Improving Usability of Mobile Application: A Case

Study of Uber Application

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Table of Contents
Abstract........................................................................................................................................................ 1
Introduction ................................................................................................................................................. 2
Literature Review ......................................................................................................................................... 3
The Internet and the Network ............................................................................................................... 3
Uber as an Application ............................................................................................................................... 3
Usability ................................................................................................................................................... 4
Usability Evaluation Method ..................................................................................................................... 5
Inspection Method ....................................................................................................................................... 5
Heuristic Evaluation ............................................................................................................................... 5
Cognitive Walkthrough .......................................................................................................................... 5
Empirical Testing ........................................................................................................................................ 5
Diagnostic Recorder for Usability Measurement ..................................................................................... 5
Usability of Uber as a Mobile Application ................................................................................................ 6
Research Methodology ............................................................................................................................... 6
Uber’s Usability Evaluation ....................................................................................................................... 6
Visibility of System Status ...................................................................................................................... 6
Correspondence between the system and the real world .................................................................... 6
User control and freedom ....................................................................................................................... 6
Consistency and Standards .................................................................................................................... 7
Error Prevention ..................................................................................................................................... 7
Recognition and not remembering ........................................................................................................ 7
Flexibility and Efficiency of Use ............................................................................................................... 7
Attractive and Minimal Design.............................................................................................................. 7
Help User to Recognize, Diagnose and Rescue form Errors ............................................................... 7
Help and documentation ........................................................................................................................ 7
Questionnaire Evaluation Method ........................................................................................................ 8
How to make a design usable? ............................................................................................................. 10
Benefits of Usability .............................................................................................................................. 10
Recommendations ..................................................................................................................................... 10
Conclusion ................................................................................................................................................. 11
References .................................................................................................................................................. 12

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Abstract
Technology is ubiquitous and many software applications are there to help the people in many
ways. But usability is a major contributor in building a successful application. As usability of
software application defines how easy to learn it for the users. Where everything is now shifting
to the digital world people are also using technology to reach their destination in less time with
lower cost. Also, give a secure trip with the facility of instant payment transaction.
This paper defines the usability of computer networking system also the usability evaluation
methods which can help the developer to make amendment in the existing system and make it a
successful one. Also, considers the usability while developing the new system. This paper also
highlights the problem that the application is facing right now regarding usability. And the
recommendations are also embedded here.

