shuddle HEURISTIC EVALUATION Animesh Tripathi 1
This is an academic project indented for learning heuristic evaluation
Table of Content 1. EXECUTIVE SUMMARY
2. INTRODUCTION
1 6
3 INQUIRY TECHNIQUES
17
4 GLOBAL ISSUES
26
5 LOCAL ISSUES
50
6 REPORT SUMMARY
92
7. CONTACT INFORMATION
93
1. Executive Summary 1.1 Product and Objective Shuddle is a taxi service primarily targeted for kids. It allows it users to schedule rides for themselves, their family members including kids, adult dependents, spouse and nannies. Also along with single family rides Shuddle allows users to setup carpools. Here the user can invite other friends to join in on their carpool at a discounted price. Shuddle offers a subscription type membership which enables users to use their services on a regular basis.
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1.2 Methodology To evaluate the usability of the Shuddle mobile application, two different research methods were used to help understand what the strengths and weaknesses of the application. This allows the heuristic evaluation to gain insights on the aspects where the research can be focused on.
1.2.1 Web review: Online research was conducted to gather information on the trends of the application. Online reviews of major mobile platform web stores were aggregated. Trends regarding issues and strengths were analyzed.
1.2.2 Online survey: A ten item questionnaire was created and distributed using survey monkey. The questionnaire aimed to asses what were the level of satisfaction and dissatisfaction with the application. What were the areas the users access in the application, with which level of ease?
1.3 Inquiry Results At the time of this study the customer feedback and written rating have specific limitations and strengths to evaluating the application. The average rating between Google Play Store 4 with 20 users’ input, iTunes 4 with 22 user input and Yelp is a 5 with only one user rating. The user are rating the app separately from the service. Since this app facilitates the company to get actual business which is a taxi service. It would be hard to distinguish if the rating is for the service or the app. Though it is important to note any criticism about the app will hamper the business, but a criticism of the service would not be criticism about the app. This leaves the researcher to evaluate alternate modes to establish the apps effectiveness in interaction design.
The responders are too few to make general assumption about the population. However there the likely hood that the app would be recommended is poor. There are concerns for ease of use, application reliability.
The comments about the text and editing the home address are violating legibility principle, which states the design should be legible for maximum number of population
1.4 Heuristic Evaluation Results Using the principle of usability at the center of evaluation, Shuddle’s mobile application was evaluated. Several principles were found to be violated, on three degrees of variability. Severe violations were deemed urgent what the company should address immediately. Moderate violations were highlighted as being important. Minor violations were either aesthetic in nature or require small improvement to help enhance the overall usability of the application.
1.5 Global Usability Issues Global usability issue reflects an over arching problem with the design of the experience. This means that there are smaller mistake occurring the highlight a bigger problem of the design, leading to poor user experience. The major global issue for Shuddle were as follows.
• Transparency • Consistency • Legibility • Feedback
1.6 Local Usability Issues When evaluated in a linear lifecycle manner, by going through each screen and layer of information, is where majority of the surface. Multiple issues were location across different screen that led to an overall poor usability evaluation of the application.
There were serious concerns regarding transparency and trust that Shuddle has to address at earliest. While remaining issues also were important enough for serious consideration soon as well.
1.7 Summary and Recommendation After having evaluated Shuddle, immediate overhaul is required addressing major concerns on transparency and readability. There are finer details that have to addressed on almost all screen either independently or in conjunction to another.
The user is putting a great deal of trust with sending their kids to travel alone with the stranger. The first line of interaction to build that trust is this mobile application. A desktop based monitoring system is also recommended, since the target population is working parents with multiple dependents. Hence address these concern has to be a high priority for the company
2. Introduction 2.1 Purpose The purpose of this heuristic usability evaluation was to thoroughly assess the usability of the Shuddle. Now recognized as Uber for kids, Shuddle prides itself being safe enough to have kids travel alone using their service. Shuddle claims itself to be a superior service by stating what it outshines in when compared to its competitors.
Capabilities and Service set
Even though the application is aesthetically pleasing, this evaluation aims uncover the issues that go further below the visual aspects of the design. This study aims to heuristically evaluate the usability of the application. The first point of contact for most users to setup ride for their families and kids. Since we would be referencing usability quite often during this research it would be useful to know how its defined.
Usability is the ease to which a person can use or learn to use
something made by humans. How much the person can be satisfied, how well they can remember their experience, how effectively they utilize the object, and/or how accurately a person can use the object in question are all important
questions that define the usability of something.
