivity
Alexis is a middle aged man who works as a financial analyst for a big firm. Alexis loves having lunch at three brothers restaurant, Alexis has since been considering changing to the new restaurant in town “Chase restaurant”. Alexis likes having takeouts sometimes for his wife and kids. He loves hanging around, having meetings with clients as well. He is frustrated of the long wait times at the counter, and how crowded the restaurant has become. This makes him not able to meet up schedules and meetings. Sometimes he loves being productive on the go but the Wi-Fi connection at the restaurant is very poor. He wishes to see chase restaurant
Bio
Age: 23
Educations: Diploma
Hometown: Toronto, Canada.
Family: 2 parents, 3 sisters
Occupation: UX Designer
Problem statement
James is a junior employee who needs accurate ETAs for his meal orders because he is working towards time management and productivity.
Meet James
“I like going for a hike on weekends with my siblings”
Goals
Accurate delivery time.
Stable ETAs
Warm meals
Quality packaging
Proper preview of meals
Schedule order
Frustrations
Long wait times
Too busy
Crowded spaces
No productivity
Discouraged.
James is a junior employee working for a big firm, he lives far from work, and most times he misses breakfast as a result. In five working days, James only gets home made breakfast at least twice. This has made him more accustomed to ordering food online. However, James is particularly frustrated about the long delivery times. Sometimes the ETA on delivery can be very inaccurate as well. This affects James’s overall mood at work, sometime he doesn’t get cutleries along with his meal. James simply jus wants his food to arrive on time with everything intact. James also hopes he would be able to place and order in advance for the next day, as this would save him time.
Our User Journey Map
Now we have introduced our personas, Alexis and James, I want to walk you through their journey. This is the set of actions our personas undertook from start till finish in using the app. James and Alexis both portray different emotions and undertook different actions to complete their respective tasks.
James’s Journey
Alexis journey
The Ideation process
Now that we have empathized with our users and defined the user problem, here comes the ideation phase. I am very excited to share this journey with you.
Crazy eights
User storyboard
Another method was user storyboard, this process visualized how the user will experience and use our design bu creating little pictures.
One method I enjoyed using was the crazy eight, a fun and fast way of getting my ideas down. The secret is taking at least one minute per idea. Each idea was centered on the users.
Paper Wire Frames
During this phase I also made paper wireframes which I consider to be the most fun and way of coming up with design ideas extremely fast. was creating paper wireframes for chase restaurant. These wireframes were created in order to best meet our users need.
Digital Wireframes
In transitioning to digital wireframes, I was constantly making notable changes and refining the models as I go.
During this first wireframe I was going for a simple straight to the point layout that focused mainly on saving our users time.
The Final wireframe brought together the most important feature of the previous five. These features could save time, make accommodations, create sense of value for money, give users freedom at the get go.
Prototyping
I am so excited to present the prototyping phase of the design process. Here, I created both Low Fidelity and High fidelity prototypes for our users. This will enable our users start testing the design.
Low fidelity protoype
First usability study: parameters
Study type: Unmoderated usability study
Location: Canada, Remote.
Participants:
Five (5)
Ages: 15-60
Three male, Two females
One participant with visual impairment
One works remotely from home.
Two works from office
One is a student.
Length: 30 minutes.
We carried out an unmoderated usability study. In order to come up with our findings, we took notes and gathered our data, grouped this data and created a theme based on the data, thus coming up with an accurate information which we used in creating powerful and actionable insights. I used an affiinity diagram to group and gather and arrange the findings/insights.
Findings
Actionable Insights
Users need a reservation option in the home sscreen of the app.
Users wanted a delivery preference to be added to the check out process.
Users want an option to increase text size on the app.
Affinity Diagram
Based on these findings, we iterated our designs and moved forward to the next step, thus creating a mockup and a high fidelity prototype. Stay tuned.
Mockups
As I proceeded to create the mockups for this food delivery app, I incorporated all the insights that was gotten from our first round fo usability test. The means that all of my designs are user centric.
High Fidelity Prototype.
After creating mockups, the next step was to create a hi-fi protoype so we can test with our users. We used the same usability research parameters for this round as well as we came up with a two insights.
Final Design
Actionable Insights
Users want more details on the table reservation page
Users are not comfortable with the button color used.
Accessibility Consideration
For accessibility, we included an accessibility option on our app menu, that would give the user a range of functions such as light or dark themes for high contrast, ability to change text size on the app as well.
We included an easy to understand navigation so as to enable all users move back and forth pages/screens.
Secondly we made the GUI of out app simple and laid emphasis on all action buttons, with a dark green background, paired with white text. These way most users would be able to read.
In creating our design, I incorporated some accessibilty options to our designs so it can be inclusive and bias free. Here are some of the accessibilty options we added to our designs.
Takeaways
Users now feel that Chase Restaurant has met their needs. It makes them know that their thoughts and feeling were considered in the creation of the app.
What I learned
I learned that research is a very important step of the design process, especially the second round of research.
Next steps
Conduct another round of usability study to make sure that all areas of concern has been well and truly addressed.
Conduct more research to determine if there are any new areas of concern.
Research Paricipant