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 Improving Usability of Computer Network Systems: A Case Study of Uber Application
Introduction
Usability is a measuring object to test any
product like websites, software and mobile
applications. It helps to achieve the define
goals effectively and efficiently. If the
usability of a product is productive then it
deemed to be learned easily also satisfied the
desire results. User has a great importance in
usability design as it considers that who is the
user, what the background of the user is and
how the user will deal with the tasks also
what are the options available for
maintenance. There are many methods to
assess the usability like testing, inquiry and
prototyping.
As internet is growing rapidly over the world.
Computer network system is very foundation
of any project now a days. The most avowed
example of computer networks these days is
internet. It has been a long time when
computers and network systems were used
for academic purposes and for electronic mail.
[1] But now the computers are used for
business purposes and for the communication
with the clients. Computer network system
can be described as the collection of
computers connected with each other for the
exchange of digital information and
resources. [2] A computer network system
not only manage the user’s data but also so
integrated to generate, analyze, store and
distribute the data in no time. It also helps to
get the idea what are the user’s needs, what
are the user’s interests and give the real time
connection. [3] Also, customers and users get
instant notifications because of web server
database and central computer systems. [3]
There are several type of computer systems
that distribute data over a network. But some
are specifically used for business purposes
and called “enterprise networks”. These
computing systems distribute code and data
over several data processor systems,
structures and storage devices. These are
used to distribute data over geographically
diverse locations. [4] So, computer networks
are the complicated one as more application
is required, more data to deal with and most
importantly more geographical distribution.
By following the above information about
computer networks, we get that without the
element of usability our network system
cannot work for a while. Since usability
determines that how much our user is
satisfied from the system and how effectively
our network system is running? And we can
estimate the efficiency of our system by using
the usability evaluation methods.
The characteristics of computer network
system that need to be tested in the usability
are: share-ability (resources can be share
from one computer to another) execution
time (by measuring the speed of data
transmission) reliability (other available
options in case of failure) security (protecting
the data from unauthorized access). Also, if
the network system is administered
efficiently and at the same time responsive
while solving the problem then nobody can
question its productivity.
The intent of this research paper is to explore
the usability of computer network systems by
adroit measuring and user testing. In purpose,
to help the developers to make an efficient
network system and further improve the
(uber-application) which undergoes the
problems the both on administer and user
sides.
This paper is summed as follows: Section
One gives the introduction of the topic.
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Section Two provides the literature review on
the internet, computer networking system,
usability and usability evaluation methods.
And the Section Third highlights the
recommendation for the given problems.
Literature Review
The Internet and the Network
The internet is a global network system. Also,
the most successful example of computer
network system. Internet protocol efficiently
do the load balancing to optimize the packet
transferring and minimize the delays. The
transfer control protocol also provides the
reliable connection for the communication of
messages across the cluster of connections.
[5] As, internet not only used by students, for
communication purposes but also basis of
any business these days. The e-commerce is
booming due to efficient networking and the
industry is now rapidly shifting to the internet.
And internet is providing the businessmen
the best ways to communicate with their
users. In past, network system was consisted
one or more computers connected to share
resources, information, files and for digital
communication. And was linked through
cables and telephone lines. But with the
advancement, of technology satellites and
infrared light beams are there to speed up the
communication and reduced the possibility to
miss the target. As more traffic grows over
the internet so Virtual Private Networks is
there to deal with the far-flung connections
and provide the services without interruption.
[5]
As internet is the best possible example of
computer-based network system in front of
all. Owing to less resources and
administration problem most of the network
system on the smaller level are failed to
achieve their targets and are facing the
usability issues. So, by using new techniques
and potent tools one can easily achieve the
required target.
The Uber was first taxi application founded
in March 2009 San Francisco. This
application uses CoreLocation framework to
locate the user. Mapkit is used to provide
point to point directions on a map. Provides
best fitted integration of google map on
Android and IOS phones. And efficiently
send notifications and SMS alerts to the users
and riders through integrated network system.
And this application is the focus of this
research paper.
Uber as an Application
There are now many successful taxi hailing
applications running in this world such as
careem, easy taxi, lyft, hailo. People use these
applications to reach their destination at the
cheaper rates. The integrated system provides
the instant payment transaction and helps the
drivers to find the passengers. Also, push
notifications, SMS alerts and calls are a
prominent feature. Moreover, option is
available to select the desire car. So, people
are using these applications large in number
and getting benefit from the advancement of
technology. Now a days to reach at any
destination on time with less cost is not a big
deal because of these mobile applications.
But there are also some security issues as you
are travelling with a stranger.
The most rated and reliable application is
‘Uber’ these days. Uber is best taxi
application on account of its network system.
It also covers large geographical area as
compared to other applications. Business
model of Uber is different from others
because it follows “Collaborative Social
Network Mechanism” and here are the
following steps of this method: [6]
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 Visibility and
Discovery
Mechanism
Transparent
Reinvestment Bilateral Trust
Mechanism Mechanism
Value Capture
Mechanism
Transsaction
System
Figure 1: Usability Characteristics
The service-oriented architecture of Uber
makes its service and routing decisive and
added to Uber’s success. And all the services
can successfully run only if there is strong
