Solution Proposed
Solution Proposed
Solution Proposed
Solution Proposed
Thanks for Reading ❤️
Thanks for Reading ❤️
Thanks for Reading ❤️
DoorDash
DoorDash
DoorDash
DoorDash
We researched user pain points, designed key features, and refined them through usability testing to enhance the DoorDash experience.
We researched user pain points, designed key features, and refined them through usability testing to enhance the DoorDash experience.
We researched user pain points, designed key features, and refined them through usability testing to enhance the DoorDash experience.
We researched user pain points, designed key features, and refined them through usability testing to enhance the DoorDash experience.
Project Type
Academic Project
Role
UX Researcher
Design Strategy
UX/UI Designer
Timeline
2-3 Months
Tools
Figma, Miro
Problem Statement
Problem Statement
Problem Statement
To explore user experiences with Door Dash and identify opportunities for UX improvements to enhance customer experience , loyalty and engagement.
To explore user experiences with Door Dash and identify opportunities for UX improvements to enhance customer experience , loyalty and engagement.
To explore user experiences with Door Dash and identify opportunities for UX improvements to enhance customer experience , loyalty and engagement.
Target User
Target User
Target User
Age Group
Age Group
18-55
18-55
Primarily 18-55 years old, tech-savvy and comfortable with using mobile applications for daily needs.
Primarily 18-55 years old, tech-savvy and comfortable with using mobile applications for daily needs.
Primarily 18-55 years old, tech-savvy and comfortable with using mobile applications for daily needs.
Occupation
Occupation
Any
Any
Includes a mix of working professionals, busy professionals , and students who value efficiency and time management.
Includes a mix of working professionals, busy professionals , and students who value efficiency and time management.
Includes a mix of working professionals, busy professionals , and students who value efficiency and time management.
Usage Patterns
Usage Patterns
1-2
1-2
A week
A week
Regular users who engage with the app at least twice a week, seeking quick meal solutions and reliable service.
Regular users who engage with the app at least twice a week, seeking quick meal solutions and reliable service.
Regular users who engage with the app at least twice a week, seeking quick meal solutions and reliable service.
Generative Research
Generative Research
Generative Research
Initial phase focused on identifying core user needs and challenges with the DoorDash app to gather actionable insights for design improvements.
Initial phase focused on identifying core user needs and challenges with the DoorDash app to gather actionable insights for design improvements.
Methodology : 1-1 semi structured recorded interviews are taken over zoom. 6 participants were recruited from the screener for diverse user selection
Methodology : 1-1 semi structured recorded interviews are taken over zoom. 6 participants were recruited from the screener for diverse user selection
Feature 1
Feature 1
Feature 1
AI Dash Bot
AI Dash Bot
AI Dash Bot
The AI chatbot, DashBot, was developed to enhance customer support and streamline the ordering experience in the DoorDash app. Integrated within the search bar, DashBot assists users with order modifications, tracking updates, and quick issue resolution—reducing dependency on customer service. Designed based on user feedback, the chatbot ensures a faster, more intuitive, and seamless ordering experience, improving overall user satisfaction.
The AI chatbot, DashBot, was developed to enhance customer support and streamline the ordering experience in the DoorDash app. Integrated within the search bar, DashBot assists users with order modifications, tracking updates, and quick issue resolution—reducing dependency on customer service. Designed based on user feedback, the chatbot ensures a faster, more intuitive, and seamless ordering experience, improving overall user satisfaction.
The AI chatbot, DashBot, was developed to enhance customer support and streamline the ordering experience in the DoorDash app. Integrated within the search bar, DashBot assists users with order modifications, tracking updates, and quick issue resolution—reducing dependency on customer service. Designed based on user feedback, the chatbot ensures a faster, more intuitive, and seamless ordering experience, improving overall user satisfaction.
