Uber Eats
UX Research
A UX research project improving Uber Eats with user insights, mockups, and flows to create smoother food delivery experiences.
UX Research
UX / UI Design
Uber Eats
UX Research
A UX research project improving Uber Eats with user insights, mockups, and flows to create smoother food delivery experiences.
UX Research
UX / UI Design
Project Overview
Inspired by the user experience of Uber Eats, this independent UX research project explores how food delivery apps can enhance their features. Through conducting interviews with Uber Eats users, I identified common patterns and frustrations in the food delivery experience. Based on these insights, I designed potential UI/UX solutions to improve the usability and efficiency of the Uber Eats app. Showcasing them through insight tools, such as wireframes and user flows.
Inspired by the user experience of Uber Eats, this independent UX research project explores how food delivery apps can enhance their features. Through conducting interviews with Uber Eats users, I identified common patterns and frustrations in the food delivery experience. Based on these insights, I designed potential UI/UX solutions to improve the usability and efficiency of the Uber Eats app. Showcasing them through insight tools, such as wireframes and user flows.
My Role
UX Researcher / Designer
UX Researcher / Designer
Tools
Figma, Condens
Figma, Condens
Skills
User Research, Wireframing, UX Design
User Research, Wireframing, UX Design
Problem & Solution
Problem & Solution
PROBLEM
PROBLEM
Users faced friction while ordering on Uber Eats, from difficulty making decisions and concerns about price, to frustrations with delivery interactions.
Users faced friction while ordering on Uber Eats, from difficulty making decisions and concerns about price, to frustrations with delivery interactions.
SOLUTION
SOLUTION
Uncover these pain points through research and recommend design improvements that simplify decision-making, ease cost concerns, and support a smoother, more confident ordering experience.
Uncover these pain points through research and recommend design improvements that simplify decision-making, ease cost concerns, and support a smoother, more confident ordering experience.
Skip To Solution
Research & Insights
Research & Insights
Initial Assumptions
Initial Assumptions
These are the assumptions that provided a starting point for my research by highlighting key user behaviours, pain points, and needs:
These are the assumptions that provided a starting point for my research by highlighting key user behaviours, pain points, and needs:
When searching for meals, users often browse previous stores they’ve tried before due to preference or convenience, unless they’re craving something new.
Users usually chooses the “Leave at my door” delivery option to avoid social interactions and would feel stressed if the delivery person reaches out.
Users are looking for a fast and seamless ordering experience but some may find it hard to choose what to order due to all the different options and might get overwhelmed.
Methods: Interviews & Affinity Mapping
Methods: Interviews & Affinity Mapping
I conducted an 5 interviews with frequent Uber Eats users. I noted down the main ideas of each answers from the interviews, and grouped them into themes. Each colour represents an interviewee.
I conducted an 5 interviews with frequent Uber Eats users. I noted down the main ideas of each answers from the interviews, and grouped them into themes. Each colour represents an interviewee.
I conducted an 5 interviews with frequent Uber Eats users. I noted down the main ideas of each answers from the interviews, and grouped them into themes. Each colour represents an interviewee.
Key Insights
Key Insights
Due to concerns for budget, some users feel anxious when opening the app and spend a lot of time deciding on what to order
Due to concerns for budget, some users feel anxious when opening the app and spend a lot of time deciding on what to order
Users often reorder from the same restaurants, because they feel safer to do so and could also spend less time browsing and deciding
Users often reorder from the same restaurants, because they feel safer to do so and could also spend less time browsing and deciding
Price is usually the main factor that influences the users’ decision when choosing their orders, they would look for food with good prices or deals
Price is usually the main factor that influences the users’ decision when choosing their orders, they would look for food with good prices or deals
Some users are frustrated due to the hidden fees that are not shown at the stores’ menu page
Some users are frustrated due to the hidden fees that are not shown at the stores’ menu page
Most users want to avoid interaction with the delivery person and would choose for them to leave the food at location
Most users want to avoid interaction with the delivery person and would choose for them to leave the food at location
Examining Assumptions
Examining Assumptions
Users often browse previous stores they’ve tried before due to preference or convenience.
Accurate:
Most interviewees often stick to restaurants they’ve tried before because it feels easier and more reliable. Making past orders more visible and easier to get to, could bring convenience to the users and help with their decisions.
Accurate:
Most interviewees often stick to restaurants they’ve tried before because it feels easier and more reliable. Making past orders more visible and easier to get to, could bring convenience to the users and help with their decisions.
Users usually choose the “Leave at location” option to avoid social interaction and feel stressed if contacted by the courier.
Accurate:
Interviewees always choose “Leave at location” to avoid contact. Calls from delivery drivers unfamiliar with the address cause stress, so clearer instructions and less direct contact would help.
Accurate:
Interviewees always choose “Leave at location” to avoid contact. Calls from delivery drivers unfamiliar with the address cause stress, so clearer instructions and less direct contact would help.
Users want fast, seamless ordering, but too many options can feel overwhelming and make choosing difficult.
50% Accurate:
Most interviewees spend time deciding what to order mainly because they worry about prices and extra fees, not store variety. They often feel anxious or guilty about the thought of spending money. Clear pricing and fees would help users navigate the app and feel more confident in their choices.