communication across the network. So, Uber
make it happens through its integrated
services system. There are also multiple
layers in Uber’s network system for the
smooth running of its system. On account of
this service structure it expands the access for
its users in every way. Uber also uses a
‘Secure File Transfer Protocol’ for securely
transferring the file over the network. Again,
‘Secure Shell’ technology is used to manage
the system and applications it also helps the
administrator to share any kind of
successfully on the network.
Troubleshooting in Uber is also skillfully
managed by using this Secure File Transfer
Protocol. Scheduling and Synchronizing for
updating the data also done masterly which
also help to prevent the systems from errors
and delays. Large data also successfully
distribute over the complex network system.
Riders get their request instantly, passengers
can find the rider on the map, passengers can
also call the rider in case of any problem and
successful transactions is another eminent
feature. Therefore, Uber’s network system is
strong, secure and reliable by any means. The
benefits of using Uber application:
1. People don’t need to go out and search a
taxi for themselves.
2. It also saves time and reduce the cost of
using taxi.
3. The wait time is very low as compared to
others available options.
4. The mile and minute charges are very low
so consequently the trip from Uber is cost
effective. [7]
5. It also offers secure trip and to reach your
destination safely.
Usability
The ideology that works behind usability is
“ease to use”. It also helps to improve the
functionality and design of the system.
Therefore, usability plays a pivotal in the
smooth running of any project. Usability and
utility work simultaneously to make anything
useful. Usability also based on the
learnability of the object and the achievement
of objectives with effectiveness and
efficiency. The five attributes of usability are
as under:
Learnable: system should be easy to learn and
understand in the first interaction.
Efficient: the performance and speed of tasks
should match the accuracy
Memorable: maintain the proficiency and
design of the system so that if the user uses
the system after long time it’s not difficult to
use it.
Errors: system should be capable enough to
deal with the users and server errors.
Satisfaction: shows the user’s pleasurable
experience
Usability is a key element to run any system
successfully. As if the user doesn’t get the
required result which the system offers then
it clamps down all the reputation, rating and
credibility of the system. So, usability can be
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deemed as throat of any system running in
this world.
Usability Evaluation Method
As the number of software applications is
increasing day by day. And users are also
getting better options in the technology world.
But the testing criteria is usability and
because of this many application has been out
righted by the users. Therefore, sagacity is
required to build a software quality
application. The usability evaluation concept
based on the usability model to check out the
usability of the existing software. Some
models are given below:
1. Eason Model (1984)
2. Shackel Model (1991)
3. Neilsen Model (1993)
And the international standard model consists
of three attributes: effectiveness, efficiency,
and satisfaction.
There are several methods are available for
usability evaluation:
Inspection Method
This method was proposed by Boehm et al. in
(1976). The users test the application by
themselves or the cadre of experts do the
skillful inspection and then give their opinion.
The views of users and experts are valuable
for the development of the system. This
inspection method has also two types:
Heuristic Evaluation
It was developed by Neilsen and Molich
(1990). It is best for usability evaluation as it
finds more problems in short time. Also,
required less effort and low cost in this
mechanism. Heuristic Evaluation is also
called the ‘Expert Evaluation’ in the regard
of mobile applications. And ‘Nielsen
Heuristic’ is the popular one. As it is
matchless to test the mobile application of
any platform. There is a checklist of 10
Nielsen’s heuristic that are to be applied to
analyze the software from every angle. [8]
Nielsen Heuristic Rules
1. Visibility of System Status
2. Correlation between the system and the real
world
3. User control and freedom
4. Consistency and standards
5. Obviate the Errors
6. Recognition and not remembering
7. Flexibility and efficiency of use
8. Attractive and minimum design
9. Help user to recognize, diagnose and
rescue form errors
10. Help and documentation
Cognitive Walkthrough
This method is best for testing user interface.
The experts examine the user’s experience
and then give the recommendations.
Empirical Testing
This method was advanced by Marciniak, J.J.
in (2002). It can be called a lab-based activity
in which user’s experience is required for the
further development of the system. It also
tests the user’s behavior and performance
towards the design. It can be either a
prototype or final product. After measuring
the user’s attitude amendments can be made
in the prototype and the final product can be
discarded or successfully launched.
Diagnostic Recorder for Usability
Measurement
It is a software tool for the usability
evaluation. It has a graphical user interface
and analyses the tests of a product and makes
the performance-based usability
measurements and results then sent it to the
usability administrator or expert. All the
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sessions are recorded and analyzed. It has the data is collected through the user’s review
speed up the analysis and testing process. The about the Uber on different websites.
components of this tool automatically
perform all the needed evaluation. Thus, the Visibility of System Status
usability can be achieved with more accuracy. Cancellation of rides is the big issue that Uber
[9] is facing these days. Moreover, system also
don’t give the automatic alerts within the
Usability of Uber as a Mobile Application given time. Here is the prove.
The ultimate task of a software developer is
to make a useful mobile application. As,
usability can make an application stand out in
the competition with other applications.
Therefore, it is inevitable to build an
application by following the usability rules.
In order, to check out the usability of Uber
application we do some research that will
Figure: No System Alerts
help not only to understand the features of
Uber application but also to improve the
usability of it. Correspondence between the system and
the real world
Research Methodology There is no recommendations show for the
Mobile applications are developed for ease beginners. Also, it has the standard language
and enriching the user’s experience. and doesn’t support the multiple languages.
Therefore, the motivation behind this study is
to re-examine the usability of Uber
application. It is needful to analyze the user’s
experience in order to make
recommendations. To get the required results
that method which are used: ‘Questionnaire’
and ‘Heuristic Evaluation’. As these methods
are best fitted to find out the issues in mobile
application even today.

