Question

Discuss in detail the good and bad UX features of SWIGGY AND ZOMATO (Food delivery apps) relative to each other.

Answer 1

Good UX Features Of SWIGGY AND ZOMATO:------

1. It's User Control And Freedom Is Good:----

• One thing which I really liked in Swiggy is that when I add a dish to the cart, I do not need to go to the Cart page if I need to remove it. I could remove the dish from the current screen itself. Most of the online ordering apps fail to provide this option.
• The search bar has a ‘Reset/Clear’ icon by which I could undo my search term in a tap. The same in the case of filters.
• When I delete an address from the Manage Addresses section, there is not an option to undo it. But it does ask for confirmation before deleting so I guess the absence of an undo option will not be a major hindrance to the user.

2. SWIGGY AND ZOMATO both Provide Good Error Prevention — Error-prone areas in Swiggy is very minimal. Wherever the provision to ‘Undo’ is not possible, the app asks for confirmation before the corresponding action. One example is the scenario where ‘Delete Address’ is used. (mentioned in the 3rd Heuristic Criteria).

3. Aesthetic and minimalist design is Good:-----

• The design aspects of the app are very good.
• The app is clutter free and minimalistic.
• Not much irrelevant information.

4.  Help and documentation is Good:-----

• The app does have FAQ and support section.
• The live chat is pretty easy to initiate, unlike other apps in which it will take a long time to even locate the live chat option.

Overall, the results are:

Good: 6 ; Average: 3 ; Bad: 1

It is a really decent score. Personally, I would love to see Swiggy improve in the areas where they lag behind and maybe push the app experience even more high in the areas where they already excel in. Meanwhile, Happy Swiggying!

5. Recognition rather than recall is Good:----

The app does a good job here too. We do not have to remember the function of each icon as each one is clearly labelled everywhere.

• The search box displays recent searches below it and provides suggestions as we start typing in the box.
• Another thing which I really like most is the option to ‘Reorder’. For regular users of the app, this is a boon as they could just reorder any favourite dishes which they ate in the past without having to remember the restaurant and dish names.

BAD UX Features Of SWIGGY And ZOMATO:------

1. Visibility of system status is  Bad:----

The first heuristic criteria state that a product should always show the system status at any point in time. Swiggy seems to fail at some instances in this regard. For Example:

• In the home screen of the swiggy app, they provide various offers in card layout right at the top of the page. When a card is clicked, the screen becomes blank for few instances, maybe a second or few milliseconds and then the next screen loads. The loader or a progress bar is not only missing here but in almost all of the instances where we navigate between pages

Though it is relatively a short period of time, there is a chance that the blank screen may last longer on a slower internet connection. This will ultimately cause the user greater discomfort & confusion.

2. Consistency and standards is Bad:----

The app maintains good consistency in all aspects — iconography, language and interface elements.

• There was a slight inconsistency in the design regarding the icon for ‘Offers’. In one cart page a circular icon was used and in the settings page a rather rectangular icon. I don’t see any problem in reusing the same circular in the settings page too.

3. Flexibility and efficiency of use is  BAD:------

• The app is efficient in all parts but the part which I like the most is the ‘Apply Coupon’ option on the checkout page. When you click the Apply Coupon, it takes you to the coupon page where you could see all the coupon codes and their corresponding benefits. You could chose the one you want on that page and use it instantly. As simple as that. Almost 90% of other apps do not have this feature. They just have a textbox and you have to find their coupons page may be using your browser to find the coupon code you want. I always hated that. This feature of Swiggy is really efficient and speeds up the whole process.
• An area where efficiency can be improved is the ordering of restaurants and menu items. Currently, it is not in any particular order — alphabetical, cost, relevancy, rating and delivery time.
• Inside the restaurant page, some of the restaurants have really long menus. In this example [just linking the file here, seriously the menu is too long!], you could see the image going on and on. It would take many scrolls to browse through. Most of the times, we would be looking for only one category of the menu really. So it would be better if they do a ‘Jump to Category’ kind of design and place the category names at the top so that we could instantly jump to the food category which we want.

All Over Zomato Have Better UX than Swiggy.....

I Hope This Will Help You........