RITUAL APP

Adding a peer-review feature to an existing app

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SUMMARY

I added a customer review feature to the existing Ritual app.

Note: This is an uncommissioned project.

PROBLEM STATEMENT

Ritual is a Toronto-based food app that allows people to order food for takeout from local restaurants and cafés. The app allows businesses to prepare the food prior to the customers’ arrival so it can be picked up without any waiting time.

Ritual wants to add a new feature that allows users to provide public feedback to businesses; this would allow businesses to better their service, and also help users to make an informed decision on where to place an order. 

ROLE

UX/UI designer, researcher

TOOLS

Figma

Google Forms

Miro

TIME

4 weeks (20 hours / week)

Design Process

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EMPATHIZE

Competitive analysis

Survey

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DEFINE

Site map

Task flow

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DESIGN

Wireframes

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TESTING & ITERATION

Prototype

Usability test

Design revisions

1. Empathize

Gathering facts to make informed design decisions

COMPETITIVE ANALYSIS

What are the competitors doing & what can we learn from them? 

I examined some of Ritual's direct & indirect competitors to see how they are treating the customer reviews.

View the full analysis
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SURVEY

What are users' habits and preferences on food ordering apps?

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The majority of the 21 survey respondents agreed on the following.

Users’ preferences regarding reading reviews

  • Users find the following info most useful:
    • Customer’s overall satisfaction
    • Taste of food
    • Quality of food
    • Customer service
    • Value
  • Users prefer to see a combination of scale rating, comments & photos as a part of the review.
  • A clearly defined rating system increases the users’ trust in the reviews.
  • On one hand, people find anonymous comments to be untrustworthy; on the other hand, many are reluctant to provide reviews because they prefer not to have their names attached to the review.
    • We must find a happy medium Ex. Initials, first name only, username

Users’ preferences regarding providing reviews

  • An incentive would greatly encourage users to provide reviews.
  • Users are reluctant to provide reviews for the amount of work it involves; the process must be kept under 5 minutes. 

RESEARCH SUMMARY:

✔︎ A clearly defined rating system earns users' trust & increases their confidence in making the right decision. 

✔︎ In order to ensure users participate in the reviews, offer an incentive & keep the process extremely concise. 

2. Define

Determinig how to add new features without disrupting the existing flow.

SITE MAP

Where are the most effective places to add the new features?

I first visualized the structure of the existing app in the style of a site map to determine where to add the new features.

Based on my research, I chose to add a new feature to the following touchpoints:

  • Filtering restaurants based on reviews (list view & map view)
  • Ritual rewards program description page
  • Restaurant-specific page 
  • Order history page
  • Providing order reviews
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3. Design

Seamlessly intergrating new features into an existing app.

LO-FI WIREFRAME

How can we integrate new features into an existing platform seamlessly?

I identified the task flow within each section of the app using screenshots to determine exactly where & how to insert the new features. 

I then sketched out the screens that I would update to ensure it integrates into the existing flow of the app.

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HI-FI WIREFRAME

Making the new additions blend into the existing app

I then created a high-fidelity wireframe of the new screens while making sure to adhere to the existing brand guidelines. 

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4. Testing and iteration

PROTOTYPE & USABILITY TESTING

Getting first-hand feedback from users

I created a prototype within Figma and asked participants to take the following actions:

  1. Find the highest rated restaurant using the sort feature
  2. Read through the restaurant review
  3. Identify how many points can be earned by providing reviews
  4. Provide a restaurant review

Usability testing was conducted with 3 participants to determine if users can successfully navigate through the site with ease & identify any pain points in their experience. 

  • 100% completion rate
  • 100% error-free rate
  • Average time to complete task: under 30 seconds
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Final product

Here is the final prototype of the app with the newly added features.

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Say hello!

Let's have a conversation at ileneshioguchi@gmail.com or on LinkedIn.

© 2021 Ilene Shioguchi