Reduce waiting time and increase productivity — only with NearME

"We all hate waiting especially when one is hangry! Download Nearme now, or you will stay hangry forever”

I was task to understand user's experiences and behaviour towards 'food', it a very broad topic for one to wonder the pain points and/or pleasures that individuals associate it to!

And here i am documenting the process flow of understanding the topic and developing the NearME app — your solution to better food experience based on my findings and analysis.

Phase 1: Understanding the behaviours — not opinions

User Interview

“If I’d asked people what they wanted, they’d have said faster horses.” — HENRY FORD

This quote struck me whe i was like a lost sheep trying to prepare my interview questions for my users and i remembered that we need to probe past the surface to glean out user’s behaviours — who? what? where? when? how? why?

I decided to do my first round of interview by asking my users questions on their perspective of food. Sample questions like the following:

How was your breakfast this morning?

Did you enjoy it? and why?

Is this a usual place you typically have your meal? And why?

Does food play a important part in your daily lifestyle? If so, why?

It is lunch time and you’re out on the streets, how do go about deciding the place to have your meal? And why?

How much time do you spend on deciding a place to have a meal?


After the first round of interview, i managed to sieve out imperative information, which allow me to further narrow down the topic based on that. The second round of interview involves contextual inquiry into a specific topic. Sample questions like the following:

What are the factors of consideration when deciding on a place to have a meal? And why is that important?

What do you look for in a restaurant review? And how much time do you spend on looking up on reviews?

What would deter your decision on choosing a particular place to have a meal?

How much time would you be willing to spend on queuing up for a meal?

Did you face any problems when you are out dining during the last month? and how did you resolve that?

Interview in process, really appreciate my users for taking the time to answer my questions!

Phase 2: Synthesise Research — finding the essence

Dissecting Information

After the second round of interview, i went on the collate all the information and translate them into something palpable. I jotted down my observations (quotes)of my users onto post-its, and different colours represent different users to have a clearer view of different behaviours. This was the most challenging part of the entire research, keeping in mind the user's behaviours and also sieving out important details of the interview at the same time.

Highlights of the research

Affinity Map

The final step in synthesising the findings got me associating user's behaviour to their pain points and/or pleasure, and further grouping them into the 'I' statement.

Affinity Map

User Insights

Insight 1: User find food places online before making a decision and goes to places that is the most convenient to them

Most users i interviewed highlighted that this happens when they have a dinner gathering and/or party and finding reviews online makes it easier for them to decide on a place to host it.

Insight 2: User look at reviews based on price point and other individual reviews

This is the behaviour of my users when they look for reviews online.

Insight 3: Users think about food as a part of their daily lifestyle because they like to discover new food places

The pleasure my users have towards food.

Insight 4: They all hate eating out because of the crowd and long waiting lines

The pain points that my users feel when they are dining out.

Problem Statement

I hate eating out because i hate waiting for my food

Opportunity Statement

Providing users the current waiting time at a restaurant without them having to be physically there, this increases productivity and time

Phase 3: Mapping users path — assuming user will not follow your flow

User Flow

Time was like a ticking bomb, i was only left with a day to finish up everything else and i realised i needed to speed up on my process — however not losing the quality of work.

Sketching out the storyboard would ideally be the best practice, however as i was short on time, i went on to map out the user flow for my app with the storyboards at the back of my head.

NearME user flow

After a couple of advice from my peers, I managed to simplify NearME userflow to specifically target my user's pain points once they open up the app — taking out redundancy of signing-in/creating an account

Wireframe

With the user flow in mind, i went on to sketch the user interaction i hope to achieve in my app. Using food delivery apps such as FoodPanda and Deliveroo as a reference to my sketches.

Wireframes

Phase 4: Design and Prototype

Design — using Sketch

With only 10 hours left to my presentation, i was like a 'bullet train' adding and designing art boards, images and whatnot in Sketch. Thankfully, my basic knowledge in Adobe Illustrator helped tremendously! However, 50% of the time was spent trying to 'beautify' the interface of the app, which i had to remind myself countless time that 'it doesn't matter really'….

Design in Sketch

Exporting artboards from Sketch onto Axure was a breeze, with 'Craft' plugin!

NearME Prototype: https://invis.io/4CAS70BSG

Iterations

If time permits…..

I would add in more features such as; option for reservations, restaurant contact details and latest promotion, option for users to upload photos of their experience in the listed restaurants and many more.

Not forgetting conducting more user interviews, which may or may not change the results i have gotten — but to better support my findings, 4 user interviews ain't really substantial.

Reflection

Hooray to all of us who pulled through Week 1! It has been a wind-whirl week for all of us — especially for me, who does not have prior experience in this field. Although it has been extremely stressful for me, i'm delighted that it was actually 'fun kind of stress', the kind of feeling people feel when they are working on something they are passionate about :)

For future projects, i would definitely improve on my time management, better craft out my interview questions to hit the nail on the head — in the real world, who would give you a chance for a second interview.. and to deepen my analysis.

Thank you for spending your time reading this!

Final Presentation Slides: