Amazon music
Amazon music

Uber Eats UX Analysis

This project examines the end-to-end user experience (UX) of ordering food delivery via the Uber Eats mobile app. The goal was to understand user motivations, pain points, and satisfaction levels, particularly among student users, and to recommend actionable improvements for the platform’s usability and engagement

Service

UX Analysis

Sector

Tech, Food Services Industry

Year

2024

Research Plan
Research Plan

Research Plan

Methods

User Surveys (via SurveyMonkey)

  • User Interviews (one-on-one, recorded and transcribed)

  • User Persona Development

  • User Journey Mapping

The research targeted diverse users, with a focus on students who frequently use food delivery services.


plan
plan

Recruitment and Screening

Participants were recruited through direct outreach (iMessages, WhatsApp), with clear communication about the study’s purpose and duration. Screening questions ensured a mix of experience levels, order frequency, and demographics (age, gender, app usage habits).



Sample Screening Questions:

  • How do you usually place orders for food delivery?

  • How often do you use Uber Eats?

  • Age range and gender identification.

Interview & Survey Process

Interview Topics:

  • Last usage and motivations for using Uber Eats

  • Comparison with other food delivery apps

  • Typical ordering process and decision factors

  • Experience with app features (tracking, reviews, payment)

  • Scenarios leading to app deletion

  • Desired features and stressful moments

Survey Questions:

  • Experience level with Uber Eats

  • Overall satisfaction (1-5 scale)

  • Ease of navigation and restaurant discovery

  • Satisfaction with pricing, variety, order customization, payment options, deals/discounts.


Data Collection & Analysis

  • Surveys and interviews were analyzed using SurveyMonkey’s built-in tools and manual transcription.

  • Data was synthesized to identify common themes, user behaviors, and pain points throughout the ordering journey.



Gridum Solarum Screenshot
Gridum Solarum Screenshot
Gridum Solarum Screenshot
Gridum Solarum Screenshot


Journey Mapping


Key Findings

Encourage Reviews: Introduce a reward system (e.g., points redeemable for discounts) to motivate users to leave ratings and reviews, improving feedback volume and quality.

  • Enhance Cost Transparency: Highlight deals and cost-saving options more prominently for student users.

  • Streamline Review Process: Make it easier and more rewarding for users to provide feedback immediately after delivery.

  • Personalization: Use order history and preferences to suggest relevant deals or restaurants, increasing engagement

Recommendations

Encourage Reviews: Introduce a reward system (e.g., points redeemable for discounts) to motivate users to leave ratings and reviews, improving feedback volume and quality.

  • Enhance Cost Transparency: Highlight deals and cost-saving options more prominently for student users.

  • Streamline Review Process: Make it easier and more rewarding for users to provide feedback immediately after delivery.

  • Personalization: Use order history and preferences to suggest relevant deals or restaurants, increasing engagement.



Conclusion

The UX analysis of Uber Eats reveals that while the core ordering and delivery experience is largely positive, there is significant room to improve the review and feedback phase. By addressing these gaps, especially for cost-conscious student users Uber Eats can boost engagement, satisfaction, and platform loyalty