UberEats Order Lists

Helping Uber Eats restaurant partners handle orders more efficiently.

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Background

The Kleiner Perkins Design Fellow Program design challenge is to “redesign a feature of a Kleiner Perkins company’s product." I chose to redesign a feature on Uber Eats for restaurant partners as I currently work part-time at the bubble tea chain, CoCo, and interact with Uber Eats frequently. While working, I often have frustrations with the app, which lead to my inspiration for this design challenge.

Role: UX/UI design, UX research
Timeline: January 2019

Research

USER OBSERVATION

To understand pain points that users are currently having, I went into the store and observed my coworkers using the Uber Eats app. This was also to validate my own pain points with the app and gather more insights from others. Through shadowing, I identified two main problems with their experience.

Pain point: critical information is not presented immediately

When receiving an order, it can be hard to see the entire order and how many items are inside. The user has to scroll down a cumbersome list, which can get very long. There is also no indication of the number of items, so the order can have 2 items or 10 items, but the user won’t be able to find out until they’ve scrolled through the entire list. This can lead to very stressful situations where we unexpectedly have 10 more drinks due in 8 minutes, on top of our in-store customer orders.

Pain point: having to scroll through the whole order to find out number of items and the total price.

PAIN POINT: no flexibility and control in preparation time

Tying into the first problem, Uber Eats does not let the restaurant choose when the order is due. The time due is assigned automatically through the app, and there are many instances where the order is due way sooner than they can prepare it, especially on a busy day. There is a ‘delay order’ functionality through the help button, but this can only be used before a driver is assigned to the order. However, drivers are usually assigned to orders immediately and restaurants are stuck with the due time. This results in the driver arriving before the order is done and having to wait for the restaurant, creating an unpleasant experience for all parties.

Pain point: an automatically assigned time due for the order before the user can confirm it.

Define

After evaluating what I learned through observing my coworkers, I began to narrow my focus by creating HMW statements and mapping out the user journey.

HMW Statements

User Journey Maps

Design

To address the user needs of viewing orders more clearly, I restructured how orders are displayed on Uber Eats. There is now an additional panel that displays a quick summary of the orders, showing the most important information at first glance (order number, price, number of items).

AIso, I tried to create more consistency between the restaurant-end of Uber Eats and the user-end, as I noticed that the two had fairly different UIs and design patterns. The styling in the new order list reflect that consistency through using the same button and font style as the user-end Uber Eats.

As for increasing the flexibility and control for users in orders, I've added time allocation controls when a user confirms an order. This choice is optional, meaning the user can still just click confirm without choosing a time, which will still use Uber Eat's current algorithms for estimating completion time. However, this feature gives users the flexibility to easily manage their orders and time however necessary.

Prototype

Reflection

An organic problem

This project was super fun for me to do because I genuinely wanted improve the experience of Uber Eats for restaurants while working at CoCo. These frustrations just stayed in the back of my mind until this design challenge pushed me to go and find a solution. Big thanks to my coworkers for helping me collect research and gain more insights into this redesign!

Scalability

Because my research was limited to just one restaurant, I question whether my redesign would be scalable for all Uber Eats restaurants. If I had more time, I would definitely interview more restaurants that use Uber Eats and see if they have the same problem, or maybe it's completely irrelevant to them.

Testing

The next steps for this project would be to conduct usability testing for the prototype and compare its metrics against the current Uber Eats app for restaurants. If I get a chance to continue this project, I will definitely update my progress!