Interaction and Design Barriers for Older Adults in Food Delivery Apps: A Usability Study

Abstract

This study aims to evaluate the usability of two Food Delivery Apps (FDAs) available in the market with a sample of older adults. We performed a usability study of basic tasks required to purchase groceries with 12 participants (Mage = 70.92, SD = 4.56). Results showed that interaction experience with both apps was similar. Most participants could perform the tasks, but not efficiently. Tasks that took the longest mean time were adding the first product to the cart and scheduling the delivery service. We found 22 interface barriers for FDA1 and 23 for FDA2. The most frequent errors were caused by a lack of a clear roadmap to guide the purchase process, unclear feedback when adding products, information overload, and difficulty distinguishing interactive buttons from text/icons and mandatory actions from optional ones. System Usability Scale results were below the suggested cut-off point of 68. We provide recommendations that could help design accessible FDAs for older adults and make them easier to use for everyone.

Keywords:

• Food delivery apps
• interface design
• interaction
• usability
• user experience
• UX
• accessibility
• older adults

Acknowledgments

The authors would also like to thank the Programa Adulto Mayor UC for their contribution in disseminating the study in their social media, and all the participants for their time and good disposition.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Data availability statement

Quantitative data that support the findings of this study are openly available in Figshare at http://doi.org/10.6084/m9.figshare.25062887.

Additional information

Funding

This work was funded by the Vicerrectoría de Investigación, Pontificia Universidad Católica de Chile, under the Interdisciplinary Research Fund, 2022 [II202204]. This research was supported by the ANID Millennium Science Initiative Program [ICS2019_024].

Notes on contributors

Begoña Juliá-Nehme

Begoña Juliá-Nehme, is an Assistant Professor at the School of Design and DILAB School of Engineering, Pontificia Universidad Católica de Chile. She holds a PhD in Psychology and a master’s degree in Ergonomics. Her research interests are applied ergonomics, user experience, usability, and inclusive design.

Javiera Rosell

Javiera Rosell, is a professor at the School of Psychology and Social Work at the Pontificia Universidad Católica de Chile and a young researcher at the Millennium Institute of Care Research. She holds a PhD in Psychology and a Master’s in Psychogerontology. Her research focuses on gerontechnology.