Introduction | - Title: Creating a BBQ restaurant order tracking app
- Author: Anthony, UX Researcher, example@gmail.com
- Stakeholders: Restaurants customers and CEO
- Project background: We’re creating this app to allow customers to track their orders through the online system. We want our customers to be informed at all times and increase our customer satisfaction.
- Research goals: We’d like to figure out what difficulties people who have accessibility needs have when using the app.
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Research questions | - Are we including all of the accessibility options we can provide to the customers?
- Are the users successfully finding and activating the options?
- How long does it take for the user to reach the tracking page?
- Are the users understanding what they are viewing / hearing?
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Key Performance Indicators (KPIs) | - Time on task: How much time users spend using the accessibility options and reaching the tracking page.
- User error rates:How often users select the wrong order or accessibility icon.
- System usability scale: A questionnaire to evaluate customer feedback
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Methodology | - Unmoderated usability study
- Location: Local to restaurant, Remote
- Date: January 8th-15th
- 20 Participants will be given a dummy account with orders already placed. Each participant will be then asked to open the app and track a recent order. Participants will then fill in a questionnaire on their experience.
- Sessions will last 10-15 minutes
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Participants | - Participants will order food online at least once a week via mobile or desktop.
- Participants must live locally to the restaurant
- Participants must be of different genders
- Participants should include people with different abilities.
- Hearing impairment,
- Seeing impairment
- Participants that may not speak / read English very well
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Script | - Prompt 1: Homepage, accessibility options
- Follow-up : How easy or difficult was it to find the accessibility options and to turn them on? Are we missing any?
- Prompt 2: Selecting orders
- Follow-up : How easy or difficult was it to reach the order page? How easy or difficult was it to find the order you wished to track?
- Prompt 3 : Tracking an order
- Follow-up : How easy or difficult was it to understand the process the tracking page was showing you? Is there anything missing on this page you would like to see?
- System Usability Scale. Participants are asked to score the following 6 items with one of five responses that range from Strongly Agree to Strongly Disagree.
- I thought there were enough accessibility options
- I found there was too much unnecessary information provided
- I found the app easy to navigate
- I was able to track my order quickly
- I found the order page too complex to use
- I felt I had control over what I was doing within the app
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