Bad user experience (UX) can not only break your user's journey, but also break their trust in your product.
Sometimes, this could be a technical issue that is out of the designer’s control: perhaps the function is still being developed or the technology isn’t available yet. Whatever the factor is, the user’s experience should still be prioritized, even with technical drawbacks.
Hungry customers = bad reviewsWhen you work in the food delivery industry, you are dealing with a lot of hungry customers. That means these customers—when their demands and expectations are not being met—are more prone to frustration and anger. Customers who end up feeling disappointed will have a negative experience with your app and give your business a bad review.
What does it take to get a good review? Once the user has confirmed their order payment, the countdown begins. Ideally, as long as the user receives their order by—or even better, before—the restaurant's estimated time of arrival, the user will be satisfied and most likely rate the experience positively.
But what if external factors, such as a delayed response from the restaurant or bad driving conditions, influence the order? What can be done to ensure that the user forgives (or forgets) a negative experience?
As a UX designer at EAT.ch, my focus in this study is to make sure that the user's journey is as pleasant as possible after they have confirmed purchase of their meal, while factoring the possibility of a late order.