Tesco Grocery UX Improvements

About the project

I am a loyal Tesco customer and have been using the Tesco grocery app to order the majority of my groceries for a number of years and though it’s better now than it has previously been I have always found the app frustrating to use. Reading some of the reviews on Google Play and Apple’s app store it seems that I’m not the only one (see App reviews below).

Now I have these User Experience skills I have decided to (in theory at least) see if I can fix some of the issues that people are experiencing. I can’t actually fix them as I don’t work for and have no affiliation with Tesco but it would be nice to see that I could.

Competitive Research

Tesco has the largest market share of all the biggest Grocery retailers at 26.9% in September 2019, the other three in the ‘big four’ are Sainsburys at 15.3%, Asda at 15.1% and Morrisons at 9.9%, all of whom have their own grocery shopping apps on Google play and Apple’s app store.

 (Source https://www.statista.com/statistics/280208/grocery-market-share-in-the-united-kingdom-uk/)

App Reviews

When shopping through my favourites, there is no option to select “rest of shelf”, like there is on the website. For instance, I recently tried and liked some Tesco crisps, but want to try another flavour this time – there is no options for this, like there is on the website on mobile.

Android user

‘My favourites’ seem to include every damn thing you have ever bought. As there are a number of people in our house with Tesco cards for the same account, ‘my favourites’ includes every chocolate bar bought at a service station, which means that on a regular basis i spend half an hour deleting items from the favourites list.

iOS user

1. Favourites list refreshes to first page when phone wakes. 2. Can see offer validity date only in product details, not in items list. 3. Detailed nutrition info takes several more taps to access. 4. Impossible to edit favourites – select 70 to delete, it removes only 10! 5. Basket value in tiny font. 6. Hard to spot whats already in the basket when scrolling lists quickly.

Android user

The sizes of certain products need to be shown clearer in the pictures as larger or smaller sizes not just in tiny small print next to them with the picture the same size in look at the whole range such as olive oils etc.

iOS user

The users

As well as reading the reviews left in the two app stores, I also interviewed a few users of the app, from these I created the following Personas.

The Problems

From my investigations I have found that users of the Tesco Grocery app have the following problems:

Products

• When shopping, there is no option to look at the “rest of shelf”, like there is on the website
• Can’t see all products info (offers, nutritional information) in one go, have to tap on multiple links
• Very tiny text on screen, making it difficult to read with less than perfect eyesight, especially item size/weight

Favourites

• The favourites section is a list of everything that is purchased at Tesco from any card linked to that account
• Can’t remove favourites in bulk, it just doesn’t work, most of the selected items don’t get deleted
• Can only remove an item as a favourite in the favourites section
• When editing favourites, the filter button does nothing. So there is no way to filter a long list of potentially hundreds of items

Search

• The search results are not always very relevant
• The search could do with being a little more fuzzy, so cream cheese should show soft cheese, not double cream and cheddar cheese
• The search should bring up the Tesco equivalents of branded product names
• Could do with some more advanced searching options to help filter the search to a particular category or relax the search to everything in that category

Some of these problems are more based on the logic used by the system, which I won’t be able to fully understand, so I plan to solve the ones in bold.

Prototype

As this is an update of an app currently in use and I’ll mostly only be updating some areas/elements of the screens, I decided to skip wireframes and work straight on editing the screenshots that I have taken.

Products

Favourites

Search