Project Phase 4: Prototyping & Evaluation
1.0 INTRODUCTION
Introducing the GRAB Application System – our innovative project designed to improve the existing Grab system to make it easier for the user to use and not have any complicated features that the user finds it hard to use. Diligently crafted for prototyping and evaluation, this system has the potential to completely transform transportation solutions.
GRAB is driven by a passion for developing cutting-edge prototypes that revolutionize the way people experience transportation and food delivery services. This venture goes beyond a mere application; it's a fully comprehensive platform designed for thorough evaluation, guaranteeing that every step of the user's journey and every facet of system performance is rigorously scrutinized and improved.
We have made the Grab prototype by using the Figma application. It was the easiest prototype application for us to conduct user testing for our application. Figma is also available to any device such as a laptop, tablet or mobile phone. The prototype consists of 3 primary tasks for user testing which are Place Food Orders, Book A Ride and Provide Feedback.
To ensure the functionality of our prototype, user testing is done individually by each member of our team. Hui Qun will be in charge of the user testing for User 1: A student to test all three tasks that we have done in the prototype. Izzati will guide the testing for User 2: Driver to make sure the features can ease the use of the Driver to access the Grab app. Lastly, Fahim will handle user testing for User 3: Small Business Owner through tasks to ensure the user-friendliness of the tasks in each prototype.
2.0 SCREENSHOTS OF THE PROTOTYPE
Task 1: Place Food Order
Task 2: Book a Ride
3.0 BRIEFING NOTES
Purpose
Grab application is designed to ease users' daily lives by providing an alternative platform for
public transportation, and food delivery and getting feedback from the user about both services.
The goal of this application is to provide easily accessible transportation and services to users
which is reliable and user-friendly.
Background
Grab is a ride-hailing service that is improved by adding many services such as food delivery and
an online grocery mart. It helps the user to get a ride from multiple Grab drivers for quick and
easy transportation. Grab also provides services such as food delivery to ensure that users have
access to a wide range of services that can help ease their daily lives.
Features Provided
● Food delivery
● Booking a ride
● Feedback from User
We will need the user to test all 3 features using the prototype from the Figma that we already
designed. Please say so if you have any difficulties during the testing so that we can proceed to
the next features.
4.0 TESTING WITH USERS
Task 1: Place Food Order
Procedure:
1. Please fill in your email address and password. Click on Login. You can also click on the icon
below the login to sign in via Facebook, Google, or Twitter.
2. Select the Grab Food option.
3. You can select the categories of food that you prefer or you can search your preferences
restaurant or food in the search bar.
4. Choose your preferred restaurant.
5. Select the food items you want. Click on the add button.
6. Tick the add-on items that you want by clicking on the square icon.
7. Enter the remark (Optional).
8. Set your delivery address.
9. Select the delivery option.
10. Check your Order Summary and make sure it is correct. You can click on edit to edit the
details of your order. You can also add items by clicking on “Add Items”.
10. Select payment method. Click on Place Order.
11. You can view the status of your order and can track your order in real time. You can also chat
with the driver by entering the conversation in the box or you can call the driver by clicking on
the call icon.
Video Link User 1: https://youtu.be/mnDB8CuQnfY
Video Link User 2: https://youtu.be/bWEHYgFN1ec
Video Link User 3: https://youtu.be/gANXgAiirzg?si=BxCAGxVYrKvT1z0D
Procedure:
1. Please fill in your email address and password. Click on Login. You can also click on the
icon below the login to sign in via Facebook, Google, or Twitter.
