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MealPal: Portion Size Case Study

 

The Problem

Customers have been complaining about the portion size of the meal to the CX team and on social media that it did not meet their expectations and that the photos were deceiving. 

Hypothesis

We believe that by adding the portion size information to the meal details it will help set a correct expectation for the user and help improve customer’s satisfaction.

User Testing 

Sample size: 10 Users - 5 Women, 5 Men

Create a quick prototype showing 3 different meals;

  • The first one is a popular meal that clearly shows a large portion in the photo

  • The second one is a Poke, which people usually knows that the portion is small

  • The third one is the meal that we heard the most complaints because the photo looks like it has a large portion

PortionSize-casestudy.png

First step, we ask a user to look at the meal photos without any portion size information to see what the perception is.

Second step, we show the actual portion size information and observe the user's reaction.

Third step, we show a retail price on a meal that has a smaller portion and ask whether that would change the user’s decision to order that meal.

Hypothesis on Showing a Portion Size

We believe that the user cares about a portion size when ordering a meal.
We will know that this is true if the user said that the information about the portion size is helpful to them.

Result: ​10 out of 10 found the info to be useful

Hypothesis on Showing a Retail Price

We believe that a retail price could have a positive impact on meals with lighter portions and could be the deciding factor for the user.
We will know that this is true if the user said they would order the meal because of the higher retail price.

Result:​ 5 out of 10 found the info to be useful, 1 person would try the meal because of the high retail price, 1 person found the info to be very negative because the restaurants usually give a smaller portion to MealPal users.

Findings

  • 10 out of 10 found the portion size information to be useful

  • 5 out of 10 was surprised by the portion size on Meal #3 (Aztec Pulled Pork)

  • 5 out of 10 found the retail price information to be useful

  • 1 out of 10 said she would “try” the meal out because of the high retail price

  • 1 out of 10 strongly said that the retail price would be negative for her because the restaurant usually does not give a normal portion to MealPal users

  • 3 out of 10 mentioned seeing rice in the photo means meal is a large portion

Final Product

We have included the portion size and the retail price on all meals and have found that there were less complaints to the CX regarding this issue and our net promoter score has gone up in a period of 1 month after this feature was added.

View the final screens here.