I am a frequent client of Pagliacci Pizza. I love the thin tossed crust and their variety of assorted mouth-watering ingredients. I had experienced the ordering process in-store, online, and now I am trying their App for the first time. My order is always a half and half pizza, this means two different flavors in the same pizza. While ordering online was a straight forward process, ordering a half and half pizza using the mobile App was really frustrating.
After 3 attempts I figure it out. Yes, I could have been able to get my pizza as I wanted but I could not escape the feeling of being dumb so I decided not to place an order. This App may be super clever but users might not get it. Let's help Pagliacci Pizza to stop confusing their users and start guiding them instead.
I would like to clarify that I am doing this for the sake of user experience, I did not participate in the design process of Pagliacci's mobile App, and I truly believe they deserve a second chance because their product, as well as their customer service, meet my expectations 100% of the time.
Recommendations
Feedback on progress towards the goal:
As the pizza illustration shows the user the number of slices per size, that you are ordering a whole pizza or a half & half pizza, Pagliacci could show a change in the illustration as the user customize each half of the pie.
Be coherent with the process of ordering online vs. mobile:
As Pagliacci’s website was established prior to the mobile App, the users are already familiarized with the shopping experience online. Users expect the same level of simplicity, if not improved.
Review titles and labels:
Ordering a half and half pizza might be perceived as a customization process. The start customizing button in the app does not allow you to do so. An analysis of tasks such as create your own pizza, order a whole pizza, and order a half and half pizza might lead to better communication with the user.
Reconsider the use of a slider for selecting the size:
There are only 3 sizes. As there are no values in between, the metaphor of a slider is not applicable in this scenario. It could be just the 3 circles working as radio buttons, where only one option can be selected. It could also be a drop-down menu.