Uber’s Usability Evaluation

Uber is a mobile application that provides its
users to get a taxi in one click. The evaluators
Figure: Not Learnable
have tried to analyze Uber in order to enhance
the usability of the application. They applied
the 10 Nielsen’s heuristic rules on the Uber User control and freedom
Uber doesn’t provide user control. One of the
application. Evaluators has rated each rule by
users compliant that Uber doesn’t allow him
giving it a value form 0-10. And then
to sign in with a different platform.
evaluate the sum of the results. And the all

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 Figure: Not Dynamic
Consistency and Standards
Uber has no consistency. As there are many
user’s complaint about the issues during
payment transaction.
Figure: Payment Transaction Issues
Error Prevention
Uber is also not capable of dealing with the
errors. As many users got wrong discount
prices. Moreover, Uber is not responsive at
all.
Figure: Error Report
Recognition and not remembering
Uber has a reliable design which can be
recognized easily and there is no need to
remember.
Figure: Easy to Remember
Flexibility and Efficiency of Use
Owing to design and reliability of Uber it is a
worth using app. Also, its new features have
attracted the people to install the application.
Also, provide flexible hours to the drivers.
Attractive and Minimal Design
Uber has the minimal design as compared to
others. So, help the beginners to use the
application efficiently. And no redundant
sign in and verifications needed while using
the Uber application.
Help User to Recognize, Diagnose and
Rescue form Errors
Uber is also inefficient to help the user in
order to get off for the errors. The facts are
here:
Figure: Poor Customer Services
Help and documentation
The help section of Uber is also questionable.
As users said that their queries are not
addressed. Also, they got copy paste answers
in return of their requests. [10]
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 Figure: Nobody is there for help

The calculated result that we got from this research is as follow:

Table 1: Heuristic Evaluation Results

Problem Type Cosmetic Minor Major Catastrophic Total Score

1. Visibility of System Status 2 3 1 0 6

2. Correlation between the system 7 0 0 0 7
and the real world
3. User control and freedom 2 3 2 0 7
4. Consistency and standards 5 3 0 0 8
5. Obviate the Errors 3 6 0 0 9
6. Recognition and not remembering 3 0 0 0 3
7. Flexibility and efficiency of use 1 2 0 0 3
8. Attractive and minimum design 2 2 0 0 4
9. Help user to recognize, diagnose and 2 1 0 0 3
rescue form errors
10. Help and documentation 5 6 0 0 11

Number of Problems Discovered 32 26 3 0 61

After examining the reviews, we can record Questionnaire Evaluation Method

the results and discover that there are 61
problems in the running application. Some
are fully satisfied with the services and some
have the issues. So, by conducting user-based
testing and analysis with specific time
interval can improve the usability of the
application. Also, by direct methods we can
reconstruct the application as per the user’s
need. Therefore, it is necessary to make a
contact with users and expert to enhance the
efficiency and effectiveness of the product.
It is an indirect method to get the information
about the user’s experience in real time. Also,
the user gets privacy and tries to give the
honest opinion in this method. Therefore, to
evaluate the user’s experience about Uber in
real time we did a survey. The participants
were of three type experience, novice and
experts. We had sent a questionnaire to all the
participants through email. There were 26
males and 34 females which performed that
task. And only 5 experts were there. The age
group of males and females were between 16

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 to 35. Moreover, experts were taken from
different demographics. Here is all the data
we have:
Gender Total
User Group Number of Users
Users M F
Experts 5 3 2 65
Experienced 30 13 17
Novice 30 13 17

