Surplus is an app for buying overstock food from stores. This food might go to waste if it’s not sold before the store closes. With Surplus, you can get these extra food items at a 50% discount. You can buy them during special times, like a quick sale, or at the end of the day when the store wants to clear out its stock.
The current app already looks good and has useful features, but I believe there’s always room for improvement. So, this case study is all about talking to people who use Surplus, whether they’ve been using it for a while or just started. We want to know if they’ve faced any issues, have ideas for making it better, or if they have any expectations from the app.
Less information available for food selection and inefficient food-purchasing transactions
the process requires extra effort because they have to switch up to 3 pages just to place their order into a cart.
In this research, to support my assumption about the problem, I used a qualitative method: in-depth interviews
- Active users of the Surplus App — those who have made at least 1 transaction in the last year
- Located in the Jabodetabek area
- Aged 18–30 years
Once we identified respondents who met the criteria, I conducted in-depth interviews with 4 users
Key Information Area
- User Profile
- General Behavior when Using the Surplus Application
- General behavior when purchasing overstock food through the category
- feature in the Surplus application
- General behavior when using a competitor app
We have created two user personas, college students and employees. After conducting surveys and in-depth interviews, these personas best represent them
Costumer Journey Map
The “Pain points” were came up from theese flow below
Based on the opportunities we were tired to proposed from the Affinity Diagram earlier, we try to place it on The Matrix of Priorization. This allows us to identify which opportunities are most urgent for us to work on
The current flow is too lengthy, with many additional pages appearing just to order food or drinks. The items available on the app have limited stock, so a faster ordering flow is needed to prevent running out of stock.
We tried to combine multiple pages into one to make the ordering flow faster and more efficient.
Mockup and Prototype
After creating a prototype of the desired solution, we conducted Usability Testing to discover insights and improve the prototype to make it more effective and useful.
In my previous research, I looked at how users behave when they check out a product on the Surplus app. I wanted to find out what challenges they faced with the prototype I made.
I found some challenges in the research, and users had ideas for making things better, which could help others and make users happier. So, I worked on developing and testing features to meet these user needs.
Task & Scenario
These tasks and scenarios are created to determine whether both surplus app users and non-surplus app users can easily use the prototype according to our scenarios. We hope that users can provide feedback so that the prototype becomes more effective in addressing existing problems.
Findings and Insight
Theese are findings and insight from the prototype that users were came up with
- There is a lack of information regarding the product itself, including any descriptions. Users require a certain level of assurance and clarity of the specific product they want to purchase, which is currently not available.
- The user got a bit puzzled by ‘favorite’ button at upper navbar, because there weren’t any ‘favorite’ button anywhere on the product card, and it left them scratching their head.
- The order of delivery methods should be reconsidered based on other well-known apps, and as time passes, the default can be adjusted to the user’s habits
- There is a need for something more in addition to the advanced filter and search bar; there are no shortcut-type filter features like price, discount, etc
According to those Sumary Insight we create prioritization of what should we add to our current prototype
While creating this project, I learned several valuable lessons:
- Time management, Effective time management is crucial in this case as it’s a solo project with a one-month deadline. I need to ensure that I allocate my time efficiently to ensure a smooth process and achieve maximal results.
- Stick to the objective, I’ve learned a lot from users, and while I want to make many improvements at once, I need to focus on the main goal due to time limitation.