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Here I studied the user behaviour of the Village Hotel's food & beverage mobile app. I started this project in the first lockdown by contacting the chief technical officer via Linkedin. This allowed me to put my skills to practice in a real working environment and apply it to a different industry.

 

The aim was to improve the usability of the food & beverage app by collecting research and analysing real customer insights. The research techniques used to carry this out involved:

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  • Online Surveys

  • Note Taking 

  • & Usability Testing

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Once the research phase was complete, I collected the data in the form of an affinity diagram. This started off quite messy and as time progressed it became structured with key headings beginning to reveal themselves:
 

  •  Giving customers information when they need it

  •  Improving overall clarity through the journey.

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To communicate the research to stakeholders I collected the information into the screen states highlighting overall, moods, goals, behaviours & pain-points of the users who took part. The screen states go from the homepage, right through to the payment page. 

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This was as far as my research went before starting work with Financial Force.

 

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