Welcome - COM 525 Portfolio - GrubHub

This website is a portfolio of the work that team GrubHub of Illinois Tech, COM 525 produced during the Spring 2017 semester.

We would like to send our gratitude to our Professor Libby Hemphill and TA Xi Rao for their support and motivation this entire semester - thank you!

Executive Summary

This team is composed of four IT students that used the principles of user-center design and inspection methods for conducting user experience research to support their thesis.

Thesis

Adding visuals to GrubHub’s mobile application would reduce buyer's remorse and be a driving force for future sells.

Students collectively planned and conducted reports that evaluated the UX/UI of, but not limited to, GrubHub’s mobile application available on iOS and Android. The nature of the course work consisted of researching, collecting, and interpreting data, in concert with formally detailing report outcomes and recommendations, all from the lense of user-centered design. This website will showcase the highlights of the students work.

User Test Plan

The User Test Plan was designed to help us learn about our user. Systematic questions were used to extract information from our participants to support clearly defined goals that surround our thesis. Users were asked to test the GrubHub application by following an oral script recited from an orator that guided them through several procedures. Both performance and preference data were collected during the test sessions- worth reading.

User Test Report

The User Test Report is a formal report that clearly details the results and specifics of the User Test Plan. It allows the investigator or tester to view the User Test Report data in chronological order, making it easy to compare and report the results of the participants to upper-management. The results can reveal commonalities and distinct differences between the participants, helping us reshape our goals and thesis and to become aware of our subtle assumptions.

Persona

Personas are fictional characters that are designed to mimic an actual user. We created different skeletons to help us focus and decided on the appropriate personas for our overall aim. The data of our personas were collected from reputable sources that describes the behaviors and attitudes from our target group.

Survey

The survey is predicated on the results of the User Test Plan. Participants were asked specific questions that revealed their motives and attitudes when interacting with GrubHub’s mobile application. The outcome helped us ascertain the usability of GrubHub's application and more insight about a typical user.

Competitive Analysis

Our competitive analysis was created to juxtapose the search feature of GrubHub against its direct and indirect competitors. The search feature became a focal point because it is the engine users rely on when interacting with the app. Flowcharts are available for review!

Inspection Method

For our inspection method, we used a Cognitive Walkthrough to effectively evaluate ease of learning. We used four key questions for each step of the walkthrough. The results were predictable but the notes are worth reading.

Table of Content

This website will showcase the different projects we completed this semester regarding GrubHub's UX design of thier mobile application with recommendations. The different reports can be found using the links on the left-menu or by navigating this table of content:
  1. User Test Plan
  2. User Test Report
  3. Persona
  4. Competitive Analysis Report
  5. Survey
  6. Inspection Method Report
  7. About The Team

Conclusion & Takeaways

Conclusion

If there is one thing to be learned from this UX breakdown with GrubHub it is that keeping the user within the application is most important to user satisfaction. Our purpose of this investigation was to find whether or not adding pictures to menu items would increase user satisfaction and selection bias. Furthermore, we established if menu items simply had a more detailed description, such as key ingredients, it would reduce time spent outside of the application to search for information on Google. Trust was another key issue we found apparent in GrubHub’s interface. GrubHub had lacked the information that we as well as our users needed to make an informed decision during our analysis. We could not say nor prove that users could trust the information readily available through GrubHub to make their sole decision.

In retrospect, GrubHub did its job as far as aiding the user through the selection process. Although, throughout our research we found a strong bias to include visual information such as pictures to each or as many dishes as possible to further improve the user experience.

Takeaways