MyBluebird Heuristic Evaluation

I was applying to a job as a UX Researcher back in January this year. The technical test was to do a heuristic evaluation on MyBluebird App—an app to book a ride. Unfortunately I didn’t hear more since submitting my result of the study. So, here is the report. It’s better I’m making it see the light rather than leaving it dry on my cloud right?

Project Details

Research Project StartMonday, 31 January 2021
ResearcherArman Muhamad 
Prepared for[recruiter]

Research Brief

Research BackgroundBlue Bird Group is an Indonesian transportation company based in Jakarta. Established in 1972, the company is known for its Blue Bird taxicab service as well as other transportation services. Blue Bird Group has an app called MyBluebird—an app to book a ride from an Android or iOS smartphone.
Research QuestionsWhat are the pains and needs of the users?How might we improve the app to address the pains and the needs? 
Desired ImpactImprove the experience of MyBluebird app.
MethodsHeuristic evaluation
Timeline31 January – 3 February 2022
Details for timeline, see Appendix: Timeline

Appendix

Timeline

  • Research planning: 31 January
  • Conducting research: 1 February
  • Synthesis: 2 February
  • Reporting: 3 February

Research Procedure

Heuristic evaluation will be made use of to get the overall review of the MyBluebird app.

Result

The app version is 5.17.0, tested on Android platform. The device for the evaluation is Samsung Galaxy A50. 

Heuristic Evaluation

Due to the nature of the project that only has one evaluator, I decided to just use 1-4 rating scale instead of 0-4. The following ratings are:

0 = I don’t agree that this is a usability problem at all

1 = Cosmetic problem only: need not be fixed unless extra time is available on project

2 = Minor usability problem: fixing this should be given low priority

3 = Major usability problem: important to fix, so should be given high priority

4 = Usability catastrophe: imperative to fix this before product can be released

The result of evaluation:

HeuristicIs the heuristic violated? How? (Severity)
1. Visibility of system status
The design should always keep users informed about what is going on, through appropriate feedback within a reasonable amount of time.
No explanation why the app needs location service. (2)

No explanation why the app needs to make and manage phone calls. (2)
2. Match between system and the real world
The design should speak the users’ language. Use words, phrases, and concepts familiar to the user, rather than internal jargon. Follow real-world conventions, making information appear in a natural and logical order.
The taxi number meaning is confusing, it might mean the unique numbering that the taxi is given or its licence plate. (2)
3. User control and freedom
Users often perform actions by mistake. They need a clearly marked “emergency exit” to leave the unwanted action without having to go through an extended process.
Any textbox on the sign-up step can’t be edited by manually moving its cursor. (3)

The cancellation button is too small and the design is a clickable text rather than a button. (2)
4. Consistency and standards
Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.
Style consistency for illustration on screens like Easy Ride, Payment Options and Promotions (1)

The Call button on the Contact Centre has an icon on its right. (1)

i.saku icon is stretched. (1)

Consistency on some wording. (1)
5. Error prevention
Good error messages are important, but the best designs carefully prevent problems from occurring in the first place. Either eliminate error-prone conditions, or check for them and present users with a confirmation option before they commit to the action.
Button on Easy Ride to check taxi number. (2)

Prompt to add at least 1 non-cash payment. (2)
6. Recognition rather than recall
Minimize the user’s memory load by making elements, actions, and options visible. The user should not have to remember information from one part of the interface to another. Information required to use the design (e.g. field labels or menu items) should be visible or easily retrievable when needed.
N/A
7. Flexibility and efficiency of use
Shortcuts — hidden from novice users — may speed up the interaction for the expert user such that the design can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.
Even though the account is newly registered, the destinations suggested are just too far. (2)

The suggested destination on the Set Destination screen is the same and / or similar to the pickup address. (2)

Cursor when adding pickup manually is located on the first character and no option to clear. (2)
8. Aesthetic and minimalist design
Interfaces should not contain information which is irrelevant or rarely needed. Every extra unit of information in an interface competes with the relevant units of information and diminishes their relative visibility.
Grammarly wrong or out of context words and phrases. (2)
9. Help users recognize, diagnose, and recover from errors
Error messages should be expressed in plain language (no error codes), precisely indicate the problem, and constructively suggest a solution.
No reason shown as to why the page is not loaded. (2)

Error when accessing terms and conditions from the booking screen. (4)
10. Help and documentation
It’s best if the system doesn’t need any additional explanation. However, it may be necessary to provide documentation to help users understand how to complete their tasks.
No documentation on steps on booking process alongside #TetapTerjaga campaign. (2)

Improvement Suggestions and Alternatives

As the issues arise from the heuristic evaluation, here are the opportunities to improve the app.

