Helping users to have more control over their order when an item is not available.
Solo personal project
User research, sketching, wireframing, prototyping,and user testing.
March, 2024 (4 weeks)
Figma, G Suite, Mobbin, Maze
Since moving to Lisbon, Portugal, I've become familiar with Glovo, a delivery service that boasts over 11,000 active partners nationwide, predominantly small and medium-sized businesses.
I have ordered from the application a few times and encountered some issues during the process. Therefore, I became curious to know if others also experienced any usability problems with the application. To find out, I checked online reviews to see if other users faced similar issues and what kind of problems they encountered. Additionally, I decided to conduct a heuristic evaluation to determine if the interaction design principles were being properly implemented.
Therefore this project aims to uncover and address existing issues within Glovo's offerings, focusing on enhancing the product for a better user experience.
The first step was to conduct Desk Research and get facts and numbers about the product. It was discovered through Glovo's Business Model that besides being able to order from restaurants, you can also order from Pharmacies, Supermarket, Shopping Hub, and they also offer Courier services.
Besides, according to Glovo Delivered 2023: Top Trends It, they mentioned that pickup orders were up 252% in pharmacies, apart from an assumption I had that the major part of the orders would come from food/restaurants.
After that, I wanted to research how people respond to using the application and was quite surprised by their rating on TrustPilot. Even though their ratings on AppStore and GooglePlay are considered good, on TrustPilot, they have around 6k reviews, and their rating is 1.1. So, I went deep into reading them and highlighted below some of their main concerns, trying to understand why this contrast.
Here are the primary issues that have been reported by Glovo users:
After finding out the major pain points from the user's point of view, I wanted to explore some direct competitors (considering direct by being here in Portugal) and indirect ones (available in other countries) and compare Glovo's features with theirs.
I found several features that Glovo lacks, including the ability to leave specific product reviews, add restaurants to favourites, quickly know if a store is closed before picking an order, and tip the courier after delivery—all of which answer other major user pain points.
One of the main opportunities for improvement that I've noticed while comparing different food delivery services like Foodpanda, DoorDash and Glovo is that the former two allow users to choose what to do if their order is incomplete or if some items are missing. This feature addresses one of the major pain points for users, and I've observed that none of Glovo's direct competitors offer it. Therefore, implementing this feature would be a significant enhancement to the user experience.
After benchmarking Glovo against other applications, I researched competitors' design patterns through Mobbin to explore how other applications were solving the issues that Glovo's users were having.
My next step was to perform a Heuristic Evaluation of the Glovo App to identify any design issues associated with the product's user interface and that could also be fixed.
My focus was to do that on the specific scenario found before, which is related to when ordering, order substitutions are done without notice - lack of notification for out-of-stock items and inability to cancel orders. So for that I conducted this Heuristic Evaluation within the Order Flow.
Users experience frustration with the Glovo app due to receiving incomplete orders, which occur when items are unavailable. The current system lacks mechanisms for users to adjust their orders or explore alternative solutions, leading to dissatisfaction with the service.
I've conducted the Usability Tests through Maze and below we have a summary of the findings:
Task: Order Headache Medicine A & Headache Medicine B from ”Neighbourhood's Pharmacy” and make sure the pharmacy calls you if either Headache Medicine A or Headache Medicine B is unavailable, so you can replace it with a similar one and ensure delivery of your items.
