FRESHii
UX DESIGN RESEARCH
PURPOSE OF PROJECT
Freshii’s mobile app is designed to support healthy, fast, and convenient food ordering, but usability testing revealed issues with onboarding, menu discoverability, and loyalty details. Our project evaluated the app’s user experience through task-based usability testing, heuristic analysis, and the think-aloud protocol to uncover pain points and provide actionable recommendations for improvement.
DESCRIPTION
We led the UX evaluation of Freshii’s mobile app by testing three core tasks: finding a location, ordering the Spiicy Lemongrass soup, and viewing loyalty details. The goal was to identify challenges and deliver clear, client-ready insights that Freshii can use to refine their app. The result is a set of recommendations aimed at improving navigation, simplifying menu access, and reorganizing loyalty features to create a more seamless digital experience.
PROJECT TYPE:
SUPERVISOR:
Academic:
(Humber Polytechnic)
Yves Rannou
ROLE :
TEAM
Research,
Usability Testing.
Amaka, Ayo, Woo and Myself
SOFTWARES:
Figma, Usability testing tools, Smart phone, Laptop, Microsoft office, Google drive.
RESEARCH
Identifying the problem
Usability testing
Heuristic Analysis
1
SYNTHESIS
Affinity Diagram
Key findings
2
IDEATION
Developing a solution
Low Fidelity
3
4
REFLECTIONS
User Feedback
Conclusion,
Challenges what
would I do differently?
Planning
Usability testing with eight participants covered three core tasks: finding a location, ordering food, and checking loyalty details. Performance was measured using success rate, task time, and error rate. A heuristic analysis based on Nielsen’s principles helped identify usability strengths and violations.
RESEARCH
Wk 1 –
Planning
Week 2 –
Setup & Recruitment
Week 3 –
Testing & Data Collection
- Created usability testing plan
- Defined 3 key tasks: find location, order soup, view loyalty details
- Prepared consent forms and testing protocols
- Recruited 8 participants (all regular food app users)
- Prepared devices, apps, and recording tools
- Scheduled sessions and aligned roles (moderator, note-taker)
- Conducted usability testing across 8 sessions
- Collected metrics: success rate, time on task, error rate
- Captured screen recordings, voice feedback, and observations
Week 4 –
Analysis &
Findings
- Identified main issues: forced sign-up, hidden menu,
poor loyalty placement, no search
- Analyzed quantitative + qualitative data
- Proposed solutions: guest login, menu tab, search,
intuitive loyalty section
- Compiled final report with recommendations
Key issues included forced sign-up during onboarding, a hidden and unclear menu structure, lack of a search function, and loyalty details buried under the “Scan” tab. These problems highlighted broader themes of poor discoverability, unclear navigation, weak organization, and limited user control.
SYNTHESIS
Proposed solutions focused on simplifying access and clarity: adding a guest login option, introducing a clearly labeled “Menu” tab, relocating “Loyalty & Rewards” to a more intuitive section, and including a universal search with preorder functionality.
IDEATION
RESULTS
Although users could complete tasks, many described the app as confusing or chaotic. The main frustrations were hidden menus, unclear labels, and poorly placed loyalty details. Addressing these issues would greatly improve usability, task efficiency, and overall customer satisfaction.
REFLECTIONS
Simplifying the app structure and reducing unnecessary steps would better align with user expectations. Future iterations should emphasize mobile-first design, consistent usability testing, and earlier A/B trials for navigation and layout changes.
