Resy
As part of a group project, I worked with my team to conduct a usability test for the Resy iOS app, with the goal of making suggestions to improve overall user experience on the app. Through this research, my team and I identified pain points and recommended adjustments such as a functional search field, personalized recommendations, and a visible "back" button to enhance usability and increase customer satisfaction.
The Context
Our usability test was conducted on Resy, an American-owned, online restaurant reservation service founded in 2014. The platform aims to manage restaurant reservations, offer guest experiences, and highlight venues, and does this by working directly with restaurants while providing content for users. Resy is currently operating in 23 major cities in the United States, as well as international cities such as London, Sydney, and Toronto.
The Problem
Resy seeks to be an experience app, but when compared to competitors, it was not offering the most seamless and accessible experience to its users.
Our goal was to use data obtained through usability testing to understand the ease of navigation for a user when searching for restaurants, looking up information that contributes to selecting a restaurant (menu, ambiance, ratings), and making reservations on the Resy iOS app. We also wanted to obtain feedback on the overall experience when using the app.
Our Approach
We conducted remote usability tests that lasted approximately 30 minutes each, using zoom. To ensure that our participants matched Resy's ideal user base, we used a screener. Participants who did not dine out frequently, never made reservations when dining out, or did not have an iPhone were not selected as candidates for the test. All participants were read scenarios and asked to complete a series of tasks that related to the scenario.
Scenario 1: Searching for a Restaurant - You are looking for a restaurant to go to dinner with a group of friends. You want a place with a warm atmosphere, good food, and can accommodate a group of 4 people.
Task
Search for a restaurant using 2 filters of your choice
Scenario 2: Searching for Information - Gather information about the restaurant you just found before making a reservation. Search for details, such as menu, ambiance, and ratings to determine if it is a good fit for your group.
Tasks
Find the menu, Find information about ambiance. Find rating details
Scenario 3: Making a Reservation - You have found the perfect restaurant for your dinner. Make a reservation for 4 guests between 6pm-8pm. Your ideal dates are next Wednesday or Thursday evening, because that is when everyone in your group is free.
Tasks
Make a reservation, Modify the reservation to add 2 guests joining your party
Our Findings
We calculated that the Resy iOS app had a SUS Score (system usability score) of 45, meaning that it was considered "not acceptable" in terms of usability, falling below the typically accepted score of 68. Users of the Resy app would likely be detractors and would actively tell others not to use the app due to the experience.
Our Recommendations
Based on the data from our research, we recommended that the search options be simplified, and offer key search fields such as cuisine, restaurant name, or ambiance type that “stick”, so users do not have to retype information in the search field. Additionally, a map feature that populates as the user scrolls will be beneficial when users are looking for restaurants based on distance or desired neighborhood.
An expanded star rating scale, which includes categories such as ambiance, service, and quality of food would provide more insights at a glance to help users make an informed decision.
An integrated menu and required minimum of 5 photos will reduce the likelihood of users leaving the app to find important information that could impact their decision to reserve. And finally, showing all available time slots on the screen, rather than scrolling to view.
By adding these features, users will be able to search for restaurant options, find information and book reservations more efficiently, and have a more enjoyable time doing so! Below you will see a mock up of recommended features:
