This UX case study is based on my personal experience using the Panda Express online ordering system.

1. UX Case Study:
Panda Express Online Ordering

2. Good UX often goes unnoticed, because it feels so natural.
Bad UX, on the other hand, sticks out like a sore thumb.
This particular case study was inspired by my own experience using the Panda Express
online ordering system. Ideally, I would have been able to order my food online and pick
it up shortly after at the store, saving me time and ensuring my order would be fresh.
However, I got so frustrated with the online system that I ultimately abandoned it and
decided to just order in person (the implication being, another frustrated user may
choose to eat elsewhere).
The following slides show screenshots of the online ordering system in the order that I
encountered them, along with some annotations. I am not claiming that my suggestions
would be the ultimate solutions (only user testing can tell that); I am simply pointing out
the problem areas I faced as a user. The green circles represent the areas where I clicked/
took action.
Thanks and enjoy!
Disclaimer: I am not associated with Panda Express in any way. I am a fan of their food, so if anyone from corporate is reading this, I
am not trying to pick on you!

9. Perhaps “Time”
shouldn’t be Step 2.
The order time would
change dramatically
anytime I added or
changed an item, or
even if I lingered on the
order page for a couple
of minutes.
This was a huge
source of frustration
and one of the reasons
I abandoned the site.
POSSIBLE SOLUTION
Let the user decide what they want and confirm their order selections first, then show soonest possible pick up time
(switch Steps 2 & 3)
HYPOTHESIS
-This will avoid the disappointment of seeing a quick, 20-minute pick up time first, then having it jump up to 45+ minutes
as the user adds selections (particularly for larger orders, like the “Family Feast”).
-The user can complete their order without the distraction of the time changing
-The final (longer) pick up time may seem more reasonable if the user hasn’t been primed with a faster pick up time
Too much distance
between required
interactions; slows
user down

10. Notice the pick up
time has already
increased by five
minutes simply in
the time it took me
to click from the
previous page here
(from 5:55pm to
6:00pm).

12. Updates to
reflect price of
selected items

13. I was under the
impression that this
option would let me
add a new plate; it is
only for adding single
a-la-carte items.
The “Finish Plate” button is too far
away and can easily been
misinterpreted to mean “finish
order”. It needs to be more obvious
that clicking “Finish Plate” will allow
the user to add a new plate (as
opposed to clicking “Add More”).

14. As previously
mentioned, in this
instance, “Add
More” really only
means “add more
single-serving
items to plate”.
I was frustrated
not to see options
for a new plate or
family-sized items.
Clearer labeling in
the previous step
could have
prevented that
problem.

15. When I first saw
this screen, I
thought that my
order had been
completed; could
pose a potential
for high
abandonment
rate here.
This side of the
page looks just like
when you first start
an order. I was
under the
impression that
each plate would
have to be in its
own separate
order (see notes
on right- hand
side).
It would be helpful
to add a heading
over the left page
area such as “Add
To Your Order” or
“Continue Building
Your Order” to
make it clear that
the user has that
option (and that
they are not
starting over with
a new order).
I would suggest
placing the
“Checkout” button
directly beneath the
“Order Details” (over
the same
background) and
making it more
prominent (using
size/color) so that as
the user scans the
summary, they will
see it.

16. This call-to-action is labeled “Check Out”,
although the following screen also has a
“Check Out” button. Not a huge deal to
me, but this could confuse users as to
when their order will actually be
submitted. Perhaps this one should be
re-labeled “Review Order”.

17. (Scrolled)

18. I like this; it reminds
me that I do want
soy sauce!
Not necessarily a bad
thing here; it just
seems a bit unusual
that each plate can be
assigned to a different
name. My guess is that
the Panda people will
label each plate so you
can tell which is which
if you’re ordering for
several people,
although I’ve never
seen them do that for
in-person orders (they
just scribble their
shortcodes).
I wonder, when you
pick up, can you use
just one name, or do
you have to say, “Pick
up for Linda, Patrick,
Mom, Aunt Sally...” lol.

19. Linda Albertini
Web Designer/Developer
www.LindaAlbertini.com
@ltalbertini
That’s all, folks!
(Checkout screen not shown; I didn’t want to accidentally trigger an order)
Thanks; please share if you found this useful!
Shoot, now
I’m hungry.