After fielding, we provided the client with a full report which included additional design updates that they should consider in order to provide customers with a great experience.

Sample insights:

• Customers that selected to receive their order in a parking spot sometimes had an extended wait because the kitchen staff weren’t used to running food outside. We recommended additional training for the kitchen staff and for the mobile order pickup area to be more clear on the kitchen’s assembly screen.

• Users often could not find the floating navigational menu because it was being covered up by their thumb as it hovered over the screen, therefore, we recommended that the navigational menu be moved to the top of the screen.

• Users were confused by menu item categorization and naming, especially desserts and kids’ meals so we suggested that categorization names should more closely resemble how users refer to those food items instead of using company/industry jargon.

• Item customization tools did not allow users to customize their items in the way they wanted, therefore, we recommended that additional ingredients should be added to the customization menu which, at a minimum, should allow users to swap out cheeses and add favorite sauces.

• When an item was added to the bag, users didn’t know what to do next, therefore, we suggested to add a prompt after an item is added to the bag to maintain a smooth flow and keep users focused on the ordering process.