Investigating the User Experience and Challenges of Food Delivery Applications for the Blind and Visually Impaired

Abstract

In recent years, the revenue of food delivery services has grown rapidly, and the market has continued to expand. However, most of the current research on food delivery services has been focused on the commercial sector and was aimed at the general population. However, there are only limited studies on the user experience and challenges of food delivery services by people who are blind or visually impaired (BVI). To address this gap, this preliminary study conducted an online survey with 166 participants and a semi-structured interview with 12 BVI individuals. The study results revealed the basic usage habits of BVI people experiencing food delivery services and they have been summarized into two major challenges: 1. usability and accessibility of food delivery apps, 2. service design issues. Limitations and various implications for future research on food delivery services are also discussed.

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