Due to this how well an application does depends how satisfied the user is with the application, was is worth remembering, did it make their life easier. If these goals are achieved, they play a crucial role make making an application successful.
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2.2 Methodology For this research, mobile application was the main focus. To understand the application completely the app was used as regular user. With it every aspect being documented usability expert chose two inquiry method under which they evaluated the app. A composite of web review was decided upon, where the expert would analyze the trends to gather information on what people were complaining about there experience. Review from Google Play store and Apple Store were aggregated and trends analyzed. Following their reviews, a questionnaire was designed to understand key stress areas of the participants while using the application. After that, using expert knowledge and documentation of use experience, the evaluators drew up the principles of usability. Gauging the application’s usability if it breached any of the usability principle, how frequently a to which level of severity.
Heuristic Evaluation Method for Shuddle Issues and concerns reported online Use App Regularly
Scrutinize all functions
Research and document everything about the application Collect qualitative data about major issues
Local usability issues emerge
Global usability issues emerge
All findings and suggestion reported
2.3 The Application Launched in 2014, Shuddle is new company attempting to cater to a specific target audience, “busy parents�. There are working parents who have to shuttle there kids between home-school-soccer and so forth. Rather than it being a chore for one of the parent, it can be designated to this service. This where Shuddle’s claims to business comes in, where they provide existing caregivers nurses, nannies and/or elder sister to give these kids a ride. This is done with secondary aim that users would love their application enough to be a paying subscriber to this service much like Netflix, as steady subscription based income allows the company to pay their drivers a decent wage and cover for their insurance.
First Introduction to Shuddle
Booking Your First Ride
2.4 Company Goals The company is competing in an market that is growing both nationally, and internationally. With companies like Uber, Lyft and Easy Taxi nationally making headway to foreign country. Shuddle is attempting make it space by approaching the problem from a different perspective. By addressing the concerns of working parent who would most likely drive to work, Shuddle aims to solve the problem of security concern by being safety heavy ride for kids.
The company aims to • Gain more customer • Expand it reach to other parts of California • Satisfy customer enough to be a subscriber to their service • Provide a smooth easy to use experience to its customer
User Demographics The main users are adults responsible for families and other dependents. The application is geared toward working parents who have schedule rides in advance for their kids, dependent parents, spouses, nannies or on occasion themselves.
Which according to Bay area census for 2010 looks like this, even after 5 year later the numbers are still promising for the target population to be big enough for serious
consideration for all. With total 18% of the population in the target demographic of roughly 1.3 million potential customer. If success can prove to be a very lucrative market of Shuddle.
User Goals and Use cases: The user aims to quickly book a ride and be able to track the ride while being at work. But that is not sufficient, an application has be designed keeping user needs in mind. Predicting needs, wishes and circumstances under which a user might seek their services. • Learn about what Shuddle is all about • Gets Invited to join a carpool by a friend/colleague
• Seeks to change change cab service after having a difficult experience with another service • Do test ride to assess the safety procedure and protocols to judge whether its safe for kids • See what are other frequently asked question and concerns • Handle payment issues • Check where an ongoing ride is • How much would it cost to take a ride • Check to see if they can use in a pinch
2.5 Summary We analyzed the business model of Shuddle and looked at some statistics to evaluate whether it make legitimate use case. We defined certain categories under which a user might choose to come use Shuddle. We briefly review the methodology used in research. The entire setup will help us understand how Shuddle performs on the usability criteria.
3 Inquiry Techniques 3.1Methodology To evaluate the usability of the Shuddle mobile application, two different research methods were used to help understand what the strengths and weaknesses of the application. This allows the heuristic evaluation to gain insights on the aspects where the research can be focused on.
3.1.1 Online Reviews Customer feedback is information coming directly from the customer about the satisfaction or dissatisfaction they feel with a product or a service. Customer can comment or give feedback on what they liked or did not like about the service. This can a very clear method for correcting issues with their services or platforms. Over a period of time culminating trends can be seen major problem areas lies. However, it can also be useful to
view the success factor of a service, as positive feedback on an aspect of the service can help ensure the company’s identity in the long run.
3.2 Major Takeaways The customer feedback and written rating have specific limitations and strengths to evaluating the application. The average rating between Google Play Store 4 with 20 users’ input, iTunes 4 with 22 user input and Yelp is a 5 with only one user rating. The user are rating the app separately from the service. Since this app facilitates the company to get actual business which is a taxi service. It would be hard to distinguish if the rating is for the service or the app. Though it is important to note any criticism about the app will hamper the business, but a criticism of the service would not be criticism about the app. This leaves the researcher to evaluate alternate modes to establish the apps effectiveness in interaction design. While at the same time the customer feedback on how certain tasks are difficult to accomplish are direct and precise input on how certain features are lacking.
