Designer
Lieferando
UX/UI Case Study
This UX study case delves into the Lieferando app user experience, aiming to analyze, evaluate, and provide insights into how this platform engages its users, addresses their needs, and enhances their overall satisfaction.
Design tool Kit
Figma
Adobe Illustrator
Adobe Photoshop
Project Overview
In the ever-evolving landscape of food delivery and online ordering platforms, Lieferando has emerged as a prominent player, offering convenience and a wide array of culinary options to its users.
Ordering food can always be exciting, however some issues whit the app caused by bad UX design, as confusing order process and poor customer service, can turn the experience in a nightmare. In this case study i will analyse the weak points and find a strategy for the solutions.
Problems
Details in the menus are often not given properly sometimes not including pictures, which makes difficult for users to read or choose their order.
The interface includes poor filter option that drives the user to abandon the app and prefer a competitor.
Solutions
Clear interface to pick the order and track the delivery in real time, more restaurants type options.
Competitors
comparison
Between many competitors I choose to show a selection of strengths of the successful food delivery Uber Eats apps, to compare and understand how different user experiences they provide, checking homepage, filtering, restaurant & menu, order tracking pages of apps.
Cuisine categories
with illustrations
Search bar and filters
in the homepage
Unclear categories
Search bar in a separate page
Special offers in the homepage
Clear category suggestion
No suggestion
only generic search bar
Personalised suggestions
Encouraging food pictures
Non translated menus and small food pictures
Persona
Max, 24 years old, works as a graphic designer in Berlin. He is an avid user of delivery apps to save time and effort in getting his meals, since he comes home tired very often and doesn't want to cook.
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Pain Points
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Struggles with finding a trustworthy and reliable delivery app
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He has experienced late deliveries, items missing from his orders, and poor customer service from the app.
Objectives
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To find a delivery app that provides seamless and hassle-free experiences and with clear interface.
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Possibility to have orders delivered on time, with accurate and complete items, and with excellent customer support in case of any issues.
User Flow
Wireframing
With our user flow in mind and the pain points to solve I designed with Figma a schematic interface of the app, inserting new features to be transformed in our prototype for the next step.
Style Guide
Designed tools, components, guidelines to give consistency to the app.
Fonts
32 px. Poppins Bold
24 px. Poppins Bold​
20 px. Poppins Semibold
18 px. Poppins Semibold
16 px. Poppins Semibold
18 px. Poppins Medium
16 px. Poppins Medium
18 px. Poppins Regular
16 px. Poppins Regular
14 px. Poppins Regular
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Colors
Components
Button
Button
Delivery
Button
Prototype
With this last step we are now able to test the prototype with the users, to check the consistency of our improved interface and confirm the new features. Here some highlights.
What's new?
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Redefined bottom bar
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New features: invite a friend, family account, new UI design for every section, point collection, search bar in the homepage
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New category representation
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Encouraging resized food pictures
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New categories organisation by groups: meals, habits, cuisine and intolerances
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Special offers and discounts in the homepage
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Live support on the order page
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New interface for scheduled orders