How COVID-19 forced delivery apps to change
Quickly adapt os food delivery apps to COVID-19
Usually, we identify corner cases through immersion, research or tests. In this case, for many validations that we did, it was impossible to foresee the current scenario, where users do not have mobility nor can have physical contact due to quarantine and confinement. With the aim to document this exceptional situation, we encouraged the team to take screenshots of different apps to see how they dealt with the coronavirus scenario.
Designing a solid product or service implies planning experience without black holes, in which all problems and exceptional situations are solved or redirected. Companies that offer delivery services are some of those that have had to quickly adapt their user experience to this exceptional situation caused by the global spread of COVID-19. This UX case study analyzes 12 delivery service apps to see how they’ve adapted their user experience to this current situation.
Let’s start with the food delivery apps! We took a look at the apps we use the most: Deliveroo, JustEat, 2good2go and AquaService. All four of these apps focus on the user’s security by implementing contactless delivery while also improving employee safety.
UX changes in online clothing stores
Online clothing apps all have a different user experience. While Shein focuses on security, Asos, Oysho and Pull & Bear give discounts and free delivery and extend their return period to 30 days after store reopening. There is one thing to highlight about Oysho’s user experience: it is the only app that has gotten in the shoes of its user and created a section in the app where they share workouts with the hashtag #OyshoTrainingAtHome.
One of the best user experience practices delivery apps used was to focus on the users’ security by changing their delivery method to contactless delivery and also by giving tips and information on how to prevent the spread of COVID-19. But online clothing stores used a different strategy, they offer compensation to the user in the form of discounts and free delivery.
Of all the apps we analyzed in this article, only one got in the shoes of its user: Oysho. This app created workout content to help its users stay fit when in confinement.
Different UX strategies for product delivery apps
To see how product delivery UX changed in response to COVID-19, we chose 4 types of apps: Glovo (all types of products), Wallapop (new and used goods), Amazon (all types of products) and Ikea (household products).
Product delivery apps use a totally different strategy for food delivery apps. Glovo focuses on the user’s health and gives free delivery on parapharmacy products. Wallapop, instead of changing their service or giving something for free, they send a message to make sure people stay safe at home. Amazon, to fight misinformation, this app helps the users with their doubts. On the other hand, Ikea changed their service to only online and closed all their shops.