User Research
on
RESTAURANT BOOKING APP
UX Analyst: Mustaqim Ahmed
BRIEF DESCRIPTIONS OF EACH OBSERVATION
User # 1:
Name: Elizabeth
Age: 29
Occupation: Recruiter
Website(s)/app(s) used: yelp.com, opentable.com
Scenario: Booking a reservation for an after work get together
Observation notes:
· Liz started on her search on Yelp looking for a restaurant that has a decent vegan menu with healthy options, good atmosphere and delicious cocktails.
· She immediately clicked up filter options: City-Nashua, Distance-5 mi, Price-$$, Features-Good for Groups, Category-Restaurants
• She likes Yelp because he likes to see the pictures of the food and to read the reviews.
· She almost always looked at younger, more modern places
· She always looked at the map to see where the place was in relation to where she worked and lived to make sure it wasn’t too far.
· She clicked on Stella Blu and It had everything she was looking for and wanted to make her reservation
Trouble points:
· Liz almost ALWAYS looked at the menus. She eventually left the site because the menus were outdated or incomplete.
· While doing her search she grew irritable because the results were sorted by number of reviews and ratings and most people are more interested in heavier meals than she is. Or, if some of the restaurants haven’t gotten a rating yet, she can’t find it.
· Being Vegan is very hard to find restaurants that are reasonably priced
· In order to place your reservation you have to sign up through yelp she ended up calling them
· A quote by Liz, “takes time to navigate, and therefore you end up going to the same places a lot.”
Summary:
Liz actually found and navigated the site fairly quickly to make a reservation for her party of 5 for after work dinner and drinks. The major thing she didn’t like was that you had to sign into yelp to book the reservations, so she would much rather go the actual website of the restaurant OR call them.
User #2:
Name: Robert,
Age: 29
Occupation: Firefighter
Website(s)/app(s) used: google search, urbanspoon.com
Scenario: Booking a dinner reservation for him and his wife
Observation notes:
· Robert was looking for somewhere to take his wife for their four year anniversary. He was looking for something in Boston, romantic ambience, good food and location, a decent wine list and reasonably priced.
· He first started with a google search “Romantic Restaurants in Boston” and clicked the first link, Best Of Boston Magazine. The click brought him to a new page that had the restaurant name and then a paragraph and then another link “Read more” He clicked on the read more and was brought to ANOTHER page that had the rest of the paragraph, the contact info for the restaurant and the website to it as well as a discussion board. But there were no comments. You could not make a reservation.
· This didn’t bother Rob, he liked how it was broken down by category: diner, breakfast etc. Then he clicked on romantic setting, and found a restaurant with a nice picture of delicious food and from there I got their phone number and "called them"
· His next search was on urban spoon where he places in all his requirements, price, Neighborhood, features. A list popped up and the list was sorted by popularity. He clicked on Stephanie’s on Newbury and the page he was brought to next showed the info on Stephanies like the hours, price, etc. There is a big blue button to book a table but he kept scrolling and saw pictures of the food. There were no pictures of the interior.
· He likes to look at menus
· At the bottom there were spots for reviews, critic reviews, blog posts and user reviews but he stated he doesn’t typically rely on reviews to help him decide.
· He thought that urban spoon held TOO much info and not the type he was looking for and quickly got discouraged
· Enjoyed to description paragraph.
Trouble points:
· I asked Rob what he would change to make his visits less annoying and he said all the ads that go in the way.
· No pictures of interior, you had to go to the actual restaurant site.
Summary:
Rob loved having a screen pop up asking him how many people and when he was looking for etc to book a table even though he didn’t use that method, Rob was able to find a romantic setting to take his wife to.
User: #3
Name: Kathleen,
Age: 64,
Occupation: Real Estate Agent
Website(s)/app(s) used: google; Hippopress.com
Scenario: Casual Dinner 1st Date
Observation notes:
· Kathleen was looking for somewhere to go on a first date. She was looking for some place that was casual but not too noisy, where she would still be able to hold a conversation, quaint but not romantic, good food and location and reasonably priced.
· She first started with a google search “First Date Resyaurants in Manchester NH” a number of sites popped up, hippopress.com,yelp.com, perfectmatch.com. She started with hipporpress.com. The Hippo is a local entertainment paper in the area so the page that popped up was a list of restaurants that people had voted for. It gave a brief description, the number and the link to their website. She clicked on the second restaurant after reading the description which she loved because it stated what categories it won. “Best Date Place” and “Best Cocktails” Struck her eye.
· She loved the simplicity of the list and how easy it was to find what she was looking for. She loved how it was linked right to the restraint site so she could view the menu and see pictures of the inside and food.
· After perusing the menu and images she went back to the home page and right at the top was a simple “Book a reservation” bar. She hit in her date, the time, and the number of people then “Find table”. It then brought her to open table where a number of different times popped up with the time she had inputted being bold. She clicked the time and booked her reservation!
Trouble points:
· Kathleen seemed to have no trouble points. She loved how easy everything was.
Summary:
Kathleen was able to book a date reservation without any issues using hippo and open table.
User Flow Diagrams
Content Inventory
Levels of mobile screens
Wireframes
Mockups
