analyzing the usability of the starbucks app through user research and testing
The Starbucks app was designed for customers to easily order their favorite Starbucks items through a mobile platform. While I’ve always been a regular Starbucks customer, the app was something I started using recently to get my Starbucks fix while balancing my increasingly busy lifestyle.
For my UX class, we were assigned to run a usability test on an app or website of our choice to better understand the process by recruiting participants, timing and observing tasks, and interpreting results. I chose to base my project on the Starbucks iOS app.
May 2021
UX research
product thinking, user research
The testing group I worked with consisted of 3 of my family members, and the test was conducted in person within my home. Each session lasted between 30-45 minutes.
I asked my participants to walk through the following 5 tasks:
✧ Add a customized item to the cart.
✧ Add a nearby store for pickup or change the store that is already set.
✧ View the price of an item.
✧ Delete and undo delete of an item.
✧ Confirm an order.
Throughout the entire testing process, I encouraged participants to voice their thoughts on the functionality, navigation, and clarity of the app.
In general, all participants found the Starbucks app to be clear, visually appealing, and easy to navigate. However, the test identified a few minor problems including:
✧ Lack of clarity regarding order ahead availability in stores.
✧ No visible price of items on menu
✧ Lack of visibility regarding updated prices based on item customization
✧ No warning before item deletion or undo delete option
Based on these problems, I brainstormed a few possible solutions:
✧ Remove the stores without the order ahead option from the store list
✧ Update the displayed price of an item as a user customizes it.
✧ Display the final price of a customized item in the cart.
✧ Ask user for confirmation of deleting an item and give them the option to undo
I tested with 3 family members for this project, which is not representative of the total population of people that use this product. I learned that reaching out and finding a more diverse group will give me better results.
The test was conducted at home; as a result, distractions may have skewed the participants' responses.
The incentive of a gift card to my participants may have skewed the responses of the participants.
