A UX case study to identify opportunities to improve User Loyalty in (JustEat app)

Intro

This case study is part of a student project where we wanted to understand the behavior of Just Eat users. This exercise aimed to understand how ​UX can have an impact on resolving main ​business issues through extensive research and ​ideation.

Problem Statement:

we noticed that some of our friends face the same problem as she, and they tend to switch to other food delivery apps. It seems users are not fully satisfied with their experience on Just Eat and are seeking better alternatives elsewhere. This behavior is affecting impacts Lieferando's ability to retain users and maintain a stable customer base.

Design Goal:

Our goal is to analyze the factors contributing to user dissatisfaction and develop strategies to improve the user experience, thereby increasing user retention and loyalty to Thuisbezorgd.

Our Assumptions

Before we begin our research, we, as initial users of the Lieferando app, have outlined some of the key challenges and problems we observed:

discover

Define

ideate

portotype

iterate

Just eat History:

To better understand the primary purpose of Lieferando, we recognized the importance of learning about its history. As a starting point, we decided to delve deeper into the background of the company.
Just Eat Takeaway was created in January 2020 through the merger of two of the world’s most successful food delivery companies. Both companies were founded by ambitious entrepreneurs who expanded their businesses to become the leading food delivery providers in their home markets and many others worldwide. Today, Just Eat Takeaway is a leading global online food delivery marketplace. This company is known as Lieferando in Germany

Top findings

What are the people saying about the Lieferando?

At this step we looked into online resources such as Google Play, App Store and Trustpilot. According to the reviews here are the main problems users face with the Lieferando app

• No option to cancel orders and poor delivery service

• High service fees that are not justified

• Confusing and unclear ordering process

• Unhelpful and unresponsive customer service

• Issues with applying discounts and redeeming stamp card points

Survey

More than 75% rather use another app instead of Just Eat

As the first step we conducted a survey among Just Eat users in order to find out if users tend to order food using the app instead of using other apps or order directly from restaurants and markets.

Take way

Interview

Interview with respondents:
After getting the Results from the survey we contacted 5 of the respondents, who were Lieferando current users. Our goal was to gain deeper insights into the problems and frustrations they encounter when ordering food through Lieferando.