Usability Evaluation of Online Food Delivery Applications in Bangladesh: A Comparative Study

The online food order and delivery service is becoming a very popular web-based application in Bangladesh. These days, a growing number of individuals are interested in ordering a variety of foods online. In addition, people are looking for quality food that they can purchase whenever and wherever they want. Online food delivery services are required to be intuitive, user-friendly, and accessible to increase their acceptability in Bangladesh. Therefore, the objective of this study is to explore and assess the existing online food delivery apps in Bangladesh and identify the best application from a usability perspective. To attain these objectives, four online food delivery apps (Food Panda, Hungrynaki, Pathao Food, and efood) were evaluated through Heuristic Evaluation, Cognitive Walkthrough, and System Usability Scale (SUS). The study's findings showed that each app has a number of usability issues requiring to be resolved in order to improve acceptance. The results indicated that from heuristic evaluation, Food Panda had the most number of problems and Hungrynaki had the least number of usability issues; from the cognitive walkthrough perspective, Food Panda and eFood was the mostly usable application; and from SUS evaluation score, Food Panda achieved best score from the users. Overall, Food Panda is the best application from the usability perspective.