AirBox Drone Delivery Survey App

role

Lead UX/UI Designer

Project Goal

This app is intended to incentivize drone delivery recipients to leave a survey for their delivery. My user research uncovered that users only leave reviews for very good or very bad service. Research revealed that having to leave the initial interface for another one, downloading an app, answering unrelated questions, or having to write a lot are problems for users that makes it difficult for them to leave a review. Users also appreciated some guaranteed incentive for completing feedback. Therefore the goal of the app was to create a quick, easy to use survey that would incentivize users with a 15% off coupon upon completion. This would solve the problem of users not wanting to fill out surveys.

Target Audience

Urban and suburban adults aged 18-65 who order items online several times a week.

Key Challenges or Constraints

I was working alone, so I had to fill all the roles while creating the App Design.

Research Conducted

I conducted user research using surveys and interviews. I created an empathy map to understand the users I’m designing for. A primary user group identified was middle-aged adults who leave reviews for terrible service or very good service.

I uncovered 3 pain points:

1. Time: Users don’t want to answer too many questions in a survey.

2. Complexity: Having to download an app or go to another website complicates a simple task.

3. Specificity: Users have something very specific to say when they leave surveys. They don’t want extra fields to fill out and hate when they don’t have a place to put their particular feedback.

Sketches & Wireframes

The goal was to create a simple one screen survey users could quickly fill out.

The 15% off incentive needed to be prominent so users would be incentivized to spend time completing the survey.

user testing

I conducted two rounds of usability studies. Findings from the first study helped guide the design from wireframes to mockups. The second study used a high-fidelity prototype and revealed what aspects of the mockup needed refining.

Round 1 Findings:

1. Some of the users failed to complete the survey because they didn’t realize they needed to scroll down

2. Some users were unsure of the terms of the coupon incentive.

3. Most of the participants indicated they preferred a chat to get help.

Round 2 Findings:

1. Some users were unsure of how to get their order number to use to get help.

2. Some users thought finding help for an order was difficult to see.

3. Some users wanted support options next to their order information.

high-fidelity prototypes

Conclusion

Moving forward there are 3 things I would like to iterate on:

1. I would build out the different states of the survey. I would create all the screens for errors where a user had not filled out a required field.

2. I want the app to integrate better with shopping. By building out how the shopping experience integrates with the survey app, this would provide a better experience. 

3. Users getting help for issues is very important. Every user preferred chat as the best way to contact support, so I would like to explore what that chat window and integration with the order and product would look like.