HEURISTIC EVALUATION

REPORT OF
MOBILE APPLICATION OF
UBER
Positive Findings:
 During the assessment procedure of the Mobile application of UBER, there were
numerous positive discoveries found using Nielsen's Usability Heuristics. A couple
of the positive discoveries that were found have been recorded.

Error Prevention: Consistency and Standards: User Control and Freedom:

It shows a pop-up dialogue before
you are canceling a ride and also
show pop-up if you are continuing
without seeing the fares.
Its UI is consistent for entire
application and for all OS for
iPhone and Android it is same.
I can go back and forth between
different pages and can easily cancel
a ride. It can automatically detect the
location but you can also add location
manually. You are able to schedule a
trip.

Visibility of system status: Flexibility and efficiency to use:

You can easily book a ride by just
entering the pick-up point and
drop-off point and it shows you
how much you have to pay and
how much time the rider will take
to come to our place.
You can easily book a ride at you
home and can chat with the driver
using in-app chat and you can even
call a driver number masking. It also
provides you 24hrs service.

Match between system and real

world:
Icons and terminology are clear
and easy to understand as they
are picked from real world
vocabularies.

Negative Findings:
1. Visibility of system status:
When you accidentally booked a ride or booked ride without seeing the fare even if the drive
don’t want to take the ride you have to cancel the ride.

Task When customer cancels a ride.

Issue You have been charged with a fare even you cancels the ride.

Recommendation There must be a timer within which you can cancel a ride without
being charged.
2. User control and
freedom:
Whenever the user tries to login the account with registered number but forget its
password, it will not open that account.

Task Opening account with already registered number but forget its
password.

Issue It sends the code but after setting the new password application
says there is an account registered on the number.

Recommendation They should update their database on runtime and change the
password of the account to new one when user enters the new
password and immediately logs in with the number.
3. Flexibility and efficiency of use:

The app is unable to show the actual time of arrival of driver if the customer is in hurray he
have to wait a lot for the ride to come and pick him up.

Task Finding nearby driver.

Issue Most of the times they connect you with captain who is
completing nearby ride, they gave you estimate time and they
never arrive anywhere near of that time and also sometimes after
that time captain cancels the ride.

Recommendation They should give an option to driver to send voice message

to ask us where we want to go so he can accept or cancel
the ride immediately and they should optimize their route
calculating algorithm accordingly with runtime traffic
situation.
4. Consistency and standards:

The map shows wrong location of driver.

Task Driver location animation

Issue When we look for the driver on map their location is not updating
correctly and doddering everywhere.

Recommendation They should ensure that their drivers have proper internet
connection and so that the customers shouldn’t have to suffer
from this problem.
5. Aesthetic and minimalist design:

For adding a promo code there must be an icon on the first screen so the user will not have to
find it.

Task Adding a discount offer.

Issue When customer wants to add a promo code they have to go to

menu and select payment and in their they have to go all the way
down to add promotion.

Recommendation They should give shortcut when booking a ride there should be an
option to add a discount code right there.