Feature 2
Feature 2
Feature 2
Order Verification
Order Verification
Order Verification
The Order Verification Flow was designed to improve order accuracy and reduce errors before delivery. When an order is picked up from the restaurant, users receive a notification with a photo of their items, allowing them to verify and confirm the order. If there’s an issue, they can report it immediately before the delivery agent leaves. This feature ensures a smoother experience by minimizing incorrect deliveries and missing items, enhancing customer trust in the platform.
The Order Verification Flow was designed to improve order accuracy and reduce errors before delivery. When an order is picked up from the restaurant, users receive a notification with a photo of their items, allowing them to verify and confirm the order. If there’s an issue, they can report it immediately before the delivery agent leaves. This feature ensures a smoother experience by minimizing incorrect deliveries and missing items, enhancing customer trust in the platform.
The Order Verification Flow was designed to improve order accuracy and reduce errors before delivery. When an order is picked up from the restaurant, users receive a notification with a photo of their items, allowing them to verify and confirm the order. If there’s an issue, they can report it immediately before the delivery agent leaves. This feature ensures a smoother experience by minimizing incorrect deliveries and missing items, enhancing customer trust in the platform.
Feature 3
Feature 3
Feature 3
Order Cancellation with Reward
Order Cancellation with Reward
Order Cancellation with Reward
The Order Cancellation with Reward feature was designed to improve user experience when canceling an order. If a user cancels, a cancellation fee is deducted, but to maintain customer satisfaction, they receive a coupon as a reward for future use. This encourages users to continue using the platform while ensuring fairness in the cancellation process, balancing business needs with customer retention.
The Order Cancellation with Reward feature was designed to improve user experience when canceling an order. If a user cancels, a cancellation fee is deducted, but to maintain customer satisfaction, they receive a coupon as a reward for future use. This encourages users to continue using the platform while ensuring fairness in the cancellation process, balancing business needs with customer retention.
The Order Cancellation with Reward feature was designed to improve user experience when canceling an order. If a user cancels, a cancellation fee is deducted, but to maintain customer satisfaction, they receive a coupon as a reward for future use. This encourages users to continue using the platform while ensuring fairness in the cancellation process, balancing business needs with customer retention.
Preparing your order
Preparing your order
Preparing your order
Preparing your order
Dasher Arrival
Dasher Arrival
Dasher Arrival
Dasher Arrival
Dasher heading towards you
Dasher heading towards you
Dasher heading towards you
Dasher heading towards you
Order Arrived
Order Arrived
Order Arrived
Order Arrived
Additional Step
Additional Step
Additional Step
Additional Step
Verify the order from the customer's side by reviewing the image uploaded by the restaurant
Verify the order from the customer's side by reviewing the image uploaded by the restaurant
Verify the order from the customer's side by reviewing the image uploaded by the restaurant
Verify the order from the customer's side by reviewing the image uploaded by the restaurant
Key Insights from User Interactions
Key Insights from User Interactions
Key Insights from User Interactions
Based on key insights from our generative research, we have identified three areas where the DoorDash app requires UX improvements.
Based on key insights from our generative research, we have identified three areas where the DoorDash app requires UX improvements.
Based on key insights from our generative research, we have identified three areas where the DoorDash app requires UX improvements.
Customer Service Experience
Customer Service Experience
Customer Service Experience
Order Accuracy
Order Accuracy
Order Accuracy
Feature Requests
Feature Requests
Feature Requests
Order Accuracy
Order Accuracy
Order Accuracy
There were significant concerns regarding order accuracy, with users frequently receiving incorrect items.
There were significant concerns regarding order accuracy, with users frequently receiving incorrect items.
There were significant concerns regarding order accuracy, with users frequently receiving incorrect items.
Customer Service Experience
Customer Service Experience
Customer Service Experience
Responsive and effective customer service to handle inquiries and complaints efficiently.
Responsive and effective customer service to handle inquiries and complaints efficiently.
Responsive and effective customer service to handle inquiries and complaints efficiently.
Feature Requests
Feature Requests
Feature Requests
Users expressed a desire for more personalized features, such as recommendations based on past orders and dietary preferences.
Users expressed a desire for more personalized features, such as recommendations based on past orders and dietary preferences.
User Persona
User Persona
User Persona
Jamie Cooper
Jamie Cooper
Jamie Cooper
Jamie Cooper
Age
Age
Age
Age
32
32
32
32
Occupation
Occupation
Occupation
Occupation
Working Professional in Urban Planning
Working Professional in Urban Planning
Working Professional in Urban Planning
Working Professional in Urban Planning
Location
Location
Location
Location
Urban area, living in a mid-sized city apartment
Urban area, living in a mid-sized city apartment
Urban area, living in a mid-sized city apartment
Urban area, living in a mid-sized city apartment
Who I am
Who I am
Who I am
Who I am
Emily is deeply invested in her health and academic success. She juggles a rigorous academic schedule with clinical rotations, leaving her with minimal time for personal activities, including meal preparation.
Emily is deeply invested in her health and academic success. She juggles a rigorous academic schedule with clinical rotations, leaving her with minimal time for personal activities, including meal preparation.
Emily is deeply invested in her health and academic success. She juggles a rigorous academic schedule with clinical rotations, leaving her with minimal time for personal activities, including meal preparation.
Emily is deeply invested in her health and academic success. She juggles a rigorous academic schedule with clinical rotations, leaving her with minimal time for personal activities, including meal preparation.
Device I use
Device I use
Device I use
Device I use
->
->
->
->
->
->
->
->
iPhone
Laptop
iPhone
Laptop
iPhone
Laptop
iPhone
Laptop
"I rely on DoorDash not just for quick meals but for its reliability and ease. When things don't go as planned, it can really throw off my day. I need an app that's as efficient as I try to be."
"I rely on DoorDash not just for quick meals but for its reliability and ease. When things don't go as planned, it can really throw off my day. I need an app that's as efficient as I try to be."
"I rely on DoorDash not just for quick meals but for its reliability and ease. When things don't go as planned, it can really throw off my day. I need an app that's as efficient as I try to be."
"I rely on DoorDash not just for quick meals but for its reliability and ease. When things don't go as planned, it can really throw off my day. I need an app that's as efficient as I try to be."
Characteristics
Characteristics
Characteristics
Characteristics
Tech-Savvy: Comfortable using a variety of mobile apps for daily activities, from food delivery to ride-sharing.
Lifestyle: Busy professional balancing work demands with personal life, often relies on technology for convenience.
Family Status: Young professional, part of a dual-income household without children.
Tech-Savvy: Comfortable using a variety of mobile apps for daily activities, from food delivery to ride-sharing.
Lifestyle: Busy professional balancing work demands with personal life, often relies on technology for convenience.
Family Status: Young professional, part of a dual-income household without children.
Tech-Savvy: Comfortable using a variety of mobile apps for daily activities, from food delivery to ride-sharing.
Lifestyle: Busy professional balancing work demands with personal life, often relies on technology for convenience.
Family Status: Young professional, part of a dual-income household without children.
Tech-Savvy: Comfortable using a variety of mobile apps for daily activities, from food delivery to ride-sharing.
Lifestyle: Busy professional balancing work demands with personal life, often relies on technology for convenience.
Family Status: Young professional, part of a dual-income household without children.
Goals and Motivations
Goals and Motivations
Goals and Motivations
Goals and Motivations
Efficiency and Time Management: Seeks solutions that save time and reduce effort in daily tasks.
Reliability: Expects consistent and dependable service from apps, especially when it affects daily scheduling.
Efficiency and Time Management: Seeks solutions that save time and reduce effort in daily tasks.
Reliability: Expects consistent and dependable service from apps, especially when it affects daily scheduling.
Efficiency and Time Management: Seeks solutions that save time and reduce effort in daily tasks.
Reliability: Expects consistent and dependable service from apps, especially when it affects daily scheduling.
