My group was tasked with the project of evaluating the usability of a digital product and make improvements. The domino's pizza app was chosen due to the many reviews on the app store in which users expressed frustration with navigating throughout the app. Our goal was to redesign the Domino's app so that users could have a better experience within the app.
In order to identify and categorize possible usability issues within the Domino's Pizza app, the following criteria was used:
This factor is focused on helping users to understand any potential errors that they may face, as well as to help them with getting back on track. On the home page, the user is presented with a CTA to learn more about Domino's zero contact deliveries. Once a user clicks on this button, they are taken out of the app, to a browser with a blank page. There is no relevant information on this page, as well as no notice of an error occurring.
In the redesign, the Learn More button was moved to the bottom of the screen, so that the main CTAs are the first thing that a user sees when arriving at this screen. When a user clicks on the learn more button, a modal screen appears, which provides them with all of the necessary information. With this method, there is less likelihood of errors, and the user does not have to leave the app. For easy navigation, a tab bar was added at the bottom of the home page.
This factor is focused on making sure that information is easily retrievable, and users do not have to remember that information. When selecting a delivery address, a user cannot add a new address on this page. This means that every time a user goes through this flow, they will have to manually add in a new address if it is different from their primary one. In the redesign, there is an option to add a new address. Once the new address is added, it will be part of the user's saved addresses. In addition, the size of the text was increased, as the current size was not accessible enough, which may make it difficult for some users to read.
Users will spend more time using other apps than they will use the Domino's app. Therefore, there must be consistency among other apps, in order to reduce friction within this app. In the Domino's app, users are taken directly to their cart after selecting a delivery option and address. Since this is the beginning of a user's task flow within the app, the cart will always be empty. This is not consistent among other apps. To rectify this, a user is taken directly to the menu instead. The amount of information that is displayed when the cart is empty has also been reduced, to only the information that is relevant for this screen.
On the menu page, there was a lack of consistency in terms of how the items were ordered. For example, the "Build Your Own Pizza" option is a separate menu item, but the "Build Your Own Pasta" option is found within the pasta menu. To create consistency, both customization options were relocated to their respective menu items. In addition, the photo and font size on the menu were increased to make it more accessible to users.
It is important that users are always aware of what is going on within the app, as well as the system's current state. When a user is navigating throughout the menu, it is not clear how many items are in their cart. To fix this, the cart icon was added so that users are always aware of the status. In addition, this screen was redesigned so that the photo and text would be larger and more accessible to users.
When a user is on the final step of selecting a menu item, they are presented with a screen that has two "Add To Order" buttons. To reduce redundancy, this was cut down to one button that can be found at the bottom of the page. For menu items that have many options, the layout was redesigned so that the user does not have to scroll through a long list.
When a user's cart contains items, the screen that is displayed is overfilled with information. To make it easier for the user to navigate this screen, it was redesigned to show only the necessary information for this page. Information such as delivery address can be displayed at a further step during the check-out process
There are instances in which the Domino's app cannot fulfill the order at a specific location. When this is the case, the user is not notified until the last step of the checkout process. If a user wants to change the store location, they will have to redo the process from the beginning. To avoid this situation, this message has been moved to the beginning of the task flow. When a user selects a store location, they will be notified if that store is able to accept orders. By doing this validation at the beginning of the process, the user can be informed early on, and will not have to redo their order.