Table 2: Users Data

No. Experience in mobile Usage of Uber application

Gender Country Profession Degree application

1 Male England IT Specialist M.Sc. 6-7 applications More than 3 years

2 Female Japan Usability Ph.D. More than 10 applications 2 years
Specialist
3 Male U.S. A IT Specialist M.Sc. 5 applications 5 years
4 Male England Usability M.Sc. 8 applications More than 5 years
Specialist
5 Female U.S. A IT Specialist Ph.D. 9 applications 4 years
Table 3: Expert’s Data
And the feedback that we gathered from the users and experts:
Strongly Agree Neutral Disagree Strongly
Features of Uber Agree DisAgree
Easy to find location on a map 25 20 7 8 5
Flexible vehicle option 23 15 5 20 0
Satisfy with the fare calculator 12 20 3 25 5
Drivers are professional 15 25 1 25 1
Easy to learn the design 20 24 5 15 0
Provide instant help 10 15 1 24 15
Give you the pleasant trip 22 25 3 15 0
Effective payment method 15 25 3 20 2
Easy to use for novice users 10 15 8 25 5
Efficient application 20 25 5 15 0
Table 4: User’s Satisfaction regarding Uber Application
The results that we obtained are based on the period that each participant takes to solve this
success rate of the questionnaire that is questionnaire is 6.5 minutes. The time period
100%. All the participants take interest and shows that every participant has a rich
honestly answer all the question. So, this experience of this application. Thus, it will
indirect method helped us to get the insight of help to upgrade the usability of our
the problems. And make some useful application.
amendments in the existing design. The time

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How to make a design usable?
Usability also a crucial factor of design
process. Since at every stage of a system the
design comes first, and productivity of the
design is indispensable for the successful
outcome of the system. Here are some
recommendations to follow in the design
process:
1. Press the good part and ridicule the bad
part of the old design.
2. Always compare your competitor’s
design with yours. And explore the new
ideas to make your design better.
3. Perform field study to know the user’s
verdict about the design after some
interval.
4. Make some alpha designs and test them
before implementation.
5. Multiple iteration of designs and
thorough analysis of new design is also
needed. [11]
Benefits of Usability
The benefits of usability are innumerable as
it not only satisfied the user, but the system
run without any interruption and the business
model ultimately dips in the success.
Usability also provides the great coordination
with the user so that the satisfaction level also
goes up. And with the application of usability
you can increase the numbers of the users. So,
the usability benefits along the user’s side
are:
1. User will get instant connection and ask
any query at any time. And will not
replace the services with others.
2. User will not find any delay in the
services and give preference to your
application.
3. User will enjoy the trip with sense of
security.
4. User’s payment will be transmitted
without any delay and it will have trust on
the application.
5. User’s cost and time will be saved so it
will prioritize the application on others.
If someone doesn’t give precedence to
usability while making design, then it should
be ready for the disaster outcomes. As
usability is the paramount factor in building a
successful system. Thus, always try to embed
this major factor in your system.
Recommendations
Where Uber is a very useful mobile
application and provides to a mark services to
its users and most importantly a big and
easiest source of income for the drivers.
There are some setbacks as well of this
application. Here are the following
suggestions to deal with them:
1. Surge pricing is the biggest issue uber is
facing these days. And it is all due to not
following the model of usability so
evaluate the design before implementing
in the real time.
2. There is no mechanism for dealing with
the poor drivers. As they sometimes
follow long routes just to increase their
profit. So, it effects the effectiveness of
the service. Real-time coordination with
the passengers can resolve this issue.
3. The automated system is used for
selecting the driver that is also added to
the cost and time which is paid by the
customer. This error can be removed by
making efficient synchronization and
scheduling.
4. Drivers pay for not having required
number of employees. They are to work
for extra hours which make the service
less efficient. By having effective
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 network system Uber can achieve the
required results.
5. Owing to complex network system Uber
is not available in far flung places. By
multiple iteration of the design and by
having flawless services in the required
areas. Uber can expand its services and
this problem can also remove.
6. Safety concerns is another uprising issue
in the services of the Uber. As the rules
and regulations are not much strict either
for the drivers and passengers. So, by
carefully designing new rules with
appropriate user testing can sole this issue.
And make Uber the first choice.

Conclusion
There are several taxi hailing mobile
applications, but Uber is the prominent one
and high-rated application in the world. But
due to fragile and imperfect network system
it is facing some serious issues. Usability is a
key which can help both the developer and
user to get the required objectives. Moreover,
usability evaluation methods not only design
a successful system but ultimately build a
smooth network system. By considering the
useful model of usability and critically
analyzing the network layers of the system
Uber can set the new standards for others.

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