Calo
Calo
Calo
UX Research
UX Research
2023
Project Overview
Project Overview
This project aims to revamp the User Experience (UX) and User Interface (UI) of the rating system within Calo app. The primary focus is on creating a more engaging, intuitive, and user-friendly rating process, encouraging users to provide valuable feedback after their meal experience. The project will implement a two-step feedback system using emoji-based ratings and optional detailed feedback tags. The goal is to streamline the rating process while capturing nuanced customer insights.
This project aims to revamp the User Experience (UX) and User Interface (UI) of the rating system within Calo app. The primary focus is on creating a more engaging, intuitive, and user-friendly rating process, encouraging users to provide valuable feedback after their meal experience. The project will implement a two-step feedback system using emoji-based ratings and optional detailed feedback tags. The goal is to streamline the rating process while capturing nuanced customer insights.
Project Objectives
Project Objectives
Enhance User Engagement: To increase the rate of user interaction with the feedback system.
Improve Feedback Quality: To gather more detailed and actionable insights from users.
Streamline the Rating Process: To make the rating process quicker and more enjoyable, catering to users with busy lifestyles.
Increase User Satisfaction: To enhance overall user satisfaction through a more responsive and empathetic rating system.
Align with Business Goals: To align the feedback system with broader business objectives such as service improvement, customer retention, and brand reputation.
Enhance User Engagement: To increase the rate of user interaction with the feedback system.
Improve Feedback Quality: To gather more detailed and actionable insights from users.
Streamline the Rating Process: To make the rating process quicker and more enjoyable, catering to users with busy lifestyles.
Increase User Satisfaction: To enhance overall user satisfaction through a more responsive and empathetic rating system.
Align with Business Goals: To align the feedback system with broader business objectives such as service improvement, customer retention, and brand reputation.
Problem Statement
Problem Statement
The current rating system in Calo app is underutilized and fails to engage users effectively, resulting in a lack of sufficient feedback to guide service improvements. Users find the existing system time-consuming, not user-friendly, and lacking in terms of providing an opportunity for detailed feedback. This lack of engagement and detailed insight hampers the app's ability to evolve in line with user preferences and diminishes the overall customer experience. There is a clear need for a revamped rating system that is quick, engaging, and capable of capturing more granular feedback from users.
The current rating system in Calo app is underutilized and fails to engage users effectively, resulting in a lack of sufficient feedback to guide service improvements. Users find the existing system time-consuming, not user-friendly, and lacking in terms of providing an opportunity for detailed feedback. This lack of engagement and detailed insight hampers the app's ability to evolve in line with user preferences and diminishes the overall customer experience. There is a clear need for a revamped rating system that is quick, engaging, and capable of capturing more granular feedback from users.
Ideation: User goals
Ideation: User goals
Efficiency and Convenience: Users like Michael need a fast and easy way to order meals, reflecting their busy lifestyles.
Personalized Options: Users, especially those with specific dietary preferences like Jessica, need personalized meal recommendations and diet-specific options.
Quality and Experience: Users such as Olivia are looking for high-quality meals with a great customer experience, including presentation and delivery.
Feedback Mechanism: Users need a simple and quick way to provide feedback, like the emoji rating system, to fit into their busy schedules.
Sustainability and Health Consciousness: For some users, environmentally friendly practices and health-conscious options are crucial.
Efficiency and Convenience: Users like Michael need a fast and easy way to order meals, reflecting their busy lifestyles.
Personalized Options: Users, especially those with specific dietary preferences like Jessica, need personalized meal recommendations and diet-specific options.
Quality and Experience: Users such as Olivia are looking for high-quality meals with a great customer experience, including presentation and delivery.
Feedback Mechanism: Users need a simple and quick way to provide feedback, like the emoji rating system, to fit into their busy schedules.
Sustainability and Health Consciousness: For some users, environmentally friendly practices and health-conscious options are crucial.
Ideation: Business Goals
Ideation: Business Goals
User Engagement and Retention: Ensuring the app is engaging and meets the diverse needs of users to keep them coming back.
