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Usability Testing on Food Delivery App

Understanding usability problems in user interface design in Food Delivery App using Heuristic Evaluation Research Methodology

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Research Goal
To evaluate if a user can order food on time at their preferred location for one or more people through this application. To understand if the app is usable,  enjoyable, and inclusive.

Project Overview

  • Figma

  • Mural

  • Zoom 

  • Excel sheets


Size: 5 member

Duration : 4 months


Neilson Norman's 10 Usability Heuristics 

My Role

Team Lead and facilitator

My Responsibilities

  • User research - Heuristic Evaluation 

  • Designed Affinity Map

  •  User Interview 

  •  Usability Testing 

  •  Data analysis 

  •  Prototyping to showcase revised design

Research Roadmap
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Heuristic Evaluation
Competitive Analysis
Testing Methodology Approach
Usability Testing  
Issue and Recommendation
User Research Methods
Conducted a heuristic evaluation on all of the screens and decided to work on the screen which is more problematic and needed immediate fixes.
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Based on the evaluation, key areas that needed improvements are: 
  • Consistency & standards

  • Aesthetic & minimalist design

  • Visibility of system status

Categorized the screen based on this Severity Rating:

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Find complete Report Here.

Fig : Neilson Norman's 10 Usability Heuristics principle

Conducted SWOT analysis and Feature comparison with Direct and Indirect Competitors 

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Things I learned from user research
  •  Heuristic evaluations help to focus on more relevant areas so that we can focus on important  problems and resolve them.
  • How do the competitors focus on their target audience?
  • How SWOT  analysis can help our product to stand out in the market by understanding their competition in depth?
Participant Data Summary
Data collection Methods
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Participant Summary
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5 participants


Not Quoted, ideally a mix

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Participant Experiences

Participants Food ordering experience

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  • Either experience in ordering food using the mobile app or no experience at all.

  • Participants with 1+ person in their household besides themselves.

Overall Experience

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  • Either expert using smartphone applications, including digital wallets, or a novice using smartphone applications.


  • Screen out participants who work for any food delivery app/websites in-app development or design and anyone who has participated in product/market research in the last six months.

Testing Methodology 
  • We conducted 5 moderated usability tests with one moderator and one notetaker.
Analysis of Test Data  

Listing all the issues per task after conducting participant interview. Think-aloud protocol was implemented

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Major Usability Issue were from three heuristic principle

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SUS questions with SUS score

Task Success score. The greater the value of level score, the simple and easy is task flow


SUS Test analysis

  • Learned to design recruiter screener questionnaire,  Participant form, and Moderator script.

  • Know how to conduct user interviews and maintain a code of conduct while taking interviews.

  • Hands-on experience in analyzing the data to draw insights that help to create a more usable design solution.

  • Understood users' expectations, business needs, and market competition for the online food delivery industry.

  • Got a step-by-step understanding of complete usability testing methodology.

  • Learned work in a team, and grow together.

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