Abstract
Aim: to test and compare sites of transport and logistics companies on the ease of use and speed of processing orders, analysis of compliance with the proposed service users, the proportionality of user expectations and the result obtained, as well as the presence of problematic points in the ordering of express delivery.
Materials and Methods: to conduct experimental qualitative research we used the methodology of remote moderated testing and a survey of subjective user satisfaction based on the questionnaire SUPR-Q, which was adapted for our study.
Results: the research produced a generalized user path map for each company, which reflects the user's points of interaction with the interface, their motivations, emotions, barriers and drivers at each stage of the express delivery order.
Conclusion: As a result of the study we were able to identify a number of errors in user scenarios on the sites of express delivery companies, eliminating these errors and improving the interface of the sites will allow companies to improve the user experience.
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