Project Phase 2: User Analysis 

1.0 Proposed Task

 Task 1: Place Food Order 

            Grab is a popular app for ordering food because it is easy to use and has a lot of restaurant choices. Students often rely on this app to order food due to its convenience and have various options. The place food order task includes selecting items, customizing orders, and confirming delivery details. Placing a food order is a task that everyone does, whether they are a student studying late at night, a driver in between shifts, or the owner of a small business running a restaurant. People expect an easy-to-use interface with a wide range of choices, the ability to make changes, and a smooth ordering process. The user experience is better when they can quickly view past orders and promotions. To elaborate, the Grab system provides a user interface that is easy to use and looks good, showing a range of restaurants and cuisines. Customers can make changes to their orders based on their tastes, such as giving special instructions for allergies or delivery instructions. Besides, the Grab system also has a smooth and safe confirmation process that includes information like the total cost, expected delivery time, and a summary of the order.

Task 2: Book a Ride

Grab enables users to book a ride and get around or reach their destination efficiently. Students can easily and safely get where they need to go by booking a ride through Grab. Users expect a ride-booking system that is easy to use with real-time tracking and accurate fare estimates. Customization choices for preferred routes make the experience better for drivers. In detail, a live map shows where close drivers are and when they are expected to arrive. Drivers will be able to change their chosen routes based on their own needs and the traffic situation.

Task 3: Provide Feedback

Feedback is very important for keeping service quality good and making improvements all the time. Users want to talk about their experiences, while drivers and small business owners can gain feedback to improve their services. Users want a simple way to give comments, while drivers and business owners want detailed information on how to improve things. The review forms in Grab are easy to fill out and let people rate their experience, leave notes, and suggest ways.  

2.0 Persona

Persona 1: UTM Student 

NurFarah Izzati, a 20-year-old full-time college student, lives the busy, fast-paced life of someone working part-time and attending university full-time. For example, she wants to streamline buying food and booking rides easier and faster to get things done more quickly and easily. Farah has clear goals: she wants fast and dependable food delivery so she can get her meals on time even though she has a lot going on. She also wants rides to and from school that are comfortable and quick, so that she does not have to worry about getting there and back. 

Farah has a lot of problems when food deliveries are late or when getting rides isn't easy. These problems can make her daily life very hard and make her feel more stressed. In contrast, Farah greatly benefits from an easy-to-use interface that lets her quickly order food, easily book rides, and quickly give feedback, all of which eventually improve her college experience.

Persona 2: Driver

Charles, a 35-year-old rideshare driver, depends on the platform for food and rides. Being efficient and getting good feedback is very important to him. His main goals are to make as much money as possible by making deliveries quickly and getting good comments from happy customers. Charles is in pain when he can't book rides efficiently and there aren't enough customization choices.

Persona 3: Small Business Owner

Chris, the owner of a small restaurant for 40 years, sees the platform as a way to grow his business and keep up a good image by making food deliveries quickly and reliably. His goal is to make sure that customers have a smooth experience by making sure they get their items quickly and correctly. To protect the restaurant's image, Chris wants to make sure that menu items are managed well, that allergen information is correct, and that deliveries are coordinated well. 

Chris's problems start when the menu information is wrong or food is delivered late because these things have a direct effect on the restaurant's total success and customer satisfaction. On the plus side, Chris benefits from an easy-to-use platform that lets him organize his menus, order food quickly, and book rides quickly. These things help the business do well overall, which builds trust and loyalty among customers.

3.0 Scenario

Scenario 1: Place Food Order

        Farah is studying hard late at night when she realizes it's time for dinner. She opens the Grab app on her phone and starts to crave her favourite food. She easily finds her favourite restaurant by navigating to the part on restaurants. Farah can easily change her order on the app's easy-to-use screen, making sure her dinner is tailored to her liking. After confirming the delivery information, Farah likes how easy it is to get her food on time and without any stress, which fits in with her busy college life.

Scenario 2: Book A Ride

        Alex receives a request for a ride from the customer. Because the app is easy to use, Alex can change his chosen route to take into account traffic patterns and how quickly it will get him where he needs to go. Alex has a smooth and comfortable trip as he waits for the driver to arrive, because of to the easy-to-use interface for planning rides. Not only does this process work well for Alex, but it also makes things better for drivers and passengers generally.

Scenario 3: Provide Feedback

Chris receives orders from customers via Grab Food. He makes sure that customers’ order of a popular dish gets delivered quickly and correctly. The customer is satisfied with the service and gives specific feedback through the Grab app, saying how happy she is with how quickly the food was delivered and how tasty it was. Chris appreciates this good feedback and knows how important it is for building the restaurant's name on the platform. The feedback system allows users to provide reviews on the restaurant's success and quality of service. This creates a positive feedback loop for everyone.