COLLEGE OF UNGINEERING AND INFORMATION TECHNOLOGY

nd
2 Semester AY 2024-2025

ITE 122 INTRODUCTION TO HUMAN COMPUTER INTERACTION

ACTIVITY NO. 3
CONDUCT A USABILITY
TEST AND REPORT
FINDINGS

Name: Mascarinas, Jayson C. Date: March

17,2025
Section: 1C

Objective:

To the usability of a selected website or application, identify issues, and propose

actionable recommendation for improvement.

1.Select a website or application

 Grab

2. Plan the usability Test:

Goals of the test

 The primary goals of usability evaluation in the Grab application (or any similar
ride- hailing or multi-service app) would typically focus on enhancing the user
experience and ensuring the app meets user needs efficiently and effectively.

 Identify Navigation issues

 Navigation within the Grab application is essential to ensure that users can
efficiently access the services they need. Proper navigation design contributes to
an intuitive, frictionless experience that makes it easy for users to perform tasks,
whether they’re booking a ride, ordering food, or accessing their account settings.

 Evaluate efficiency

 Efficiency in the Grab app refers to how quickly and effectively users can
complete their tasks, from booking rides to ordering food or paying for services.
An efficient app minimizes unnecessary steps, reduces wait times, and ensures
that users can accomplish their goals with ease and minimal frustration.
3. Recruit Participants

1. Participant 1

2. Participant 2

3. Participant 3

4. Prepare Test Materials:

Task instruction for participants

Task 1: Book a Ride to a Specific Location

Instruction:

1. Open the Grab app on your device.

2. Set your pickup location (this should be your current location, or you can
manually enter a different address).

3. Enter your destination as "123 Main Street".

4. Choose a ride option (e.g., GrabCar, GrabTaxi).

5. Review the fare estimate and confirm your booking.

6. Wait for the ride confirmation and the driver's details.

7. Once the ride is confirmed, note down how long it took you to complete the
booking.

Task 2: Order Food from a Restaurant

Instruction:

1. Open the Grab app and go to the GrabFood section.

2. Search for "Pizza Hut" in the search bar.

3. Select a pizza or dish from the menu and add it to your cart.
 4. Apply any available promo code (if prompted).

5. Proceed to checkout.

6. Choose your preferred payment method (e.g., GrabPay, credit card, or cash).

7. Complete the payment and confirm the order.

8. Once your order is confirmed, note how many steps it took you to place the order
and if any steps were unclear.

Task 3: Check Your GrabPay Wallet Balance and Add Funds and Send money

Instruction:

1. Open the Grab app and go to the GrabPay section.

2. Check your current wallet balance and note the amount.

3. Tap the option to add funds to your wallet.

4. Select a payment method (e.g., credit card, bank transfer).

5. Enter an amount to add (e.g., $20) and complete the top-up process.

6. After completing the payment, confirm that the wallet balance has been updated
accordingly.

Feedback Questionnaire for Participants:

Thank you for participating in the usability test of the Grab app! Your feedback is
valuable and will help improve the user experience. Please take a few minutes to
answer the following questions about your experience.

General Information

1. How often do you use the Grab app?

2. Which Grab services do you use most frequently? (Select all that apply)
Task-Specific Feedback

Please provide your feedback for each task you completed.

Task 1: Book a Ride to a Specific Location

3. Did you experience any issues during the ride booking process?

4. Was the estimated fare and ride type information clear?

Task 2: Order Food from a Restaurant

6. How easy was it to find and order food from your selected restaurant?

7. Did the food ordering process (choosing items, adding to the cart, applying
discounts) meet your expectations?

8. Was the checkout and payment process smooth?

Task 3: Check Your GrabPay Wallet Balance and Add Funds

9. How easy was it to navigate to the GrabPay wallet section?

10. Were you able to add funds to your GrabPay wallet easily?

5. Document Findings and Recommendations:

Task Instruction for Participants

Document Findings:
Task 1: Book a Ride to a Specific Location

Grab's ride-hailing service is one of the most prominent features of the

app. The process of booking a ride is straightforward.Users can choose
between different types of vehicles like GrabCar, GrabTaxi, or
GrabShare.The app automatically detects the user’s pickup location and
allows for easy input of the destination.A fare estimate is provided, and
 users can choose the vehicle type based on their preferences.The service
is known for being reliable and safe, with an easy payment process upon
arrival.The booking process is smooth, and drivers are typically punctual.
However, during peak times, users might experience longer wait times or
higher fares due to demand. Overall, Grab’s ride-hailing service offers
comfort, convenience, and flexibility for its users.

