IDF Bengaluru — Meetup #3
UX of food delivery apps
New faces :)
It all started small as usual. I really want to share my excitement on that people are reaching from far places such as Chennai, Shimoga, Bidadi etc.. I see it as an exceptional strength for us from other such communities.
Do Apps really deliver good experience with food ?
We can find plenty of food delivery services now a days. And we must be curious about why one solution dominates other where all of them trying to deliver same solution! So we were trying to figure out what difference is made by App user experience. We were divided us into two groups and each group took Swiggy and Foodpanda respectively as topics.
How do we distinguish the better one ?!
Here we tried to understand the touch points for a user using the apps for very first time. By validating the experience throughout user’s journey, we should be able to rectify the pain-point that brings the experience down.
1. User journey map
We took major steps of the journey such as
- Installing the app (downloadable size, time taken, rating of App)
- Picking the location (both automatic, manual method)
- Finding the desired item
- Placing the order & Payment
- Tracking & Delivery
2. User personas
As we can afford us as users, we did validation on our experience threw a fresh user’s eyes.
Interestingly the better scores were inclined to Swiggy as it clearly reflect in the market. Though we found Foodpanda app experience so embarrassing at several touch-points like finding the desired item and placing an order.
The Conclusion
Swiggy
The app provides an above average experience throughout the journey with some significant positives such as lowest downloadable size, ease of placing order and visual feedback on tracking and delivery.
Foodpanda
Even though Foodpanda was one of the early adopter in the food delivery business, it seems they still have to work a lot to keep the service better. We could rectify that finding the desired item was a tragic experience where it is one of the crucial touch-point of the service.
Future plan
Our community stands different from others by the fact that we are people from different professions. Thus it provides us a rich and diverse team but equally demands common understanding of the UX process. We cannot achieve it in a single day but a series of practice sessions will help. So we decided to take each stages of UX as topic for future gatherings. Thus share the knowledge and practice for a better understanding.
