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Image by Tirza van Dijk
UX Research 
& UX Design

Graduate student at University of British Columbia's iSchool

Currently pursuing my Masters Degree, with focuses in the areas of: 

  • Design Thinking 

  • Information Architecture 

  • Human-Information Interaction

  • User Experience Research

UX Research project: How 2 Additional Functions on the Uber Eats App Interface Leads to Increased Usability

Project Length: 1 month / Course: Methods of Research and Evaluation in Information Organization

My role: UX Researcher

Utilized skills: 

  • Design Thinking 

  • Paper Prototyping

  • Usability Testing 

  • Observation and Open Coding Analysis 


Uber Eats is a popular food delivery app [1, 2] that users can use to choose the food they want and have it delivered to their door timely [3]. However, even with an user interface that provides information about the restaurant’s food, ratings, delivery time, delivery fee, and pictures showing the food, some critical information is still missing. Users are not able to learn about the restaurant’s story (its background and origin, as well as its position) [4], nor about other users’ experience ordering from the restaurant (whether the food was nice, or whether there were problems with the service) [5, 6, 7], which are both important elements for a user’s decision making.


For this small-scale project, I have conducted user research from academic research, and followed the Prototype and Testing phases of the Design Thinking cycle to test whether or not adding 2 additional functions – an “Our Story” section and a “Comments” section – to the Uber Eats app can lead to better user satisfaction.


After identifying user needs through academic research, I have added 2 new functions in order to provide users with additional restaurant information to assist in their food-buying decisions, including:

  • “Our Story” to show users information about the restaurant’s background, its specialties and unique services.

  • “Comments” section to let users leave comments about the food delivery in written format. Users can also leave a star rating with their comment.

A paper prototype is created and usability testing is conducted with Task Scenarios [8] designed for Thinking Aloud testing, while an observer takes notes on an Observation Report. User data is then analyzed with the Open Coding method.

Sampling Strategy:

Previous academic studies focused on students as a sample population to perform usability testing. Researchers have suggested investigating office workers in future studies. Therefore, white-collar office workers are the target users in this study due to their fast-paced work environment with a fixed schedule where they have no spare time to go out for lunch [9]. Additionally, research has shown that ordering food with colleagues using food delivery apps can save time and promote better communication between co-workers while they are eating together [9]. The sample recruitment will include 6 office works from 3 companies located in Downtown Vancouver (2 from each company), for according to Jakob Nielsen, 6 people would be enough to find the major issues of a product [10]. A pilot test was conducted with 2 pilot testing participants for this small-scale study.

Paper Prototype Design: 


Usability Testing with Task Scenarios and Observation Report:

Open Coding (from Pilot Testing):


After a pilot testing with two pilot testing participants, significant findings have been gathered, including:

  • Participants understand the function of “Our Story” icon and section; they find that it provides necessary information when for choosing a restaurant.

  • Participants find “Comments” section on Ratings Page to be an effective component for them to understand the conditions of a restaurant’s service, food and atmosphere.


Participants have provided suggestions for improvement for our paper prototype during the usability testing session, including adding a filter button on “Ratings Page” for users to filter through positive and negative comments, or the time the comment was written. “Tap for more information” is also suggested to be printed as text beside the “Our Story” icon to clearly show users where to locate the restaurant’s information. Observations during the usability testing can also be recorded with a camera for future reference.


  1. Curry, D. (2021, August 30). Uber eats revenue and Usage Statistics (2021). Business of Apps. Retrieved September 20, 2021, from eats- statistics/

  2. Rendaje, M. (2021, September 13). 18 Canadian Food Delivery Statistics [the 2021 takeout]. Reviewlution. Retrieved September 20, 2021, from

  3. Monty, Renata Cristina da Silva. (2018). Creative economy: How the interface of uber eats and iFood could change your menu. Brazilian Journal of Operations & Production Management, 15(3), 413-419.

  4. Zohry, M.A., Saleh, A.S., Fawzy, S.A., Ibrahim, M.A. (2021). The impact of storytelling on the intentions of Egyptian restaurant customers. The Arab Journal of Tourism, Hospitality and Archeology Sciences. 2(3). 159-194.

  5. Gunden, N., Morosan, C., & DeFranco, A. (2020). Consumers’ intentions to use online food delivery systems in the USA. International Journal of Contemporary Hospitality Management, 32(3), 1325–1345.