3.2.1 Trend 1: Safety and Trust The customer is criticizing the service for not having state security compliance, now irrespective of how the screening is done for the driver for service external legislation is been requested to create the feeling of trust. On the other hand the customer who are using the service are banking their trust in the experience of the child or their interaction with the driver.
3.2.2 Trend 2: Standard Assumption of Family structure Unable to change address: The user state that he is unable to change his home address It is confirmed this problem still persists. Parents in two cities: A user states that the parents live in two different cities and requires to Shuddle between them, the system doesn’t allow for user to use their mental models for the interaction. The assumption here being that a user’s home would be a fixed destination for course of using this app. There are several circumstances where this assumption can be easily being broken as demonstrated earlier.
3.2.3 Trend 3: Specific information categories The user can book this service under various circumstances, the app doesn’t limit itself to being only for kids. However, the categories it defines according to the user are set for a parent with young teen and pre teen population. Defining Passenger: In the review “Passenger?” Though not very descriptive in the review they state they are unable their son as a passenger and decided to quite using the tap application. When evaluated, I found that the several issues with the “Add Passenger” feature. The passenger relationship are limited to single unit family, no options for sibling or relative other than “My adult dependent” There is a forcing function which requires the user to upload a photo of the passenger, which you can easily bypass by simply adding any image. Once an erroneous passenger is created user cannot edit or delete the passenger profile just created.
3.3 Online Survey User survey are way of generating information from a wide variety of user on specific question you would want to ask from the user, like demographics, and their liking or disliking certain aspect of the product. For Shuddle, setup a survey to gather information on the following dimensions.
Gender Age Main user of the application Overall satisfaction Chances of recommending it someone Easy of use Technical reliability Comments on the interface
Following are the findings collected for 5 entries to the survey.
3.3.1 Demographics Between the age of 25-34 there were 2 males and 1 female responders. Between the age of 35-54 there was 1 male responder and 2 female responders. On the question
who are they using the app for is 80% of the participants chose Child or children. While 20% are using it for themselves or significant others.
Satisfaction and recommendation On the weighted scale of 1 to 7 the overall satisfaction for the app was an average of 5.20When asked about the likelihood of suggesting the app to the friend or colleague on the scale of 1 to 10, meaning they trust the service enough to recommend it to other, there were 50% (3 of the responders) detractors who would not recommend it while only 33% (2 of the responders) would recommend it.
Easy of use and technical reliability When asked the if the app is easy to use, the rating was average of 6 classifying it as “Moderately easy to use. While it faired worse on technical reliability, averaging at a 5.60 of only “Slightly reliable”. This means that people find it easy to use the application but certain aspects of the app are unreliable according to self reports.
Comments about the interface There was an open ended comment box for responders to input their thoughts on the interface. 2 of the comments were regarding illegibility about the text being to small. While the first one is similar to the feedback on the not being able to change the home address.
3.4 Major Takeaways The responders are too few to make general assumption about the population. However there the likely hood that the app would be recommended is poor. There are concerns for ease of use, application reliability. The comments about the text and editing the home address are violating legibility principle, which states the design should be legible for maximum number of population
4 Global Issues 4.1 Global Issues: Transparency 4.1.1 Definition Transparency refers to the degree to which an interface presents the relevant, underlying operations which (should) effect user actions or the results of their actions. This implies that user has been given enough information to make an informed decision with regards to interacting with the interface. With the following example of this violation, a case will be made as to how it can lead to the user not trusting the service.
4.1.2 Transparency Violation 1 When opening the application for the first time the user is greeted with these 6 screen. None of them directly convey what the product and service is about. No clarity as to why are they informing the user that the drivers are caregiver and nannie who have experience with kids when the previous statement states they are dedicated to serve the family. The violation extends to the statement of security as no industry standards are mentioned. This mean application is not being clear and precise as what the services are about. There is an underlying assumption that user has inferred that the target audience is kids for their services.
4.1.3 Transparency Violation 2 When setting up the first carpool the user introduced to the following screens. Here they are informed about the rules of the scheduling a carpool with Shuddle. The rules of the ride are presented in light text on third screen of the popup, where the likely hood of user not reading such fine details are very high. This issue persists as the interface does not readily inform the user of rule of scheduling a ride.