#IssuesSeveritySuggestions and Alternatives
1The taxi number meaning is confusing, it might mean the unique numbering that the taxi is given or its licence plate.2Make the illustration on the Easy Ride to show which number to input.
2Any textbox on the sign-up step can’t be edited by manually moving its cursor.3Make the textbox have a keyboard cursor.
3The cancellation button is too small and the design is a clickable text rather than a button.2Make the clickable text to be a button but not necessarily a primary one.
4Style consistency for illustration on screens like Easy Ride, Payment Options and Promotions1Replace the illustration to reflect the same style with other screens rather than icons.
5The Call button on the Contact Center has an icon on its right.1It might be better to standardise the icon to be on the left like any other buttons.
6i.saku icon is stretched and other icons are too small1Make the icon fit to the space rather than stretched and change other to the simplified icons.
7Consistency on some wording.1Fix the consistency.
8Button on Easy Ride to check taxi number.2Disable the button if the number is empty, the number is wrong or the non-cash payment method is not set.
9Prompt to add at least 1 non-cash payment.2Make the prompt to be a non-closable dialog rather than error toast.
10Even though the account is newly registered, the destinations suggested are just too far.2Suggest locations near the user or don’t suggest any destination for a newly created account.
11The suggested destination on the Set Destination screen is the same and / or similar to the pickup address.2Make sure that the suggestion is based on the textbox that is being selected.
12Cursor when adding pickup manually is located on the first character and no option to clear.2Make the cursor to the last character and add an icon to clear.
13Grammarly wrong or out of context words and phrases.2Fix the grammar and the context.
14No explanation why the app needs location service.2Though it is a ride service app, it’s good to have a brief explanation before asking location permission.
15No explanation why the app needs to make and manage phone calls.2Though it is a ride service app, it’s good to have a brief explanation before asking for call permission.
16No reason shown as to why the page is not loaded.2Inform the error clearly. e.g. the WiFi/Data connection is turned off.
17Error when accessing ‘i’ icon (terms and conditions) from booking screen.4Most likely an error on the backend side of things. e.g. when I tried accessing bluebirdgroup.com/en/terms-and-conditions/ gave me the same error page, it should be https://www.bluebirdgroup.com/terms-and-conditions/
18Documentation on steps of booking process is better to have rather than #TetapTerjaga campaign.2Add a new section explaining the booking process briefly.

Illustrations

To get a better idea, here I attached the illustrations to point out the issues and  the suggestions and alternatives.

Make the illustration on the Easy Ride to show which number to input.
Make the textbox have a keyboard cursor.
Make the clickable text to be a button but not necessarily a primary one.
Replace the illustration to reflect the same style with other screens rather than icons.
It might be better to standardise the icon to be on the left like any other buttons.
Make the icon fit to the space rather than stretched and change other to the simplified icons.
Fix the consistency (More example is the same like on #13): Capitalised Title; Noncash (payment) / cashless (payment); Utilisation of period “.”; Shorter wording; Indonesian / English
Disable the button if the number is empty, the number is wrong or the non-cash payment method is not set.
Make the prompt to be a non-closable dialog rather than error toast.
Suggest locations near the user or don’t suggest any destination for a newly created account.
Make sure that the suggestion is based on the textbox that is being selected.
Make the cursor to the last character and add an icon to clear.
Fix the grammar and the context.
Though it is a ride service app, it’s good to have a brief explanation before asking location permission.
Though it is a ride service app, it’s good to have a brief explanation before asking for call permission.
Inform the error clearly. e.g. the WiFi/Data connection is turned off.
Most likely an error on the backend side of things. e.g. when I tried accessing bluebirdgroup.com/en/terms-and-conditions/ gave me the same error page, it should be https://www.bluebirdgroup.com/terms-and-conditions/
Add a new section explaining the booking process briefly.

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