At Baymard, we’ve just released a new UX benchmark with 8 “Food Delivery & Takeout” UX case studies.
This follows our large-scale user testing on Food Delivery & Takeout UX and adds to our existing ecommerce UX benchmark.
In this article, we give you a snapshot of the overall UX performance.
8 Food Delivery & Takeout UX Case Studies and the Overall Performance
These are the 8 in-depth Food Delivery & Takeout UX case studies.
The 8 mobile sites and apps have been manually assessed across 390+ research-based UX parameters relevant to Food Delivery & Takeout, resulting in 3,100+ weighted UX performance scores and 1,900+ best practice examples from these mobile sites and apps.
Each of the 3,100+ UX performance scores from the 8 case studies is summarized in the interactive scatterplot below — showing you how they perform collectively and individually:
The overall UX performance of the Food Delivery & Takeout sites and apps ranges from “poor” to “mediocre”.
What is missing is almost everything specific to this industry, rather than borrowed from general retail.
Repeat ordering was undersupported despite its importance within the industry.
With no route to past orders from the homepage, and order histories too sparse to identify them by, one of the most common things a customer does here was also one of the least accommodated.
Dietary and customization needs had no supported path at any decision point.
Category-specific filters were absent throughout and customization options went undescribed on the item page, leaving allergy and restriction constraints needlessly difficult to resolve.
Orientation and return paths failed at every step of the ordering flow.
Scope markers, breadcrumbs, and back-paths were missing throughout, so going one level deeper meant losing any reliable way back out.
Furthermore, fulfillment timing and tipping were presented without the detail needed to commit.
For an ecommerce industry built on habitual reordering from a phone, often under time pressure and dietary constraint, these are not refinements but the substance of the task.
As this benchmark shows, with no sites delivering even a “decent” or better overall user experience, there is plenty of room for improvement.
A publicly available overview of the research and benchmark can be found on our Food Delivery & Takeout UX research overview page.
Getting access: all 3,100+ UX performance scores, 1,900+ best practice examples, and the UX insights from researching the Food Delivery & Takeout ecommerce industry are available immediately and in full within Baymard. (If you already have access through an account, open the Food Delivery & Takeout.)
If you want to know how your food delivery or takeout mobile site and app performs and compare, then learn more about getting Baymard to conduct a Food Delivery & Takeout UX audit of your site.