50% Accurate:
Most interviewees spend time deciding what to order mainly because they worry about prices and extra fees, not store variety. They often feel anxious or guilty about the thought of spending money. Clear pricing and fees would help users navigate the app and feel more confident in their choices.
Defining Goals
Defining Goals
Design Goals & Vision
Design Goals & Vision
After the research, the main thing I found out is that many interviewees have concerns with price and often take a lot of time to choose their orders, as well as some frustrations towards the delivery process. My goals are:
After the research, the main thing I found out is that many interviewees have concerns with price and often take a lot of time to choose their orders, as well as some frustrations towards the delivery process. My goals are:
Help the user make quick and confident decisions so they can get on with their busy life
Help the user make quick and confident decisions so they can get on with their busy life
Although being indecisive may be a personal issue, but through some adjustments of how the content is presented and new features on the browsing areas, we could potentially simplify users’ decisions and enable them to find what they want effortlessly.
Although being indecisive may be a personal issue, but through some adjustments of how the content is presented and new features on the browsing areas, we could potentially simplify users’ decisions and enable them to find what they want effortlessly.
Lessen the chances of social interactions for users who do not want to talk to people
Lessen the chances of social interactions for users who do not want to talk to people
Having to greet or interact with the delivery person may be frustrating and stressful for some users. Uber Eats has a very nice drop-off option to leave the delivery at door, but there will still be times when issues occur and interactions are needed. Through changes in the UX design of the option, we could minimize these occurrences and create a stress-free experience for users.
Having to greet or interact with the delivery person may be frustrating and stressful for some users. Uber Eats has a very nice drop-off option to leave the delivery at door, but there will still be times when issues occur and interactions are needed. Through changes in the UX design of the option, we could minimize these occurrences and create a stress-free experience for users.
Personas
Personas
Design Solutions
Design Solutions
Strategy Statement
Redesign the main browsing interface by improving information hierarchy through emphasis on restaurant and menu price details, while ensuring previous orders and food promotions are easily accessible. This will help users make clearer and faster ordering decisions. Additionally, improve the design of drop-off options for users who are looking for minimal social interactions by giving more effective ways to give delivery instructions, creating a more secure and stress-free experience.
Redesign the main browsing interface by improving information hierarchy through emphasis on restaurant and menu price details, while ensuring previous orders and food promotions are easily accessible. This will help users make clearer and faster ordering decisions. Additionally, improve the design of drop-off options for users who are looking for minimal social interactions by giving more effective ways to give delivery instructions, creating a more secure and stress-free experience.
Design Principles & Recommendations
Principle 1
Ensure pricing details are displayed clearly while browsing and ordering. The app should provide transparent fees and useful pricing information to help users make quicker and more informed decisions with a better understanding of their spendings.
Ensure pricing details are displayed clearly while browsing and ordering. The app should provide transparent fees and useful pricing information to help users make quicker and more informed decisions with a better understanding of their spendings.
Design Recommendations (Mockups & User Flow)
Design Recommendations (Mockups & User Flow)
Principle 2
Personalize the browsing areas by always showing users’ previous orders. The areas should make reordering an easy process for users, making sure the restaurants and food they like are more accessible is convenient and helps with decision-making.
Personalize the browsing areas by always showing users’ previous orders. The areas should make reordering an easy process for users, making sure the restaurants and food they like are more accessible is convenient and helps with decision-making.
Design Recommendations (Mockups)
Design Recommendations (Mockups)
Principle 3
Provide strong hierarchy on current offers and discounts in the browsing areas. These promotions should be highly visible and accessible in order to encourage engagement from users and inform them of potential benefits.
Provide strong hierarchy on current offers and discounts in the browsing areas. These promotions should be highly visible and accessible in order to encourage engagement from users and inform them of potential benefits.
Design Recommendations (Mockups)
Design Recommendations (Mockups)
Principle 4
Redesign the structure and content in the “Leave at my door” drop-off option to allow users to give more detailed instructions for the delivery person. It should provide a sense of security and minimize the need for social interactions.
Redesign the structure and content in the “Leave at my door” drop-off option to allow users to give more detailed instructions for the delivery person. It should provide a sense of security and minimize the need for social interactions.
Design Recommendations (User Journey & User flow)
Design Recommendations (User Journey & User flow)
Reflection 🤔
Reflection 🤔
Through this project, I learned how to better understand user problems and brainstorm practical solutions. Some key takeaways were:
Through this project, I learned how to better understand user problems and brainstorm practical solutions. Some key takeaways were:
Small visual tweaks and design details can make a product feel much easier to use.
Adding new flows or features, even simple ones, can meaningfully reduce friction for users.
Approaching problems from multiple angles, such as visuals, flows, and interactions, helps uncover creative, user-centred solutions.
Small visual tweaks and design details can make a product feel much easier to use.
Adding new flows or features, even simple ones, can meaningfully reduce friction for users.
Approaching problems from multiple angles, such as visuals, flows, and interactions, helps uncover creative, user-centred solutions.
NEXT PROJECT:
NEXT PROJECT:
© 2025 Jamie Wang
Thank you for visiting:) Let’s connect🌟👉
© 2025 Jamie Wang
Thank you for visiting:)
Let’s connect🌟👉
© 2025 Jamie Wang
Thank you for visiting:) Let’s connect🌟