Online delivery services has become a part of our life especially for last three years with the pandemic. After I moved to Barcelona, I have started to use Glovo - which is an food delivery app - more frequently. However, i had some problems which i cannot find solution because of the usability issues of the application's customer support. In this study, an evaluative user research was done for the usability of the customer service of the Glovo as a personal project.
The Problem
In case of any problem faced while using Glovo, the usability of the customer service feature is insufficient and prevents the user from getting full efficiency.
Goals and Objectives
- To know if Glovo’s customer support service is enough or not for users.
- To discover how other users handle with this problem.
- To find the optimal improvements for this usability issue.
The Hypothesis
Users have a hard time finding a solution if they encounter a problem while using Glovo due to insufficient usability of customer service.
the methodology i followed
Secondary Research
To have a better understanding of the problem in general, a desk research was
done.
According to the Richa
Pokhriyal who is the writer in Customer Think, a chatbot is an important feature in a
food delivery application that is used for customer interaction.
Primary Research
Survey
19 participants aged between 21-37 participated.
The participants were chosen
as
students who are studying Master's degree.
Performance Testing
5 participants as 4 women and 1 men who have used Glovo before were interviewed.
4 of the participants were student and 1 of them was a product owner.
4 main task was asked the participants to do.
Task 1
Getting a help for understanding of ordering
- The help button is taken more attention when it is located to the bottom of the main page.
- The tutorial based help is better then the guideline scripts.
Task 2
Finding the help when they receive extra wrong products
- The options are limited.
- They require extra effort.
- The users wouldn't try more to find a solution after checking options.
Task 3
Cancelling the order
- Users expect clear statement of the refund process.
Task 4
Finding help for the payment issues
- Users expect in person or chatbot rather than the options.
- Users expect immediate support.
Key Findings
There are two main issues discovered by the research made.
- The button for the customer support is not usable to access.
- The customer support is not efficient for solving the user's problems.
Feature Recommendations and Insights
There are two main recommendations to improve the usability of the Glovo application.
Accessibility
- The help button should be located in the bottom of the main page.
- There should be a tutorial for the users for the first usage of the application.
Efficiency
- The customer support should be redesigned as a chatbot to make an efficient, immediate support without requiring any effort for users.
- Each time the user writes a keyword, there should be the options appeared and then if the problem will not solved by the options, there should be an in person support via chat.
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