Wegmans 2GO
iOS Application

Usability testing on a food
ordering system

Client

Wegmans Food Markets, Inc.

My Role

Usability Evaluator
Usability Test Moderator
UX Researcher
(team of 4)

Methods

Contextual Inquiry
Heuristic Evaluation
Usability Testing

Time

January - May, 2019

INTRODUCTION

The Wegmans 2GO iOS application offers services to customers to order chef-prepared restaurant food for delivery, in-store pickup, or curbside pickup from the Pittsford Wegmans store in Rochester, NY. With the support of our client, Wegmans Food Markets, Inc., I collaborated with three graduate students of the Rochester Institute of Technology to conduct a usability test on the application. The purpose of the usability test is to assist the Wegmans 2GO development team in assessing the usability of the Wegmans 2GO user interface design and user flow. Prior to the test, we conducted a heuristic evaluation on the application to inform the test design. We met with our client regularly to communicate our project plan and progress.

PROCESS

UNDERSTANDING

The evaluation process began with research on target users and context of use in order to understand mental models of users. During the project kick-off meeting, our client and we overviewed features of the Wegmans 2GO iOS application, target audience, goals and expectations of the project, and the planned evaluation process. 

Client Expectations

The Wegmans2GO team expected the application to provide the following user experience:

  • The application allows customers to order chef-prepared restaurant food as they are in the store.

  • Customers can customize details of their orders.

  • Customers can skip the line by placing the order with the application.

  • The application provides the same great experience as other Wegmans applications do.

User Profiles

Type I

● Would like to try different types of ethnic cuisines.
● Want to track calories intake.
● Eat out and order delivery food weekly.
● Prefer to schedule orders a week ahead.
● Order food that they can not cook.
● Quite tech savvy.

Type II

● Appreciate convenience and speed.
● Busy and spontaneous life type.
● Tech savvy.
● Compare different delivery applications to find best deals and fastest delivery time.
● Love online shopping.
● Prefer choosing food based on appetizing pictures.
● Read user reviews and recommendations.

Type III

● Appreciate convenience and speed.
● Busy and spontaneous life type.
● Tech savvy.
● Compare different delivery applications to find best deals and fastest delivery time.
● Love online shopping.
● Prefer choosing food based on appetizing pictures.
● Read user reviews and recommendations.

Context of Use

Customer order food with the app:

  • From home
  • From the workplace
  • During commute: On the bus, in the parking lot, on the sidewalk, etc.
  • Out and about

HEURISTIC EVALUATION

Referring to usability heuristics provided in our usability testing course, each evaluator first inspected the application independently. The evaluation followed the typical ordering process in the Wegmans2GO app, which is from onboarding, browsing, customization, to checkout. Findings of each evaluator were synthesized and refined for the development of a heuristic evaluation report.

Heuristics

The usability heuristics we used were the 10 Usability Heuristics by Jakob Nielsen and several accessibility heuristics.

  • External consistency
  • Internal consistency
  • Widgets and labels near targets
  • Group like widgets/functions
  • Frequently used functions optimized
  • Speak the user’s language
  • Perceptibility of system state
  • Appropriate selection of design patterns
  • Minimize knowledge in the head
  • User control and freedom
  • Flexibility and efficiency of use
  • Error prevention
  • Error recovery
  • Novel interactions easily learned and recalled
  • Help & documentation

Findings

We discovered some heuristic issues existing in the design of the application that result in user confusion as well as increase the difficulty of use. Heuristic issues are primarily found in the customization and checkout process, particularly regarding perceptibility of state of system and feedback, flexibility and efficiency of use, and error prevention and recovery.

USABILITY TEST

Test Design

1 Product – 1 Group – 1 Set of Tasks

We conducted the user test on a single participant group (n = 12). All participants used the same version of Wegmans 2GO iOS app on a provided iPhone and went through the same set of tasks. 

Informed by the findings of our heuristic evaluation, we designed the tasks according to the order of user workflow: onboarding, customization, and checkout. In each task, we investigated the ease of use, intuitiveness, and satisfaction of the system. We used:

(1) a background questionnaire to collect their demographic information,

(2) think-aloud protocol during the test to analyze their verbal expressions, and 

(3) post-task questions and a post-test questionnaire to understand their satisfaction of the app.

Evaluation Environment

Measurement Taken

●  Task Completion
●  Task time
●  Error count
●  Verbal expressions
●  Facial expressions
●  Other specific task measurements

Results & Findings

We created a final report detailing the findings of the usability test and identifies some usability issues existing in the design of the application that result in user confusion as well as increase the difficulty of use. Consistent with our heuristic evaluation, usability issues are primarily found in the customization and checkout process, particularly regarding perceptibility of state of system and feedback, flexibility and efficiency of use, and error prevention and recovery.

Time Spent on Each Task

Post-Task Questionnaire