top of page
Lyft-Logo

Is Lyft User Friendly? 

Exploring the user's pain points and frustrations while navigating through the app using quantifiable tasks to improve the user experience.

Heuristic evaluation is a valuable method for assessing the usability of digital products. By identifying potential usability issues in the design process, I could make changes that will improve the user experience and increase user satisfaction. The NNG's 10 Usability Heuristics provides a useful framework for conducting a heuristic evaluation and ensuring that all relevant usability principles are considered.

Based on Nielsen Norman Group 

#2: Match between the system and the real world

Problem 
Name : 
Rent car icon
Evidence : 
A mobile prototype of rent page and zoomed in on rent icon
Explanation : 

Rent car icon is not a familiar icon. Most participants failed to navigate to the rent section.

Severity or Benefit 
Ratings : 

5 = Needs immediate attention. Users are failing all tasks related to rent option

Possible Solutions or Trade-Offs :

Alpha- beta testing using texts and a variety of icons to find suitable icons

#9: Help users recognize, diagnose, and recover from errors

Good Aspect
Name : 
"24/7 Support: On-demand Assistance for All Users Needs"
Evidence : 
A phone prototype of my car service page
A prototype of a page showing common issues and more help topics
Explanation : 
The app provides instant assistance regarding various aspects such as parking and  maintenance which is crucial for car renters. 
Severity or Benefit 
Ratings : 

N/A

The app seems more trustable and forms a bond through help in need approach
Possible Solutions or Trade-Offs :

N/A

#3: User control and freedom

Problem 
Name : 
Unable to select preferred routes
Evidence : 
Mockup of the Lyft app interface showing the map, arrival time and cost
Explanation : 
People prefer specific routes based on safety and familiarity, and would like the option to pick it beforehand.
Severity or Benefit 
Ratings : 

2 = Accessory issue. This feature can be introduced during the next update.

Possible Solutions or Trade-Offs :
Show alternate routes and allow a user to pick between them.

#7: Flexibility and efficiency of use

Problem 
Name : 
Important info and general info not categorized
Evidence : 
Mockup of the Lyft app interface showing the drivers information and payment details
Mockup of the Lyft app interface showing the car details
Explanation : 
Details of the rented car is not organized. Users called it "terms and conditions " page and skipped it. They were forced to go back to check the page for crucial information such as documents to be bought​
Severity or Benefit 
Ratings : 

4= Was found to be a noticeable hassle.

Possible Solutions or Trade-Offs :
 Organise information based on priority

My learnings 

  • Heuristic evaluations helped me to identify usability issues and design flaws that may be impacting the user experience. By addressing these issues, designers can improve the app's usability and enhance the overall user experience.

  • By identifying and prioritizing usability issues, heuristic evaluation helps to focus on the most critical design improvements that will have the most significant impact on the user experience.

bottom of page