4.1.4 Transparency Violation 3 Upon receiving the driver details on the day of the ride, the user can review the driver. There is ShuddleSafe approval seal which to an average user has no significance. The seal of approval is internal and not a third party verified driver. Any internal seal of approval for a new company has no bearing for the user as it does not represent what the industry standard are.
4.1.5Transparency Violation 4 When booking a ride and choosing different times there is change in cost with any explanation. There is not transparency with regards what route would be chosen. How each route is adding to the cost, what is cost in terms of “x miles for $ x�. Without the explanation the user is expected to trust both the drive and Shuddle. To take the safest route and also the most cost effective.
4.1.6 Transparency Violation 5 When taking credit card the user has never been informed directly that they will be automatically be subscribing to the monthly membership. Also the user is not been given any information whether their transaction are safe or not. The screen on the right where payment info is been submitted, the first half looks like an advert of an option membership that the user can subscribe to. The designer attempt to make a sale on the sales pitch by stating the benefits for Shuddle, not the user, to enrol in the membership. But no where does it state that that by saving the card information users are subscribing to the membership automatically.
4.1.7 Recommendation Due to these violations it would not be unfair to assume that a user will not trust Shuddle for their services. Incorporating approximation rather than exam amount would have recommended. As referenced a similar Taxi app from India called OLA. After inputting the two destination an cost approximation is given, with disclaimer that actual cost can vary.
Showing industry standard seals, that are easily recognizable by the user would invoke more sense of security. Paytm app that handles transactions for remote recharges to minutes for your mobile phone. On the opening screen the security measures are displayed. The same imagery continues at every stage of managing transactions.
4.2 Global Issue: Consistency 4.2.1Definition Consistency is the level to which familiar interfaces, features, and other aspects a user has previously experienced continue across a product. For example, if all cancel buttons are red, then all cancel buttons on a website should be red too.
4.2.2 Consistency Violation 1 The screen between, “Scheduling a ride”, “Start A Carpool” and “Add New passenger”, The font color of the descriptive text are different. There is also the existing passenger set that are missing from carpool page.
4.2.3 Consistency Violation 2 The user is expected to have reviewed the ride and all the settings they chose before clicking submit. In scheduling a single family ride the user would choose submit and would move to viewing the ride booked ride. However, when organizing a carpool the user is guided to a reviewing screen after pressing “Next Step�
4.2.3 Consistency Violation 3 There are major discrepancy of buttons throughout the application. Where some location they are white with blue text. In some location they are blue with white text, others more obscure grey buttons with dark grey text. The worst is the subscription cancelation button (signified in red), there is nothing to signify that “Easily cancel at any time� is button
4.3 Global Issue: Legibility Definition The visual clarity of text generally based on the size, typeface, contrast, text block, and spacing of the characters used. This is major violation for this app, as legibility is easy compromised for the sake of aesthetics. This makes it difficult for the user to immerse in the application, if they are constantly having to struggle to read what is on the screen.
4.3.1 Legibility Violations The contrast ratio on most of the text in application is illegible. Increasing the demand from the user to look more closely and demand more attention.
4.3.2 Recommendation It is recommended that designer choose a darker font color for all descriptive text as it makes it incredibility hard to read the most of the text on the screen.
4.4 Global Issue: Feedback 4.4.1 Definition Feedback is a global principle that needs to be applied to, or Feedback confirms system actions for a user by providing information to the effect that, for example, an input has been accepted, a requested action is acceptable, or a process complete. This feedback can take a variety of forms, from an executable, to a pop up dialog box that confirms a payment at least considered, in every aspect of your product. annoying beep if a form object is clicked that is not has been received. The importance of providing adequate and accurate feedback to your users can not be understated. Feedback promotes a users’ confidence in their ability to negotiate and manage the application, and in the underlying functionality that supports their every action.
4.4.2 Feedback Violation 1 When setting up a new passenger for a ride, there is no feedback if the child younger than 8 years has to be accompanied with an adult or are not allowed to travel alone in a car.
4.4.3 Feedback Violation 2 When setting up a new ride for next day there not feedback that the its the missing credit card information that is not letting the user proceed to submit the transactions. With a text message stating that there is free ride available, the user’s expectation is that there is not no need to input any credit card information.
4.4.4 Feedback Violation 3 In the vain attempt to book a ride for the same day, there is no feedback for the system stating its not possible to book a ride same day.
4.4.5 Recommendation Any sort of visual or textual feedback to let the user know that the action they are doing is not following certain requirements of the system would easy usability.