2. Select the GrabRide option to book a ride.
3. Click on the reload button to reload the current location.
4. Enter your desired destination.
5. Choose the correct desired destination.
6. Add pickup notes for the driver.
7. Choose your preferred ride option.
8. Choose the payment method.
9. Wait for your driver.
10. End task.
5.0 OBSERVATIONS
Based on the observation from user 1, who is a colleague student of UTM, she is satisfied with the user-friendly interface for our design layout for placing food orders where she can select the category of food she wants by clicking on the icon with the food picture. The icon is clear and has a good design to represent the functionalities or visualization of the icon task that is performed. However, the button is too small and takes time to navigate. She thinks that the chatbox in the track food order is well designed and convenient where she can directly enter the conversation to contact with driver, she can also directly call the driver by clicking on the call icon. She also feels comfortable using the book a ride system she appreciates the driver tracking wireframe because of the clear design where she can view the driver details clearly including the driver rating, plate number, and the type and color of the car. For the provide feedback task, she likes the main page of the feedback where she can select the feedback type and the icon is attractive and shows the particular task clearly. She is also satisfied with the rating system, where she can rate the restaurant, rider, and driver in different dimensions and submit her feedback. She suggested that there be a return button to return to the main page of feedback directly after she submitted the feedback instead of clicking the return icon “<” at the left top to return to the previous page one by one.
In the observation of user 2, who is the rider, he likes the view restaurant interface especially he can see the distance of the restaurant from its location, and the estimated delivery minutes to decide on the desired restaurant. He is satisfied with the track food order interface, where he can view the real-time location of the rider on his route to deliver the food between the restaurant and the delivery location. He also can track the delivery minutes and the distance of the rider from the delivery location. However, he thinks the call icon design feature is not necessary because this might lead to dissatisfaction of the riders in case the rude customer misuses this function by making an annoying call and disturbing the progress of the rider to deliver the food. In the context of get a ride task, he likes the clear wireframe of the driver tracking interface, where it displays the route of the driver to his pickup location clearly and also the estimated arrival time. Besides, he is pleased with the chatbox icon below the driver details, where he can directly view the rating and contact the driver through the chatbox. For the provide feedback task, he thinks the rating design is well and complete. He thinks this design interface provides favourable functionalities for the restaurant, riders, and driver to make improvements to their services based on the feedback.
According to the observation from user 3, who is a small business owner, he is into the design layout recommended restaurant page after he selects the preferred food type, he can view the picture of the restaurant, including the rating, distance from his location, the price range and also the estimated delivery minutes, this design feature helps him a lot in making decision to choose the restaurant. He likes the interface design for the menu where he can view the menu based on the categories like top is the special menu, noodles, and beverages. He suggests the add icon can be moved below the price so it more easier to click instead of putting the icon inside the food item picture. For the get a ride task, he likes the saved places feature but he thinks that the enter current location wireframe is redundant and can be combined with the add pickup notes page, and he suggests that inside the map can be two box icons to enter the current location and the destination and display the route directly. For the provide feedback task, he is obsessed with the rating system, he thinks the rating interface is attractive and complete with classified of the evaluation. For example, the customer can rate the restaurant based on its quality of food, packaging time, and preparation time, so that the restaurant can identify which part of the services needs to be improved easily and make changes based on the feedback.
6.0 FINDINGS
Following our user testing with UTM students, drivers, and small business owners, we received feedback from them pointing out a number of issues they encountered with our prototype. The first issue we ran across was that the button's size was a little small, which made it difficult for users to tap for navigation. This will cause the user's ability to book a ride to lag. As a result, we talked about making the button bigger so that our thumb can reach it first. It will be simpler for users to do any job on the Grab app when the button is larger and easier to click, and they can quickly notice any button if they need assistance.
In addition, we discover that customers are having issues with the language option. Considering we live in Malaysia, test users have proposed adding other languages to the Grab application. Since Malaysia is a multiracial nation, we must include at least two essential languages: English and Bahasa Malaysia, since not all Malaysian has a strong command of the English language. But we've also made the decision to include additional languages, like Chinese and Tamil. When the Grab application is installed on their device, the user must select the default language to be used. If they wish to pursue this in other languages, it is equally simple to modify in the settings.
Another problem we discovered is that there is no home button when completing the task provide feedback and the user has repeatedly click the back symbol to reach the home page. The user will expend time and energy trying to navigate this challenge in order to return to the home page. Thus, in order to make things easier for the user, we have decided that every page needs to contain a home button. In addition, users have recommended using more specific questions in the feedback task rather than merely rating the driver or the restaurant. This could facilitate future improvements on both ends.
Despite with the numerous uncertainties, users are content with basic, recognisable icons and cement futures. For instance, the activities for scheduling a ride and providing comments are limited to a few easy tasks. The meal delivery page also offers a wealth of helpful information to help users make informed decisions about their favourite cuisine.
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