SWIGGY (ANECDOTE): PARTICIPATED IN USER SURVEY
Bonus: Participated as a User in a UX Research conducted by my favourite food ordering app — Swiggy, India
UX Survey Participation
Observation
Attention to detail
Communication
In my journey to become a UX designer, I've looked to a few people and brands for inspiration and indirect mentorship. Mainly Saptarshi Prakash and Malewicz are my design heroes!
During the Google UX design course (which I couldn't complete due to financial reasons) I came across the importance of proper UX research. I had no idea that there are teams dedicated to it.
I took Saptarshi's UI Design workshop by Growth School, where I was blown away by how he looks at UI design. Never had I thought that I would get to see a design surgeon perform precise UI surgery!
I Love Swiggy.
Since inception, I have seen the brand grow. Since motion design is also my thing, I have loved the old user rating-linked animations — also incorporated something similar in an app project of mine. And I absolutely love what they're doing now.
No large scale user research experience
In my 5 year tenure with my previous company, I had never had the chance to be a part of proper UX Research. Insights always came from the users and doctors through the Clinician Success Managers and the Customer Success Managers. Such was the way things went.
Only once I remember being a part of a call with a doctor (on specifically insisting) where I observed their usage patterns and listened to their pain points. I felt grateful for that experience. Helped iterate the EHR Integration product to become much better!
One day I get a call from Swiggy!
Since I am a heavy Swiggy loyalist and a serial One subscriber, most of my food needs whether large or small come through them. Thankfully I had placed 2 large orders back to back from Chowman in a short period of time.
I still remember the noodles till date (no matter how dry they were), because they got me a call from a Swiggy UX Researcher. They were talking with people to understand how they can handle large orders better.
The survey went on for almost 1 hour
And I almost would've paid out of pocket to talk a bit more to learn about their process!
My pain points were simple:
The order then got automatically divided into 2 deliveries. The notification or alert was not that evident.
A better alert like the ones right at the top of the checkout page, like — "Woah! This order is huge. Will come in 2 parts"Since I had no prior idea, or ignored it, I received my order and immediately got shocked as the number of items on the printed bill and the items in the packet didn't match.
This could've been mended by segmenting the order on the restaurant's side, so that they may generate 2 receipts. Or integrate into their billing.Delivery person had no knowledge that they are delivering a partial order. I had to re-check the orders section to see Delivery 1 and Delivery 2 written there.
Wouldn't bore you with a redesign
But, what if the user got real time alerts when Delivery person declares success? And a progress bar to show that their order is partially fulfilled? That would be cool!
Key takeaway
A 500 rupees coupon? Just kidding. A sneak peek into UX research methodologies and loads of excitement!