5 Local Issues In this section we will be going through the issue with individual element within different elements on each screen of the app. We will be following a linear lifecycle method of evaluating the elements of the app. In this method we evaluate the user experience as they go through the process of using the app. We will highlight various issues and concerns at each step of the way. The following section is organised in the following manner. • PHASE 1 - DISCOVERING AND INSTALLING THE APP • PHASE 2 - SETTING UP THE ACCOUNT • PHASE 3 - UNDERSTANDING THE RIDE SYSTEM • PHASE 4 - BOOKING THE FIRST RIDE AND TRAVELLING • PHASE 5 - CANCELING A RIDE • PHASE 6 - CLOSING AND EXITING ACCOUNT • OTHER ISSUES
The issues and concerns would be highlight with three levels of criticality.
Red - Major issue fix immediately
Yellow - Should be addressed within the next update
Grey - Minor issue mostly aesthetic or low priority
5.1 Phase 1 Discovering and installing the app We heard about a new taxi service from a friends called Shuddle. After Googling it we landed on the website. On the main screen we see single tag line and text field asking mobile number to get the app. This method of install the applications is different from standard experience of installing an app.
Red level issue: No time spend building trust There is an immediate request of the mobile number to simply install the application. While we only have the discovered that this a family friendly ride, it is asking us to trust the service with private information such as a mobile number. This concerns can be easily be addressed by adding standard download from “Appstore” “google Play” or “Window’s Store”.
Once mobile number was inputted an SMS was received with a link. Once clicked to redirected the user to the google play store for android devices. This is additional step for the overall experience for the user. At this phase the user hasn’t had the chance to evaluate whether they want to use the service or not. It is important to note that the service is making certain assumption about the users needs and wishes. This manner of installation is not letting the foundation of trust to built between the user and the service. By assuming that user is willing to give their private information without having evaluating the service restrict the level of trust they would be willing to put in the service. Trust is crucial factor in this use context, as a service where the user is eventually expected to let their child travel on their own in a taxi with a stranger, trust has to built at every step of the way.
5.2 Phase 2 - Setting up the account This user has installed the application and is now opening the app. The user is greeted with six introduction screens. At this stage the application is still ambiguous about who the main audience is for the service. The message is not addressing the who their priority is for their service. The design is assuming that the user would infer for the image and symbols in screen 3 that their mail audience is kids. Screen 5 the phrase of monitoring
ride does not invoke confidence when how the rides would be monitored. What are the requirements for the child have when going for a ride with Shuddle. After the introduction screen user following screen appears. Set your home location is pointing at the neighborhood where my house is, suggesting that the app has located where the phone is. It is already suggesting few photos of the drivers the are in the neighborhood.
Red Level issue: Non interactive map The map screen does not have pinch zoom capabilities. Since the marker with set your home location is in accurate. The application can allow the user to zoom and tap to fix the home location.
Once tapped the user is moved to next screen with an empty field to input home address. Once tapped the user is moved to the next screen with a search box for the address is presented. Once confirmed the user is moved back to the first screen and with address inputted.
Red level issue: Inadequate and redundant input screens The user is made is move between two different screens thrice for just one task. when the same can be achieved with one screen or the home screen when “set you home location� is presented
Red Level issue: This is a very basic design request to ask for address. The address is not precise enough. As the user was to search the address, this allows for broad interpretation of what input address needs to be. Instead of search it can request house number, street, city and zip as suggestion below the search. Since the user inputted a broad home address, the day of the travel the driver would have to call the user to seek exact address while driving. The user might not be available to receive the call to clarify. Yellow level issue: The button next and save at this stage serve no purpose. They both are grey suggesting to the user that they cannot be interacted with.
Yellow level issue: Unguided interaction If the is to tap the close symbol next to the search address the user is presented with a blank screen. The place the search bar use to be is no longer responsive if done so. A very small target has to be hit by tapping on the magnifying glass symbol on the right. Which does not have the affordance of being button that can be tapped upon.
As soon the user would hit save at this stage the user is moved to another page asking to create a profile. Red level issue: No feedback There is not feedback on this page that or in any other way to suggest that the home address has been saved.
Red level issue: No interaction memory On this screen the last screen is auto completed with the user’s mobile number yet requesting to verify the phone number. This seems redundant since getting the application was done through giving Shuddle the mobile number, yet the user has to verify the number again. After completing the profile creation process, a the verification process is initiated. The user has to respond to the same number with a SMS stating “GO�. The same can be done by calling the user when they click submit. Since the service already has the number and its was already auto filled in the profile creation process. This also reduces the additional task of going between apps to just to create a profile.