Efficiency and Time Management: Seeks solutions that save time and reduce effort in daily tasks.
Reliability: Expects consistent and dependable service from apps, especially when it affects daily scheduling.
Pain Points
Pain Points
Pain Points
Pain Points
App Navigation: Finds some aspects of the current DoorDash app interface confusing, leading to frustration when trying to quickly place an order.
Order Accuracy: Has experienced occasional discrepancies in order accuracy, causing inconvenience and dissatisfaction.
Customer Service: Unsatisfactory experiences with resolving service issues through the app, desires quicker and more effective support.
App Navigation: Finds some aspects of the current DoorDash app interface confusing, leading to frustration when trying to quickly place an order.
Order Accuracy: Has experienced occasional discrepancies in order accuracy, causing inconvenience and dissatisfaction.
Customer Service: Unsatisfactory experiences with resolving service issues through the app, desires quicker and more effective support.
App Navigation: Finds some aspects of the current DoorDash app interface confusing, leading to frustration when trying to quickly place an order.
Order Accuracy: Has experienced occasional discrepancies in order accuracy, causing inconvenience and dissatisfaction.
Customer Service: Unsatisfactory experiences with resolving service issues through the app, desires quicker and more effective support.
App Navigation: Finds some aspects of the current DoorDash app interface confusing, leading to frustration when trying to quickly place an order.
Order Accuracy: Has experienced occasional discrepancies in order accuracy, causing inconvenience and dissatisfaction.
Customer Service: Unsatisfactory experiences with resolving service issues through the app, desires quicker and more effective support.
Jamie represents busy urban professionals who heavily rely on apps like DoorDash to simplify daily tasks, save time, and manage their packed schedules.
Jamie represents busy urban professionals who heavily rely on apps like DoorDash to simplify daily tasks, save time, and manage their packed schedules.
Jamie represents busy urban professionals who heavily rely on apps like DoorDash to simplify daily tasks, save time, and manage their packed schedules.
She values consistent service, especially in order accuracy and ease of navigation, as even small disruptions can throw off her day.
She values consistent service, especially in order accuracy and ease of navigation, as even small disruptions can throw off her day.
She values consistent service, especially in order accuracy and ease of navigation, as even small disruptions can throw off her day.
Her frustrations with order accuracy and customer service guided our focus on improving app features like Order Verification and Responsive Support Systems.
Her frustrations with order accuracy and customer service guided our focus on improving app features like Order Verification and Responsive Support Systems.
Her frustrations with order accuracy and customer service guided our focus on improving app features like Order Verification and Responsive Support Systems.
Hi-fi Wireframe
Hi-fi Wireframe
Hi-fi Wireframe
1st Access point of dashbot
1st Access point of dashbot
1st Access point of dashbot
1st Access point of dashbot
2nd Access point of dashbot
2nd Access point of dashbot
2nd Access point of dashbot
2nd Access point of dashbot
Usability Testing
Usability Testing
Usability Testing
Usability Testing
Usability Testing Round 1
Usability Testing Round 1
Usability Testing Round 1
To gather feedback on our design, we conducted Usability Testing Round 1 with six participants closely aligned with our defined persona. Using our interactive prototype, we conducted in-depth interviews to identify pain points, frustrations, and areas for improvement, ensuring our design effectively addressed user needs.
To gather feedback on our design, we conducted Usability Testing Round 1 with six participants closely aligned with our defined persona. Using our interactive prototype, we conducted in-depth interviews to identify pain points, frustrations, and areas for improvement, ensuring our design effectively addressed user needs.
To gather feedback on our design, we conducted Usability Testing Round 1 with six participants closely aligned with our defined persona. Using our interactive prototype, we conducted in-depth interviews to identify pain points, frustrations, and areas for improvement, ensuring our design effectively addressed user needs.
Prototype Enhancements
Prototype Enhancements
Prototype Enhancements
Based on user feedback, we refined and enhanced our prototype to address identified pain points and improve overall usability.
