Investigating the User Experience and Challenges of Food Delivery Applications for the Blind and Visually Impaired
Open accessAbstract
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.
Verified 2026-10-06 · 1 reference not checked yet
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- Findingown data
25 participants said that food delivery app accessibility changes with software updates.
“25 participants also stated that the accessibility of food delivery apps fuctuates with software updates.”
Quote in the paperNot a substantial claim - Findingown data
Food delivery apps do not give a specific contact number for the delivery person in order to protect privacy.
“The food delivery apps do not provide a specifc contact number for the delivery person to protect their privacy, but the lack of direct contact information is frustrating to many BVI participants when they are unable to locate their orders.”
Quote in the paperSubstantial claim - Findingown data
28 participants reported contacting customer support to resolve missing items, wrong orders, delayed deliveries, and questions about charges and fees.
“28 participants reported that they have often had to contact customer support to resolve issues such as missing items, wrong orders, delayed deliveries, and for questions regarding charges and fees.”
Quote in the paperNot a substantial claim - Findingown data
7 participants faced accessibility problems with infrequently used features, such as editing the delivery address.
“Seven participants also reported that they encountered accessibility challenges with certain features, such as editing delivery address, that may not be used frequently by many users.”
Quote in the paperNot a substantial claim - Findingown data
Many participants reported that food delivery apps often become less accessible after software updates.
“Many participants reported that food deliver apps often become increasingly inaccessible after software updates.”
Quote in the paperNot a substantial claim
- Findingcitation
Participants reported that accessibility often varies across food delivery apps because layouts, navigation patterns, and information architecture are not externally consistent.
“Similar to the fndings by Stangl et al. [2018], participants of this study also reported that accessibility often fuctuates between various food delivery applications because of the lack of external consistency in the layout, navigation patterns, and information architecture between diferent applications [23].”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [23] source
Not checked in the free run.
- Findingown data
130 participants said that the information architecture and UI elements in some food delivery apps were too complex or poorly designed for efficient use with screen readers and assistive technology.
“One of the most common problems with food delivery apps, as described by 130 participants, is that the information architecture of the user interfaces and the UI elements in some food delivery apps were too complex or improperly designed for them to work efciently with screen readers and other assistive technology devices.”
Quote in the paperSubstantial claim - Findingown data
Delivery drivers often failed to follow delivery instructions, leaving orders in wrong or random places.
“Participants reported that this issue was caused mainly because delivery drivers did not follow the delivery instructions left by them on the app.”
- Also stated in: § 4.3.1 Fetching Food Delivery Orders. · plain
“Another challenge is drivers not following delivery instructions.I've had my food left outside, on the steps of my apartment building many times when my instructions specifcally state to leave it inside, on top of the mailbox.With no vision, I've walked outside, looking for my food, and stepped on the bag when they left it outside on the steps.”
Quote in the paperNot a substantial claim - Also stated in: § 4.3.1 Fetching Food Delivery Orders. · plain
- Findingown data
83.10% of survey respondents had used food delivery apps for at least one year.
“Most of the participants (83.10%) have used food delivery apps for at least a year and are therefore, relatively experienced with food delivery apps and services.”
Quote in the paperNot a substantial claim - Findingnone given
Real-time delivery tracking maps in food delivery apps are not fully accessible to BVI users.
“Although all food delivery apps display a map with the real-time location of the delivery drivers, this feature is not fully accessible for BVI users.”
Quote in the paperSubstantial claim - Findingown data
38 participants reported that UI components such as labels, buttons, and images lacked alternative text.
“Another common accessibility issue with food delivery apps that 38 participants reported was the lack of alternative text for UI components, such as labels, buttons, and images.”
Quote in the paperSubstantial claim - Findingown data
The study's analysis grouped the challenges BVI people face with food delivery into two main categories: app usability/accessibility and service design.
“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.”
- Also stated in: § 1 INTRODUCTION · plain
“Findings from these two studies can be categorized into two major themes: (1) Usability and accessibility of food delivery apps, (2) Service design issues related to the delivery of orders by delivery drivers, users fetching delivered orders, and interaction with customer support.”
Quote in the paperSubstantial claim - Also stated in: § 1 INTRODUCTION · plain
- Findingown data
Multiple participants had difficulty locating the checkout button or shopping cart.
“Multiple participants also reported that they found it challenging to locate the checkout button or the shopping.”
Quote in the paperNot a substantial claim - Findingown data
BVI participants reported that delivery drivers often did not follow instructions, mainly by not leaving orders at the specified locations.
“BVI participants reported that delivery drivers often did not follow their instructions, mainly because the delivery personnel did not leave the orders at the appropriate locations.”
Quote in the paperSubstantial claim - Interpretationreasoning
Accessibility problems reduce the benefits BVI users are likely to get from food delivery apps.