5.3 Phase 3 - Understanding the ride system. After having setup the account the user is introduced the Shuddle carpool popup. Even though the user has not scheduled a single ride with the service. The language seems to assume the user already knows about the existing services that Shuddle has to offer, and this carpool is something new that the needs to learn about.
Yellow level issue: Unnecessary forcing function Having taken over 50% of the screen real-estate the app is forcing the user to evaluate the carpool system since there is no apparent close option to the popup. It would be recommended that the user be given the option to close the popup.
Grey level Issue: Legibility Issue The text below the $8 ride is very light and thin making it hard to read for the user. This can be very easily addressed by darkening the font color.
After tapping on “Learn About Carpools�, the user is taken to these three screens.
Screen 1: This screen vaguely explains how the carpool is going to operate, with symbol flows, hoping to convey meaning. This requires the user to think and evaluate what these set of very small symbols seems to suggest. The users focus will go to the symbol and not the text since the contrast is so poor.
Screen 2: The definitive phrasing on this screen is misleading to a user. The introduction of these screen stated that carpools only cost $8, however on this screen they seem to suggest that it is an introductory cost for new users. This negates the claim that the cost of carpools would be $8, in small light grey font where the user is expected to read fine print.
Screen 3: The final screen is assuming that the user wants to schedule a carpool after having read these screens. Yellow level issue: The user is forced to go through an introduction of how Shuddle does carpool and no option to close or escape the screens. Moving from next to next to eventually forcing the user to “Schedule a Carpool.” Red level issue: Again in very small grey text the user is expected to read and the instruction about an actual carpool is setup. This is a major concern as it this screen points out that “Carpool” have to be scheduled a day in advance, specifically 12pm noon time. The following line suggests within 30 mins the other invitees have decline or else their invite would not be considered for the carpool.
Then user can go ahead and use it as a single-family ride or cancel the ride. All of this is critical information for user to make their decision about whether to invite other families to the next day’s carpool.
The user is introduced to a new screen where they can start a carpool. To begin scheduling a ride the user has to add passengers. On tapping add the user is brought another screen. Red level issue: Legibility The font color and size on this screen make it hard to read. After inputting first and last name, when tapping the relationship, a new popup appears.
Grey level issue: Insufficient categories The user is to select the 1 of the five options in relationship options that have been defined by Shuddle. They omit simple options as “Sibling” or “Friend”. This is assuming a certain definition of who the riders can be.
Yellow level issue: Unclear language The user is expected to understand “Choose a Shuddle Pass”. It does not aim to suggest what it means. It actually means the rider will have a secret word that would used the rider is to be seated in the car.
Red level issue: Unnecessary forcing function Once complete the user is forced to input a photo of the rider which one can easily bypass by uploading any image to the screen. This also assumes that all user would have an image ready for use of the rider who will be traveling. For example, if remotely booking a ride for a “Nanny” the user might not have a photo of the person.
Yellow level issue: Invisible cursor When tapping on the “Age and Gender� option, a new popup appears requesting the user to input age. The cursor in this input box is not visible, the is no indication that the user can being inputing in this field.
Red level issue: No feedback Even is the user is to add a 2 years as the age there is no feedback suggesting that the Shuddle would not let a certain age group to travel on their own. This can easily be remedied by highlighting the input in red and message suggesting minimum age of accepted riders.
Grey level issue: Color inconsistency The descriptive text in the “Starting a carpool” is of blue while its grey when creating a new passenger. Due to this inconsistency the meaning for certain text can become ambiguous.
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Now the user is requested to add families to the invite.
Yellow level issue: No guidance or information At this point there is no information regarding who can be in the invite. Do the invitees have to be other Shuddle user? Or Would they be invited to Shuddle app before they can accept the service? Do the invitees have to have a smartphone? “Add families� means the ride organizer or the rider? No such information is given to the user, but rather all them have been assumed by Shuddle that either the user already understands or will use their own discretion when selecting the invitees.
Once tapped the user is brought to contact list of the phone.
Red Level issue: Not following standard practice There is no search bar in this screen, the user has to manually find the point of contact to join the carpool.
Yellow level issue: No feedback After only selecting just 1 invitee there is no feedback about “2 Families Remaining� or any other notification. Making the title of the the screen unimportant.
Yellow level issue: Unclear instructions When selecting the “Carpool Pickup and Drop-off Procedure” the user has to evaluate how each options would result on the actual day of the ride. If they are picked up together it mean they would be dropped separately, which order? Can I ensure my riders is dropped of first? Is it based on the best possible route? How is this decided? The user is to simply trust the service for best judgement of the driver in the route they take. Yellow level Issue: Lack of affordance When choosing pickup procedure the Edit button has no affordance of being a button. The user would expect the grey button space to be a button. Since in previous instances when they have had to select something like relationship, age, gender or carpool pick and drop procedure, they tapped on grey space with text on it. And the blue/grey text was descriptive of what they were selecting.
