User Experience Testing in Food Delivery App : case study of Foodora and Wolt

Abstract

This thesis aims to find and address usability issues in two food delivery apps by user experience (UX) testing. The primary objective of the study was to find potential flaws in the design and functionality of the app and to suggest necessary improvements. The study employed a two-step methodology: a preliminary survey to gather tester demographics and a UX testing session with two testers in a semi-supervised environment. Throughout the testing process, a supervisor closely observed the testers and recorded relevant notes on the testers' interactions with the app. The results of the UX testing revealed several issues that impact on user satisfaction. These issues include missing features that users expect, problems related to the payment process, and error messages encountered when providing feedback. These findings highlight critical areas that require immediate attention and improvement in the food delivery app. The outcomes of this study serve as a foundation for implementing necessary enhancements to address the identified issues. By addressing these concerns, the food delivery app can provide a more seamless and satisfying user experience, ultimately improving customer satisfaction and loyalty.