TYPE:
SCHOOL PROJECT
TIME:
FIRST SEMESTER
CLASS:
USABILITY TESTING
PROFESSOR:
YVES RANNOU
How do I fix Freshii app based on users' struggles
overview.
This project began as a school assignment and evolved into a full UX case study on improving the Freshii mobile app experience. Our goal was to identify usability issues that disrupted the ordering flow and propose design solutions that make the process faster and more intuitive for users.
method.
Through heuristic evaluation, usability testing, and several design iterations, we transformed the app from research insights to a functional, high-fidelity prototype.
problem.
Heuristic Evaluation Findings
Our initial heuristic evaluation revealed several major usability issues:
Users were forced to customize every item before adding it to the cart, even when they wanted the default option. This made the ordering process unnecessarily long and repetitive.
Duplicate items appeared in different menu categories — one listed as free and another as paid — which confused users and caused frustration when they noticed the inconsistency later.
Usability Testing Findings
We conducted 8 usability testing sessions with target users to observe their real interactions. Five key problems emerged:
Navigation confusion — Participants thought the “Next” button would add the item to the cart, but it only advanced the customization process.
Price clarity issues — Users struggled to tell which toppings or items were free versus paid.
Location change friction — Users couldn’t easily change their store location during checkout.
Order resets — Changing the location often caused the cart to reset or required reordering.
Offer usability — Every participant had trouble understanding or applying promotional offers due to unclear placement and labeling.
solution.
Use Flow
Early sketches explored simplified navigation and clearer visual hierarchy for menu categories and customization options.
Sketches
Early sketches explored simplified navigation and clearer visual hierarchy for menu categories and customization options.
Low-Fidelity Wireframes
We focused on streamlining the ordering flow — making it possible to quickly add standard items without forced customization, and improving visibility for promotions and pricing.
High-Fidelity Prototype
The final prototype introduced:
A quick add-to-cart option for standard items
A refined customization flow with clear progress indicators
Consistent pricing visuals
A persistent store location selector
An accessible “Apply Offer” section with clear instructions
Customers can now select an item from the menu and add it directly to the cart without going through unnecessary customization steps.
In checkout, they can easily change their store location without losing the items in their order.
The new design also allows customers to apply available offers instantly within the checkout section, making the overall experience faster and more convenient.
