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Triton2Go Checkout Redesign

01. Introduction

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  • Have you ever used Triton 2Go App?

  • Streamline the food ordering process for the university community

  • Redesign for improving overall dining experience

  • Integrate possible new features on the checkout page

02. Problem Statement

Core Problems of Triton 2Go Checkout Page

Lack of Quantity Feature

  • Users cannot directly modify item quantities from the checkout page.

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  • Users then have a harder time learning how to modify quantities.

Unintuitive Payment Method

  • The major payment method categorization may cause confusion on the checkout page. 

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  • Account balance for Triton Cash, Dining Dollars, etc. are not displayed. 

Inaccurate Waiting Time

  • The actual waiting time does not match the expected waiting time shown on the checkout page.

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  • It sometimes takes unexpectedly longer time to wait.

Why are these problems significant?

Improve Overall User Experience

Addressing this problem can significantly enhance the user experience, leading to smoother and more efficient transactions. This improvement not only increases user satisfaction but also encourages repeat usage, fostering a positive perception of the app and potentially increasing customer loyalty and referrals.

Increase User Retention

With the improved functions of the app, not only students who live on-campus increase their usage of the app, students who live off-campus are also able to have a regular use frequency of Triton2Go. 

03. Data Gathering 

Interview Methodology

Contextual interviews

We conducted in-person interviews with 18 different students in order to determine the actual issue with this app.

Master-Apprentice Model

The Master-Apprentice Model in interviews simulates a real-world working relationship, where the interviewer ("apprentice") shares expertise and context, while the interviewee ("master") actively participates in problem-solving. This approach fosters a collaborative environment.

Interview Questions

  • Demographic Questions: On/off campus living, school year.

  • App-based Questions: Usage frequency, in-person/online order preference, other food order apps usage.

  • Task I (Timed): Complete ordering process, add/remove/customize items, change payment method.

  • Task II: Describe information on a given checkout page.

  • Post-Task Questions: Overall experience with the tasks, what they like/dislike, other food apps comparisons, thoughts about interface design of the checkout page.

04. Analysis 

Trends/Problems

  • Confusion about adding items to cart from checkout page

14/18 (78%)

  • Clicking wrong bar when asked to change payment method

6/18 (33%)

  • Inaccurate waiting time

6/18 (33%)

  • Headers, font size, and layout are not visually appealing

5/18 (28%)

  • Unobvious ‘Remove’ button

2/18 (11%)

  • No explanation for earned points

2/18 (11%)

  • No navigation to the target dining hall

2/18 (11%)

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Problems that Our Users Met
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New Features Participants Preferred

05. Redesign 

Trade Off #2: 
Readability vs. Information Density

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Redesign & Justification

Image of Item Categorization

Payment Method

6/18 (33%) users performed description-similarity slips

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Adjusted Wait Time
& Orders Ahead

6/18 (33%) users reported inaccurate waiting time

Add/Delete

14/18 (78%) users struggled to add item

Payment Method with Balance Displayed

Promo & Points

Enhanced User Experience with Quantity Modification:
Introduce an "add and delete" function, empowering users to effortlessly modify quantities in their shopping cart.
 

Improved Payment Method Clarity:
Combine and create a drop-down menu for payment methods, displaying a clear and concise list of available options with real-time account balances.
 

Better Estimation of Waiting Time:
Offer users visibility into the number of orders placed ahead of theirs, providing a more accurate estimate of when their order will be ready.
 

Optimized Interface for Infrequently Used Features:
Prioritize a clean and streamlined interface by placing these less frequently used features at the bottom.

Conclusion

  • Summary:

      Our redesign tried to fix the 3 core problems with the consideration of major trade offs​

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  • Future Steps:

       Iterate the design process to find more potential problems

       · One possible future problem: able to have a customization pop up page when click from the checkout page  

       Usability testing of our current redesign

       Talk to the UCSD dining department to discuss the potential implementation of the Triton2Go app

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