Data-Driven Personalization: Utilizing user data to provide personalized experiences, which can increase user satisfaction and loyalty.
Quality Control and Improvement: Gathering and analyzing user feedback to improve the quality of services and offerings.
Market Differentiation: Differentiating Calo from competitors through unique features, such as a nuanced rating system or AR previews.
Customer Acquisition: Attracting new users through features that cater to current market trends and user preferences.
Brand Reputation: Maintaining a positive brand image through quality service, user engagement, and responding to feedback.
User Engagement and Retention: Ensuring the app is engaging and meets the diverse needs of users to keep them coming back.
Data-Driven Personalization: Utilizing user data to provide personalized experiences, which can increase user satisfaction and loyalty.
Quality Control and Improvement: Gathering and analyzing user feedback to improve the quality of services and offerings.
Market Differentiation: Differentiating Calo from competitors through unique features, such as a nuanced rating system or AR previews.
Customer Acquisition: Attracting new users through features that cater to current market trends and user preferences.
Brand Reputation: Maintaining a positive brand image through quality service, user engagement, and responding to feedback.
In Conclusion: Balancing User and Business Needs
In Conclusion: Balancing User and Business Needs
Aligning with User Expectations: The app must align with user expectations for convenience, quality, and personalization, which in turn drives user satisfaction and loyalty.
Leveraging Feedback for Improvement: Utilize user feedback to continually improve the app, which aligns with both user and business interests in providing quality service.
Data Utilization for Business Insights: Analyze user data to gain insights into user behavior and preferences, aiding in business decision-making and strategy formulation.
In summary, the key user needs revolve around convenience, personalization, quality, and engagement, while the business needs focus on engagement, differentiation, and sustainable growth. Balancing these needs is crucial for the success and longevity of Calo's app.
Aligning with User Expectations: The app must align with user expectations for convenience, quality, and personalization, which in turn drives user satisfaction and loyalty.
Leveraging Feedback for Improvement: Utilize user feedback to continually improve the app, which aligns with both user and business interests in providing quality service.
Data Utilization for Business Insights: Analyze user data to gain insights into user behavior and preferences, aiding in business decision-making and strategy formulation.
In summary, the key user needs revolve around convenience, personalization, quality, and engagement, while the business needs focus on engagement, differentiation, and sustainable growth. Balancing these needs is crucial for the success and longevity of Calo's app.
Userflows
Userflows
Usability Testing: Testing Objectives
Usability Testing: Testing Objectives
Ease of Use: Assess how easily users can navigate and understand the new rating system. This includes evaluating whether the emoji-based ratings and optional feedback tags are intuitive and straightforward.
Engagement Level: Determine if the new design successfully encourages more users to leave feedback. This involves measuring the users' willingness to interact with the rating system and complete the process.
Clarity of Communication: Evaluate if the instructions, emoji titles, and feedback prompts are clear and effectively communicate their intended message.
Feedback Quality: Assess the quality of feedback provided through the new system. This involves determining if the emoji ratings and additional feedback options yield more actionable and detailed insights.
Efficiency of the Process: Measure how much time users take to complete the rating process, ensuring that the new design respects the user’s time, especially important for busy users.
User Satisfaction: Gauge user satisfaction with the overall experience of using the new rating system.
Emotional Response: Observe the emotional response of users while interacting with the system, which can be indicative of how positively they perceive the new system.
Ease of Use: Assess how easily users can navigate and understand the new rating system. This includes evaluating whether the emoji-based ratings and optional feedback tags are intuitive and straightforward.
Engagement Level: Determine if the new design successfully encourages more users to leave feedback. This involves measuring the users' willingness to interact with the rating system and complete the process.
Clarity of Communication: Evaluate if the instructions, emoji titles, and feedback prompts are clear and effectively communicate their intended message.
Feedback Quality: Assess the quality of feedback provided through the new system. This involves determining if the emoji ratings and additional feedback options yield more actionable and detailed insights.
Efficiency of the Process: Measure how much time users take to complete the rating process, ensuring that the new design respects the user’s time, especially important for busy users.
User Satisfaction: Gauge user satisfaction with the overall experience of using the new rating system.