Based on user feedback, we refined and enhanced our prototype to address identified pain points and improve overall usability.
Based on user feedback, we refined and enhanced our prototype to address identified pain points and improve overall usability.
Task - 1
Task - 1
Task - 1
How to efficiently order a chicken rice bowl under $25 using the app, optimized for a busy schedule.
How to efficiently order a chicken rice bowl under $25 using the app, optimized for a busy schedule.
How to efficiently order a chicken rice bowl under $25 using the app, optimized for a busy schedule.
Task - 2
Task - 2
Task - 2
Steps to confirm the accuracy of an order upon notification that it has been picked up.
Steps to confirm the accuracy of an order upon notification that it has been picked up.
Steps to confirm the accuracy of an order upon notification that it has been picked up.
Task 3
Task 3
Task 3
Process to check for a full refund possibility after realizing a mistake in the order placement.
Process to check for a full refund possibility after realizing a mistake in the order placement.
Process to check for a full refund possibility after realizing a mistake in the order placement.
Findings from Task - 1
Findings from Task - 1
Findings from Task - 1
Problem:
Problem:
Problem:
Bot Icon: Participants frequently missed the bot icon at the bottom of the homepage, opting instead to use the search bar for menu items.
Bot Icon: Participants frequently missed the bot icon at the bottom of the homepage, opting instead to use the search bar for menu items.
Bot Icon: Participants frequently missed the bot icon at the bottom of the homepage, opting instead to use the search bar for menu items.
Recommendation:
Recommendation:
Recommendation:
Easy access to AI : Integrate AI meal suggestions directly into the search bar for beter engagement
Easy access to AI : Integrate AI meal suggestions directly into the search bar for beter engagement
Easy access to AI : Integrate AI meal suggestions directly into the search bar for beter engagement
Users feedback:
Users feedback:
Users feedback:
“Not ant apps has this chatbot feature so I haven’t noticed this in the first go“
“Not ant apps has this chatbot feature so I haven’t noticed this in the first go“
“Not ant apps has this chatbot feature so I haven’t noticed this in the first go“
Users feedback:
Users feedback:
Users feedback:
“This is an additional step , but useful one”
“This is an additional step , but useful one”
“This is an additional step , but useful one”
“First I didn’t understand what to verify , I got clarity when I opened the page”
“First I didn’t understand what to verify , I got clarity when I opened the page”
“First I didn’t understand what to verify , I got clarity when I opened the page”
Findings from Task - 2
Findings from Task - 2
Findings from Task - 2
Problem:
Problem:
Problem:
Order Tracking : Users struggled to locate the tracking page from the notification for order verification.
Order Tracking : Users struggled to locate the tracking page from the notification for order verification.
Order Tracking : Users struggled to locate the tracking page from the notification for order verification.
Recommendation:
Recommendation:
Recommendation:
A direct link within the notification could streamline access and reduce confusion.
Add a “ Verify order “ button to boost user confidence.
A direct link within the notification could streamline access and reduce confusion.
Add a “ Verify order “ button to boost user confidence.
A direct link within the notification could streamline access and reduce confusion.
Add a “ Verify order “ button to boost user confidence.
Findings from Task - 3
Findings from Task - 3
Findings from Task - 3
Problem:
Problem:
Problem:
Coupon Visibility : There were noticeable uncertainty about the receipt and position of cancellation coupons. Many users were unsure if the coupon was issued.
Coupon Visibility : There were noticeable uncertainty about the receipt and position of cancellation coupons. Many users were unsure if the coupon was issued.
Coupon Visibility : There were noticeable uncertainty about the receipt and position of cancellation coupons. Many users were unsure if the coupon was issued.
Recommendation:
Recommendation:
Recommendation:
Providing more prominent conformation
Rename buttons (e.g., "Confirm to Cancel") to eliminate confusion.
