Improving the Online Ordering Experience for Papa Johns Pizza

Project: The leadership team at Papa Johns Pizza had a desire to conduct a usability study on the current website papajohns.com. They wanted to understand if the current website was serving their customer’s needs or if improvements can be made to drive more sales.

Approach: Qualitative, one-on-one task-based usability interviews were conducted. Teams used a combination of in-person and remote interviews dependent on user location to the moderator. Interview data and usability notes were analyzed and synthesized for final recommendations presented in this report.

Lessons Learned: This project was my first opportunity to conduct an in-person usability study and the first time that I was able to watch other interviews by my research peers to see their methods to speak with their participants. There will never be a perfect interview and there will always be things you wish you could go back and do differently, but this was a great lesson in remaining objective and not helping the participant through their tasks, but watching and asking questions to understand what they were thinking as they went through the website.

*This project was a part of my studies during at Kent State in the User Experience Design program.