  6. Suhartanto, D., Helmi Ali, M., Tan, K.H., Sjahroeddin, F. and Kusdibyo, L. (2019). “Loyalty toward online food delivery service: the role of e-service quality and food quality”. Journal of Foodservice Business Research. 22 (1). 81-97.

  7. Xu, X., & Huang, Y. (2019). Restaurant information cues, diners’ expectations, and need for cognition: Experimental studies of online-to-offline mobile food ordering. Journal of Retailing and Consumer Services, 51, 231–241.

  8. McCloskey, M. (2014, January 12). Task scenarios for usability testing. Nielsen Norman Group. Retrieved November 24, 2021, from

  9. Li, C., Mirosa, M., & Bremer, P. (2020). Review of Online Food Delivery Platforms and their Impacts on Sustainability. Sustainability, 12(14), 5528.

  10. Nielsen, J. (2012, January 15). Thinking aloud: The #1 usability tool. Nielsen Norman Group. Retrieved November 24, 2021, from

Paper prototype.png
Paper prototype.png
Task 1.png
Task 2.png
Observation Report 2.png
Observation Report 1.png
Pilot test 1.png
Pilot test 2.png
UX Design Project: UBC iSchool LinkHub

Project Length: 1 month / Course: Human Information Interaction

My role: Researcher and UX Designer

Utilized skills: 

  • Design Thinking 

  • Knowledge of Human-Information Interaction

  • User research

  • UI design

  • Design tool: Figma

This part is currently in construction

This part is currently in construction


Universities have numerous websites containing information and services for student needs. However, these websites are often scattered across the Internet, making it time-consuming for students to search for and access them. Not only that, information overload is also a problem. The human brain receives an average of 34 GB of information every day [1], therefore, university websites should not contribute to the problem of information overload in students with their many webpages.


To solve this problem, researchers suggest creating one single point of access to all university information to improve the user’s level of experience with the websites, and to save time for information seekers [2]. Researchers have also found that information-seeking behaviour impacts students’ school-life satisfaction [3], therefore suggesting websites related to universities be clear, neat and consistent to maximize user satisfaction [4]. Additionally, university websites that are aimed at providing student services are suggested to treat students as part of the academic community, as opposed to customers, in order to fulfill students’ information-seeking needs [5].


We have designed an aggregator app that collects links to relevant student information and services from UBC’s websites, taking UBC iSchool students as our target users. Our goal is to provide access to the most important information relevant to UBC iSchool students in one place in order to contribute to their student experiences. (We do not have control over the content of those websites, nor can we edit them.)


We have taken 2 websites as examples to inform our design decision:

  1. Mozilla support website redesign research (Experience, n.d.) [6]

  • Lists services in categories classified according to customer needs

  • Its grid design [7]

  1. LinkVan website (Linkvan, n.d.) [8]

  • Collects various links categorized by the functions to support user’s everyday needs

  • Clear and consistent design of using icons to represent resources

Our design of the aggregator app includes: 

  • 3x3 grid displaying specific categories of university services

  • Categories serve as groupings of classified links to university resources

  • Organization of categories in the grid is structured: Top row containing core student needs online, middle row containing health and wellbeing resources, and bottom row containing social interactivity and engagement.

  • “Contact Us” page for students to report problems or new links that they would like to be added onto the app.

Information Architecture: 

User Flow: 






  1. Bohn, R., & Short, J. (2012). Measuring Consumer Information. International Journal of Communication, 6, 980–1000.

  2. Cho, J., & Lee, S. (2016). International Students’ Proactive Behaviors in the United States: Effects of InformationSeeking Behaviors on School Life. Journal of College Student Development, 57(5), 590–603.

  3. Chaparro, B. S. (2008). Usability Evaluation of a University Portal Website. Usability News, 10(2).

  4. Affandy, H. B., Hussain, A., & Nadzir, M. M. (2018). Web visual design principle used in public universities website design. AIP Conference Proceedings, 2016(1).

  5. Lažetić, P. (2019). Students and university websites—Consumers of corporate brands or novices in the academic community? Higher Education, 77(6), 995–1013.

  6. Experience, W. L. in R.-B. U. (n.d.). Test Paper Prototypes to Save Time and Money: The Mozilla Case Study. Nielsen Norman Group. Retrieved 28 November 2021, from

  7. Experience, W. L. in R.-B. U. (n.d.). Icon Usability. Nielsen Norman Group. Retrieved December 6, 2021, from

  8. Linkvan. (n.d.). Retrieved 28 November 2021, from

This part is currently in construction

This part is currently in construction

This part is currently in construction

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