Providing more prominent conformation
Rename buttons (e.g., "Confirm to Cancel") to eliminate confusion.
Providing more prominent conformation
Rename buttons (e.g., "Confirm to Cancel") to eliminate confusion.
Users feedback:
Users feedback:
Users feedback:
“Coupons are a good option instead of losing my money at all by coupon I can save money in my next order“
“Coupons are a good option instead of losing my money at all by coupon I can save money in my next order“
“Coupons are a good option instead of losing my money at all by coupon I can save money in my next order“
Here, we have integrated Dashbot AI into the search bar, similar to Meta AI. Users are already familiar with this feature, making it easily noticeable and accessible.
Here, we have integrated Dashbot AI into the search bar, similar to Meta AI. Users are already familiar with this feature, making it easily noticeable and accessible.
Here, we have integrated Dashbot AI into the search bar, similar to Meta AI. Users are already familiar with this feature, making it easily noticeable and accessible.
Task 1
Task 1
Task 1
If a user misses the Dashbot icon and goes to the search bar, we provide a default prompt there for direct access to start a conversation.
If a user misses the Dashbot icon and goes to the search bar, we provide a default prompt there for direct access to start a conversation.
If a user misses the Dashbot icon and goes to the search bar, we provide a default prompt there for direct access to start a conversation.
Here is the notification design, if user is not in the app they can still able to know the status of the order.
Here is the notification design, if user is not in the app they can still able to know the status of the order.
Here is the notification design, if user is not in the app they can still able to know the status of the order.
Task 2
Task 2
Task 2
Task 3
Task 3
Task 3
Task 3
We have highlighted the coupon section to ensure users can easily find and use it for future orders.
We have highlighted the coupon section to ensure users can easily find and use it for future orders.
We have highlighted the coupon section to ensure users can easily find and use it for future orders.
Collaborate
or
Just Say Hi! 👋
Collaborate or Just Say Hi! 👋
Keep in touch
Keep in touch
parthsavani62@gmail.com
parthsavani62@gmail.com
Our Approch
Our Approch
Our Approch
Our Approch
Emphasize
Emphasize
Emphasize
Emphasize
Milestone 01
Milestone 01
Milestone 01
Milestone 01
Gathering initial user insights through generative research
Gathering initial user insights through generative research
Gathering initial user insights through generative research
Gathering initial user insights through generative research
Ideate
Ideate
Ideate
Ideate
Milestone 03,04,05
Milestone 03,04,05
Milestone 03,04,05
Milestone 03,04,05
Brainstorming solutions to address these challenges.
Brainstorming solutions to address these challenges.
Brainstorming solutions to address these challenges.
Brainstorming solutions to address these challenges.
Define
Define
Define
Define
Milestone 02
Milestone 02
Milestone 02
Milestone 02
Identifying core issues that impact user satisfaction.
Identifying core issues that impact user satisfaction.
Identifying core issues that impact user satisfaction.
Identifying core issues that impact user satisfaction.
Prototype
Prototype
Prototype
Prototype
Milestone 06,07
Milestone 06,07
Milestone 06,07
Milestone 06,07
Creating initial and revised prototypes based on our ideas.
Creating initial and revised prototypes based on our ideas.
Creating initial and revised prototypes based on our ideas.
Creating initial and revised prototypes based on our ideas.
Test
Test
Test
Test
Milestone 07,08
Milestone 07,08
Milestone 07,08
Milestone 07,08
Conducting rounds of usability tests to refine these prototypes, using feedback to iterate and improve.
Conducting rounds of usability tests to refine these prototypes, using feedback to iterate and improve.
Conducting rounds of usability tests to refine these prototypes, using feedback to iterate and improve.
Conducting rounds of usability tests to refine these prototypes, using feedback to iterate and improve.
Revised Prototype
Revised Prototype
Revised Prototype
Revised Prototype
Test revised Prototype
Test revised Prototype
Test revised Prototype
Test revised Prototype