Enhancing Customer Experience in Food Delivery Applications through Usability and AI-Driven Models

Abstract

This work describes an advanced UI/UX structure for a food delivery application that seeks to add to the field of structural models within Figma to improve user experience, streamline organizational efficiency, and improve accessibility. The proposed architecture is divided into twelve modular components which address, onboarding, discovery, ordering, payments, order tracking, reviews, offers, fleet management, and analytics. The evaluation shows how the new structure improves the existing market leader, Zomato, in engagement through personalization (location based recommendations), accessibility, and dynamic pricing algorithm augmentation. The paper also includes algorithm frameworks for recommendations, routing/mapping, dynamic pricing, and some ancillary usage of mathematics for performance metrics. There are three tables and three graphs included to compare features, UX KPIs, and prototype performance metrics. The evaluation indicated that the structure enhanced onboarding and order tracking satisfaction rates, improved accessibility ratings, and performed better in relative completion rates against the existing model offered by Zomato. The study ends with recommendations for next steps, and the potential for incorporating advanced AI enhanced dynamic communications and recommendations in existing food delivery systems.

Introduction

The rapid growth of food delivery apps has raised user expectations for personalization, accessibility, and transparency. This study proposes a UI/UX design for a food delivery application developed in Figma, focusing on modularity, accessibility compliance, and AI-driven backend strategies. The design incorporates twelve modules covering key user flows, while three core algorithms—hybrid recommendation, delivery routing, and dynamic pricing—enhance personalization, efficiency, and adaptive pricing.

Testing against Zomato showed improved performance: onboarding completion increased from 82% to 94%, order completion time decreased by 17%, order tracking satisfaction improved by 23%, and the design achieved AA-level WCAG 2.1 accessibility compliance. Overall, the proposed system demonstrates that combining user-centered design with intelligent algorithms can significantly enhance usability, engagement, and inclusivity in food delivery apps.

Conclusion

The research offered a Figma-based user interface/user experience (UI/UX) model for a next-generation food delivery application designed to improve upon the limitations faced by existing food delivery applications, such as Zomato, directly linked to the evolving attitude towards food delivery during the pandemic. The system presented a design-based framework consisting of twelve components that support user-centered design principles with algorithm-based intelligence to enhance personalization, accessibility, and efficiency. The gap that was created was then assessed against Zomato to show benefits in onboarding completion rates, order tracking satisfaction, and adherence to accessibility standards—making the design approach evident. The system\'s performance was also enhanced via the integration of three primary algorithms / dynamic pricing, routing optimization, and hybrid recommendations, resulting in restaurant suggestions based on relevancy, more efficient route delivery, and fair price elasticity between demand and supply. These contributions highlight the potential for achieving a more inclusive and scalable excuse within the food delivery ecosystem through the combination of UI/UX design frameworks and AI-based technology in back-end models. While there were some positive results, the research also reflects the limitation of limited vendor integration and the need for more larger-scale empirical validation. Future studies will focus on piloting deployments, demographic testing on different scales, and developing further AI optimization in personalization and logistics that will strengthen customer satisfaction along with long-term sustainability for the platform. In summary, the proposed model offers an alternative framework in conceptualizing food delivery applications through its UI/UX design while ensuring user experience, accessibility, and system

References

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Copyright

Copyright © 2025 J. Rajeshwari, S. Atchaya, G. Premina, S. Hemapriya. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.