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Yellow issue: Logical inconsistency of the pickup procedure options. There are 5 options to choose from along with a time limit suggesting how long a particular procedure takes. Following is the meaning conveyed when using the application. 1. Park and sign out from school office - it takes 5 minutes 2. Sign out in pickup queue - it takes 5 minutes 3. Find passenger inside - it takes 5 minutes 4. Passenger will be waiting outside - it takes 5 minutes 5. None of the above - it takes 5 minutes One of the meaning that is being conveyed here is either a certain procedure will take 5 minutes to complete by the driver or the rider. The second meaning that can interpreted by two horizontal lines is that 5 minutes is how long the driver should expect to wait for any of the scenario. In either situation it is not easy to understand.
Grey level issue: No guidance There is no explanation of what a pickup note needs to be for the driver. A simple grey text before the user start typing can let the user know what Shuddle would expect the drivers to know when reach to pickup or drop the ride.
Yellow level issue: Feature lacking There is no option to convey any drop of procedure or notes. A simple option to input “ensure the child enters the house before leaving.” Otherwise it seems Shuddle does not pay equal level of attention when dropping of the rider, even thought that’s not the case.
After setting the date and time for the pickup the user is to click next steps for the app to finish an submit. The user is brought to this screen where they have to review the details of the ride they have setup.
Yellow level issue: Misdirection There are open slots shown next to the passenger chosen but they are not clickable. There has been little information as where the passenger set have to be chosen from. Before this stage it was requested from the user to choose 3 invitees. In the reviewing stage the 3 more passenger are shown as part of the passenger, implying that the user should have chosen 4 passengers from their family as to carpool.
Red level issue: Unclear instructions Promo fare $8 has ben slashed and greyed out suggesting the user does not have to pay anything. $0 discount has been applied. In these conditions it is safe for user to assume that the ride will cost nothing. And can proceed to submit and take a ride. However this is completely misleading since the user has to input card details before enabling the submit button. A notification or highlight suggesting the user has to enter card details before submitting will rectify the problem. Being unable to do so the user at this stage chose to cancel the ride. Red level issue: No memory: There is no option of closing the ride or save it for later. If canceled all the input would be erased and the user has to restart the process.
5.4 Phase 4 - Booking the first ride and travelling. Having understood the procedure to book a ride, the user proceeds to book a single family ride for self. Grey level issue: Inconsistency Descriptive text in the screen is in grey color while Carpool setup had blue text.
Red level issue: No feedback When selecting the date of travel, the passenger is not permitted to choose the same day. No feedback is given when cannot choose the same day. The dial move to next possible date automatically.
Red Level issue: Relying on user memory Choose the next day’s date a popup appears contradicting on how the application behavior is setup. Message stating that the rider can save $10 dollar by choosing to book the ride a day before. Since as it gets closer to the date of travel it the rider has to bear the cost of incentivizing the driver to claim the ride.
Red level issue: Lack of transparency Up till this point the user has not been informed about how the payment system works. This is new information presented on the off chance of booking a late ride. This is urging the user to memories how ride booking system works. It would be more pleasant for the user through the interface to recognize what are the repercussion of booking a ride late.
Red level issue: No feedback on how cost of the ride is determined. There is a major discrepancy in choosing three different ride time and date for the same locations. This can have improved by describing on a map showing what route the driver would take. What are the reasons of taking certain route at a certain time costs differently? What is the cost of taking Shuddle per mile? None of these issues are addressed.
Yellow level issue: Misleading information and action choices. The application notifies the user they has one free ride yet there is $1 fare to the cost. There is no information about what the condition is about the “Free” ride. What has to be the minimum fare to be eligible for the “Free” ride?
Yellow level issue: No feedback why user cannot proceed. Since the user has “Free” ride available they cannot proceed to submit the request for the ride, and no feedback is given why they cannot. This can be addressed by highlighting the section of the screen suggesting what input form the user is missing.
Red level issue: No security measure assured. When inputting credit card information no assurance is given that the transaction would be safe. What industry standards they are employing to ensure credit card information would not be stolen. Or incase of canceling a ride when the user would be refunded for the ride?
Red level issue: Time of transaction not described. Not once in the interface they app convey the information that the user would be paying for the ride as soon as they hit submit. It is assumed the user would understand when the transaction would be done.
