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Usability Testing

QuickBite is a food delivery app for college students that faced user complaints regarding its usability, leading to a drop in ratings from 4.5 to 2.9. A usability test revealed issues such as a poorly visible checkout button, excessive menu categories, and confusing payment options, resulting in a task success rate of only 60%. The company has recognized the need for improvements to enhance user experience and satisfaction.

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Pumapana Gaming
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3 views4 pages

Usability Testing

QuickBite is a food delivery app for college students that faced user complaints regarding its usability, leading to a drop in ratings from 4.5 to 2.9. A usability test revealed issues such as a poorly visible checkout button, excessive menu categories, and confusing payment options, resulting in a task success rate of only 60%. The company has recognized the need for improvements to enhance user experience and satisfaction.

Uploaded by

Pumapana Gaming
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

QuickBite is a newly launched food delivery mobile application designed for college students.

The goal of the app is simple: Allow users to quickly browse meals, order food, and complete
checkout in just a few steps.

At first, the developers believed the app was successful because:

●​ All features were working


●​ Payments were processed correctly
●​ Orders were delivered on time

However, after launch, the company started receiving complaints from users.

USER COMPLAINTS
Students reported the following:

●​ “It takes too long to order food.”


●​ “I don’t know where to click next.”
●​ “There are too many choices—it’s confusing.”
●​ “I’m not sure if my order went through.”

Because of these issues:

●​ Some users cancel orders

⭐ ⭐
●​ Others stop using the app
●​ Ratings dropped from 4.5 to 2.9

COMPANY DECISION
The company realized that the system is working… but users are struggling.

So they hired YOU (the evaluation team) to conduct a usability test.

USABILITY TEST SCENARIO


Participants: 10 college students (your classmates or find from
other courses)

Task Given: Order 1 meal and complete checkout. This is the


sample design from dashboard to checkout.

What happened during testing based on the first usability


test
As students used the app, observers noticed:

Behavior Observations:

●​ Some users paused and looked confused


●​ Others tapped multiple buttons randomly
●​ Some asked: “Where is the checkout?”
●​ One user restarted the process

Results from the first usability test


●​ Task Success Rate: 6/10 (60%)
●​ Average Time on Task: 4 minutes (Expected: 2 minutes)
●​ Satisfaction Rating: 2.8 / 5

DETAILED PROBLEMS OBSERVED


Problem 1: Checkout Button Not Visible

●​ Located at the bottom with small size


●​ Users did not notice it immediately

Problem 2: Too Many Menu Categories

●​ Over 15 categories shown


●​ Users didn’t know where to start

Problem 3: Confusing Payment Options

●​ Options like:
○​ Wallet
○​ Card
○​ COD
●​ No explanation provided

Problem 4: Small Buttons

●​ Difficult to tap
●​ Especially on smaller phones
Problem 5: No Confirmation Message

●​ After checkout, nothing happens visually


●​ Users unsure if order is successful

USER FEEDBACK
●​ “I feel lost using the app.”
●​ “Too many options, I got confused.”
●​ “I can’t find the checkout button.”
●​ “Did my order go through?”

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