Task 2: Order Food from a Restaurant

GrabFood is another key feature that allows users to order food from a wide
range of local restaurants and have it delivered directly to their location. Users
can browse restaurant menus, search for specific dishes, and customize their
orders.The food ordering process is intuitive, with a seamless checkout
option.GrabFood offers timely delivery with real-time tracking, ensuring that food
arrives fresh and on time.GrabFood is well-received for its ease of use, variety of
restaurant options, and fast delivery service. The app also provides secure
payment options, including GrabPay and cash on delivery. However, delivery
times can vary depending on location and traffic conditions.

Task 3: Check Your GrabPay Wallet Balance and Add Funds

GrabPay offers a digital wallet for users to send money, pay bills, or make purchases
within the app.The process of sending money is simple and quick, requiring just the
recipient’s phone number or GrabPay ID. Users can link their bank accounts or use their
GrabPay balance to complete transactions.Transactions are typically instant, and the
security measures in place provide confidence in the app’s safety. Sending money
through GrabPay is a convenient feature for peer-to-peer transactions. It’s especially
useful for users who need to pay for goods or services online, transfer money to friends
or family, or make payments directly within the Grab ecosystem. The process is
straightforward, and the fees (if any) are transparent.
Task: Book a Ride to a Specific Location

Recommendations:

1. Improve GPS Accuracy: While GPS generally works well, it can sometimes fail to
detect the correct pickup location, especially in dense urban areas or remote
locations. Enhancing location accuracy through improved mapping or better
integration with third-party GPS services could improve the user experience.

2. Provide More Fare Transparency: While users receive an estimate before

booking, introducing a real-time fare breakdown (e.g., base fare, distance, traffic,
surge pricing) would help users understand the factors affecting the final price,
especially during surge pricing periods.

3. Add Ride Customization Options: Offer users more control over their ride, such
as allowing them to choose additional preferences like a quieter ride or an option
for pets or larger luggage.

4. Expand Ride Availability: Users in less busy areas often face longer wait times
for drivers. Increasing the availability of drivers or offering incentives for drivers
to be in certain areas could help reduce wait times.

5. Enhance Driver Ratings: Introduce more detailed rating options (e.g., based on
driver professionalism, cleanliness of the vehicle, etc.) to help users select the
best drivers while providing actionable feedback to improve the service.

2. Task: Order Food from a Restaurant

Recommendations:

1. Improve Search and Filtering: While the app offers a good variety of restaurants,
adding more advanced filters like dietary preferences (e.g., vegetarian, vegan,
gluten-free) or price ranges could enhance the user experience and help users
find their desired meals faster.

2. Enhance Delivery Time Accuracy: Though GrabFood provides an estimated

delivery time, real-time updates about potential delays (e.g., traffic, weather
conditions, restaurant delays) would keep users better informed and reduce
frustration.
 3. Better Packaging Solutions: While most food packaging is satisfactory, exploring
options to keep food warm or improve packaging materials (e.g., eco-friendly or
spill-proof) could further improve the delivery experience.

4. Customer Support for Issues: Offering faster, more direct customer support
when orders are incorrect or delayed would improve overall satisfaction. A live
chat feature or immediate order issue resolution could help users feel more
valued.

5. Loyalty Rewards Program: Implement a loyalty or rewards program for frequent

users. Offering discounts, free delivery, or credits for users who order regularly
could enhance customer retention and satisfaction.

3. Task: Check Your GrabPay Wallet Balance and Add Funds

Recommendations:

1. Simplify Cross-Border Payments: Although GrabPay works well for domestic

transactions, expanding its cross-border capabilities with clear guidance on
international fees and limits would improve its utility, especially for users in
regions with frequent international transactions.

2. Introduce Instant Payment Notifications: While transaction confirmations are

sent, introducing instant notifications for both the sender and receiver would
improve communication, particularly for peer-to-peer transfers.

3. Expand Payment Methods: While GrabPay offers several payment methods,

adding support for additional payment options like PayPal or other digital wallets
could appeal to a wider audience and improve flexibility.

4. Transaction History Insights: While transaction history is available, providing

insights into spending patterns (e.g., monthly reports, spending breakdowns by
category) would enhance the financial management experience for users.

5. Increase Security Options: Adding an additional layer of security, such as two-

factor authentication for large transfers, could give users even more confidence
in using GrabPay for transactions.
Conclusion

In conclusion, the Grab app provides a versatile platform for both drivers and
passengers, offering a variety of features aimed at simplifying transportation and
payment processes. However, user feedback from tasks like account setup, ride
booking, and payment method integration suggests several opportunities for
improvement. Streamlining the user experience, providing clearer instructions, and
enhancing the accuracy of app features can significantly improve customer satisfaction.
By implementing these recommendations, Grab can further optimize its app to create a
more intuitive, efficient, and user-friendly experience for both riders and drivers.
Continuous feedback and enhancements will help ensure that Grab remains a
competitive and reliable choice for users across its service areas.