This project is the final project for my Claremont Graduate University PSYCH 350 UX Interaction Design and Usability Testing course. I was tasked to select an experience, conduct usability test, and present my findings alongside any design reccomendations.
The Burger King app functions as an ordering and menu app. Burger King app includes an "Offers" feature where users could find deals for delivery or pick-up.
Menu
Offers Feature
Home
First, I needed to lay out clear research objectives and test plan.
After exploring multiple flows within the app, I decided to test on the flow of ordering an offer for delivery. Below is the current flow.
I set up an hypothetical business request for the usability test. BurgerKing wants to find out if there are any usability problems when using the offers page, specifically when selecting an offer-eligible delivery.
How did I conduct the usability test? After setting up a research question, I set to flesh out a test plan including:
Test spanned 7 weeks from Oct 27th 2022 to December 7th, 2022
Single sample, experimental formative design
In-person moderated testing on prototype of experience
Qualitative Methods: user's behaviors are observed and coded into usability problems.
Qualitative Data: User behavior & usability problems
Post-task UMUX Lite sacle collected for reference.
H0: We predict that there are no usability problems for users when ordering a delivery offer.
H1: We predict that there are usability problems for users when ordering a delivery offer.
Dependent Variable: Type of Design Tested
Independent Variable: Usability Problems
I tested 9 participants ranging 18-22 years old, convenience sample with no screening required. Majority of participants were students from the Claremont Colleges.
With 9 participants, we are 90% confident to detect problems that will at least occur 25% of the time.
Single-sample users are tasked to place a "delivery offer" of their choice using the prototype of the original experience.
User's are asked to think out loud and their actions are recorded then coded into usability problems.
After conducting the test, here are the results.
After coding user behavior and sorting them into usability problem matrix, I categorized the problems and calculated their confidence interval.
Some include difficulty understanding coupon requirements, inconsistent information across offer menus and offer items, and lack of information hierarchy in the checkout page.
After conducting the adjusted wald confidence interval test on the percentage of users with these 2 problems, we are 95% confident that no fewer than 30% and up to 80% customers experience those 2 problems.
After conducting the test, here are the results.
No fewer than 30% of users experienced dissatisfaction with Add-On Options.
We reccomend 1) standardizing warning box, 2) add browse menu option, and 3) multiple add-ons.
Original Check Out
Reccomended Check Out
Problem: No fewer than 30% of users experience showing irrelevant items—Pick-Up only items when users select delivery. I reccomend 1) remove pick-up only items or 2) adding header for visual heirarchy
Original Offers Tab
Reccomendation 1
Reccomendation 2
No fewer than 21% of users have difficulty understanding offer terms.
To fix this issue, here are some changes i made:
Original Offer Details
Reccomended Offer Details
After conducting a formative usability test and redesigning the offers feature tab, what's next?
