(Original menu with multiple categories)
Initial research began by reviewing The Original Pantry's website interface and comparing it against accepted usability principles—Nielsen's Heuristics.
Los Angeles has many notable and historic eateries—within a 5 to 7 radius of The Original Pantry, there are competitors that open 24 hours and others that are just as famous. In order to understand what these restaurants are doing and what they provide, we evaluated every single one of their pages and laid out the features they have that the Original Pantry didn't.
Almost all had some feature of placing orders through their site, an app, or a third-party delivery site.
We documented and observed in context users' behaviors and pain points as they navigated through the website and talked their process. Afterwards, we conducted more structured short interviews with the same users to have them share how they felt about the entire experience.
Not only were the feedback about the website's structure, but a lot pertained to the website's entire interface not being functional due to technical problems.
— “The concept behind the website was cool but by the end, I feel it wasted my time and wasn’t worth it.” (Participant #3)
— “I wish they changed the menu format.” (Participant #6)
— "Sometimes I'd like to order my food ahead online when I don't have time to sit down and eat." (Participant #2)
— "It's too bad they don't have a delivery option given it's a place that's so well known around here." (Participant #4)
BEHAVIORS: frustration, refreshing the page, multiple clicks
— "Um, I can't even get past this black screen." (Participant #4)
— "What I want rarely shows up even after selecting it several times." (Participant #5)
— “That was frustrating. Who still uses Flash these days on websites?” (Participant #1)