IMPORTANT NOTICE!
Client
End Users
Project overview
This case study details the UX audit of a mobile app that allows parents to order school meals for their children. The audit was initiated after user feedback about unclear registration processes and other usability issues. Our client’s goals were to increase engagement, customer conversion, and satisfaction and offer unique features that stand out from the competition.
UX Audit was targeted to discover customer experience challenges during the go-to-market stage after launching the application. For UX consultants, the client identified four main objectives:
- Increase User Engagement
- Increase Customer Satisfaction
- Differentiate from Competitors
Challenge
The initial challenges were identified through direct user feedback, which highlighted the following:
- Confusing Navigation
- Slow Load Times
- Difficulty in Completing Tasks
- Financial and Billing Management Issues
- Inadequate Notifications and Descriptions
The client expected the UX audit to diagnose these issues and suggest clear, actionable solutions to improve the application’s design and functionality.
Solution
01
Independent User Testing
Involving neutral users matching the app’s target demographic to complete tasks and provide feedback.
02
User Interviews
Gathering qualitative insights into user experiences and expectations
03
Nielsen Heuristics Method
Employed to evaluate and improve UI/UX design systematically.
04
Analysis & Solution Development
Using data from testing and interviews to formulate design recommendations.
Recommendation for improvement Customer Experience:
- User Onboarding: Introduction of “Hero,” an animated avatar that provides user-friendly tips at each step.
- Registration and Account Management: Streamlining processes and enhancing user control over finances and billing.
- Meal Ordering: Simplification of ordering for various durations and improvement in meal descriptions considering customer diversity, such as ethnic and medical needs.
- Order History: Enhancing visibility and control over children’s independent meal orders.
- Notification System: Improved deadline notifications to ensure parents meet ordering cutoffs.
- Navigation and Interface Usability: Enhancing icon and notification clarity and overall app navigation.
Result
The audit resulted in several key deliverables:
- Usability Reports: Detailed findings from testing sessions, including usability issues and recommendations for each.
- Presentation Decks: Designed to share insights, proposed solutions, and expected impacts with stakeholders.