Emotional Response: Observe the emotional response of users while interacting with the system, which can be indicative of how positively they perceive the new system.
Usability Testing: Discussion guide
Usability Testing: Discussion guide
Introduction: Hello, thank you for taking the time to meet with me today! My name is Jihad Aqel, I work as a UX designer for Calo and I will be conducting today’s session with you, I will be sharing with you a prototype link, you will have to open it please and I will give you some tasks to do on which you will give me your feedback.
Please note that this is a prototype so some inputs might be pre-filled to save your time.
Other Calo colleagues might join the session, they will not interact directly with you the will only listen, The session will be recorded
Before we start can you please tell me a little bit about yourself?
Do you use Calo application?
How frequently your order food?
Which type of food you prefer to order?
When do you usually order food?
Do you have any questions before we begin?
Scenario: Imagine that you received your order from calo and had a good lunch time, but you didn’t enjoy the food much cause of some standards you like in food you couldn’t find in your meal and you want to rate the meal
Task 1: Looking at the screen, can you show me what do you understand? (Deliveries Screen)
Task 1.1: From 1 to 5 how clear was it for you the information in this section? Please Explain.
Task 2: Looking at the screen, could you tell me how can we start our rating process?
Task 2.1: From 1 to 5, how clear was it for you the rating access point? Please Explain.
Task 3: Imagine you want to rate your meal and give it a bad rating, could you show me how would you do that?
Task 3.1: From 1 to 5, how interesting was it for you that you can rate both the meal and the delivery? Please ExplainTask 3.2: From 1 to 5, how clear was it for you that you can either continue or just submit the rating? Please Explain
Task 3.3: Looking at the screen, what do you expect to happen if you click continue?
Task 3.4: From 1 to 5, how interesting for you to rate the details of the order and give suggestions
Task 3.4: From 1 to 5, how clear was it for you that you can multi select the tags from the suggestions?
Final Thoughts
Questions:
In general what are your thoughts regarding the Rating experience?
From 1 to 5 how clear and easy was the Rating experience for you?
Do you have any additional feedback or suggestions?
Introduction: Hello, thank you for taking the time to meet with me today! My name is Jihad Aqel, I work as a UX designer for Calo and I will be conducting today’s session with you, I will be sharing with you a prototype link, you will have to open it please and I will give you some tasks to do on which you will give me your feedback.
Please note that this is a prototype so some inputs might be pre-filled to save your time.
Other Calo colleagues might join the session, they will not interact directly with you the will only listen, The session will be recorded
Before we start can you please tell me a little bit about yourself?
Do you use Calo application?
How frequently your order food?
Which type of food you prefer to order?
When do you usually order food?
Do you have any questions before we begin?
Scenario: Imagine that you received your order from calo and had a good lunch time, but you didn’t enjoy the food much cause of some standards you like in food you couldn’t find in your meal and you want to rate the meal
Task 1: Looking at the screen, can you show me what do you understand? (Deliveries Screen)
Task 1.1: From 1 to 5 how clear was it for you the information in this section? Please Explain.
Task 2: Looking at the screen, could you tell me how can we start our rating process?
Task 2.1: From 1 to 5, how clear was it for you the rating access point? Please Explain.
Task 3: Imagine you want to rate your meal and give it a bad rating, could you show me how would you do that?
Task 3.1: From 1 to 5, how interesting was it for you that you can rate both the meal and the delivery? Please ExplainTask 3.2: From 1 to 5, how clear was it for you that you can either continue or just submit the rating? Please Explain
Task 3.3: Looking at the screen, what do you expect to happen if you click continue?
Task 3.4: From 1 to 5, how interesting for you to rate the details of the order and give suggestions
Task 3.4: From 1 to 5, how clear was it for you that you can multi select the tags from the suggestions?
Final Thoughts
Questions:
In general what are your thoughts regarding the Rating experience?
From 1 to 5 how clear and easy was the Rating experience for you?
Do you have any additional feedback or suggestions?
RING RING
Drop your email into our teleporter and let's journey into the world of seamless design!
RING RING