Red Level issue: Automatic subscription to monthly membership. The user is not informed that by inputting the credit card information they would automatically be paying $9/month plus ride fares. There is also no notification that the subscription has begun. This breaching user’s trust by assuming they would be satisfied enough to continue to use the service for the unforeseeable future.
Yellow level issue: No information carry over The user has scheduled the ride for “Self� meaning they are the organizer of the ride. The SMS notification does not reflect the setting of the organizer, as it addresses the user in the third person by stating the name. If ride is booked for the organizer themselves then there is no need to for an SMS notification.
Yellow level issue: Inadequate information The notification on the application has no license plate information of the driver. In case there are several other cars of same model and color in the neighborhood, it would difficult to locate the car.
Yellow level issue: Repurposing existing screen The “Home” screen has now been repurposed to display the on going ride. Disabling the screen to book any other ride, till this ride is complete. This can addressed by initiating a temporary tab next to “My Rides” to “Ongoing” ride.
Red Level Issue: No feedback on journey. The route taken is not highlighted in the application. There is also a small graduate shift in the rider’s image to designate where they are on the route.
Yellow level issue: No interactivity with the map The map is static; user cannot zoom to see exactly where the rider is at any one given moment.
Grey level issue: Non descriptive symbols. When requesting feedback, the application uses non descriptive color coded feedback scale. The user has to interpret what the symbol mean as they are also not following any hierarchical order. Red Level Issue: Text illegible After clicking on the smile symbol the text description. “I thought this driver was exceptional� is illegible
5.5 Phase 5: Cancelling a ride In this phase a ride was setup of carpool and then later cancelled.
Red level issue: No affordance to cancel a ride. When attempting to cancel a ride the user has to click on “Remove Passenger from This Ride” to make any changes to the ride. Once tapped the small menu appears suggesting to remove the scheduled passengers from the ride. After selecting the ride simply disappears from the “My Rides” menu.
Red level issue: No feedback Once cancelled the user has no information what the implications are for rest of the invitees. Since the user organized it does that mean the ride is not going to take place at all, and the invitees have to schedule their own ride.
5.6 Phase 6: Closing and exiting the account Red level issue: Unable to remove card There is no way to remove the credit card information form the system. On clicking remove and trying to save, there is no feedback.
Red level issue: No account closure There no way to close your account and delete it, from the app. And no other alternative seems possible either. As the website also does not allow for
Red Level Issue: Poor navigation The hamburger navigation is disorganized and lack any internal structure. The main features of the application are not accessible through this menu. That is user cannot see the option booking a ride or carpool. No option view what their previous rides have been.
There is redundancy of “Home� button which accessible in the header. The same home button servers no special function and is essential the same as pressing the back arrow button.
5.7 Other Issues There is no upward mobility with the application. Meaning there is no desktop app that supports these function, or extends them. Usually a mobile app is a truncated version of a bigger app on the desktop. This despite the website suggests you can monitor it using the desktop. This functionality would useful for parents or guardians working form office. This allows them to check the ride status for their riders while in a meeting etc.
The “Rules of the Road� break the consistency of the design of the application. The color contrast chosen to highlight important facts are not legible and need adjustment.
FAQ Screen This screen feels like a a separate application within the app. The style is significantly broken and requires user to sign in again. There are new styles of buttons introduced with “Submit a request” and “My requests”
If you happen to click on “Go to full site� the user is directed to the full web version of the FAQs and no way to go back to mobile view. If the user taps the shuddle logo, the site reloads.
6 Report Summary The application has been thoroughly assessed, and violation stated. There significant changes the company would have made to enhance the usability of the app. The 4 Global issues are highlighted, of
32 - Red Level Issue are highlight: Meaning they have to be addressed immediately and
24- Yellow Level issues are highlighted: Meaning within the next few update these issues have to be addressed.
4 - Grey level issues are highlighted: Meaning they are of low priority, but addressing them would make usability experience more enhanced.
6.1 Conclusion After having evaluated Shuddle, immediate overhaul is required addressing major concerns on transparency and readability. There are finer details that have to addressed on almost all screen either independently or in conjunction to another. The user are putting a great deal of trust with sending their kids to travel alone with the stranger. The first line of interaction to build that trust is this mobile application. A desktop based monitoring system is also recommended, since the target population is working parents with multiple dependents. Hence address these concern has to be a high priority for the company.
7. Contact Information Animesh Tripathi Email: animeshtripathi@gmail.com Alternate Email ID: animesh.tripathi@sjsu.edu
Heuristic Usability Evaluation of