“Although online services such as food delivery platforms ofer a better alternative to BVI people than navigating to physical stores and locations [25], these accessibility issues erode the likely benefts they derive from these apps.”
Quote in the paperSubstantial claim- Rests on an assumption: Food delivery apps can be more accessible for BVI users using screen readers than traditional paper menus, making independent ordering easier.
- Interpretationown data
BVI users face several usability and accessibility challenges with food delivery service applications.
“Our fndings revealed that BVI users experience several usability and accessibility challenges with the food delivery service application.”
Quote in the paperSubstantial claim - Study design and conductown data
The study did not collect feedback from other key food delivery platform stakeholders, including service providers, restaurant workers, delivery drivers, and regulatory bodies.
“We also have not gathered feedback from other key stakeholders of food delivery platforms, such as food delivery service providers, participating restaurant workers, delivery drivers, and regulatory bodies.”
Quote in the paperNot a substantial claim - Interpretationreasoning
The study's initial findings may not apply to BVI people in other countries or regions because local regulations and sociocultural norms may differ.
“Therefore, our initial fndings may not translate to the experiences of BVI participants from other countries and regions, as there could be diferences based on local regulations and sociocultural norms.”
Quote in the paperNot a substantial claim - Interpretationnone given
Some accessibility problems in food delivery apps involving UI elements, interaction methods, and assistive technology compatibility are also common in other smartphone applications.
“Some of the accessibility issues of food delivery apps uncovered by this study related to UI elements, interaction methods, and compatibility with assistive technology devices are also prevalent in other smartphone applications.”
Quote in the paperNot a substantial claim - Interpretationreasoning
Most food delivery services do not account for blind users' accessibility when designing customer service workflows.
“In short, most food delivery services do not consider accessibility for the blind community while designing workfows for customer service processes.”
Quote in the paperSubstantial claim - Premisecitation
Ordering food for home delivery supports independence, safety, and convenience for BVI individuals by removing the need to depend on others or travel to unfamiliar places for groceries or meal preparation.
“The ability to order food and have them delivered to their homes promotes independence, safety, and convenience for BVI individuals by eliminating the need to rely on others or navigate to unfamiliar places for grocery shopping or meal preparation [17,24].”
Quote in the paperSubstantial claim0 of 2 sources checked - Premisecitation
There is a shortage of research examining how usable and accessible food delivery services are for people with disabilities, especially those who are blind or visually impaired.
“Limited studies exist that have examined the usability and accessibility of food delivery services by people with disabilities, particularly blind and visually impaired (BVI) individuals [8,16].”
- Also stated in: § Abstract · plain
“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).”
Quote in the paperSubstantial claim0 of 2 sources checked- cites [8]
Not checked in the free run.
- cites [16]
Not checked in the free run.
- Also stated in: § Abstract · plain
- May combine two claims. 16
- Classified as probably not a substantial claim. 5
May combine two claims.
Findingown dataThe study found that missing alternative text for UI components and images was a common accessibility problem for BVI users navigating food delivery apps with screen readers, matching other research on smartphone apps and online shopping.
“Our fndings showed that the lack of alternative text for UI components and images was a common accessibility issue for BVI people while navigating food delivery apps using screenreaders and other assistive technology devices, consistent with fndings from other studies on diferent types of smartphone applications and online shopping experiences of people with visual impairments [18,23,28].”
Quote in the paperSubstantial claim0 of 3 sources checkedMay combine two claims.
Findingown dataParticipants said delivery problems often happen because delivery personnel assume they are sighted, which can lead to communication difficulties.
“Participants mentioned that delivery problems often occur because the delivery personnel may assume them to be sighted, which may lead to difculties in communication.”
Quote in the paperSubstantial claimMay combine two claims.
Findingown dataCustomer support processes require uploading a photo of the order as proof, which is difficult for visually impaired people.
“In such instances, in addition to the accessibility challenges related to the app, such as locating the right buttons and text felds to report problems, participants were asked to upload a photo of the order as proof, which is undoubtedly difcult for people with visual impairments.”
Quote in the paperSubstantial claimMay combine two claims.
Findingown dataSome BVI DoorDash users experienced VoiceOver looping on the home screen, which prevented scrolling and showed only the first few restaurants.
“DoorDash used to work well, but now I couldn't use it at all if I didn't have past orders, I could use it to reorder a new meal.It's not possible to scroll down the home screen of the app without getting caught in a loop, only showing the frst few restaurants.”
Quote in the paperNot a substantial claimMay combine two claims.
Findingown dataThe study also found accessibility issues in communicating with delivery drivers, fetching delivered orders, and contacting customer support.
“Our study also revealed accessibility issues related to communicating with the delivery drivers, fetching delivered orders, and contacting customer support to resolve issues.”
Quote in the paperSubstantial claimProbably not a substantial claim: may not pass S3 (load-bearing).
Findingown dataOver 90% of survey respondents used food delivery apps on iPhones running iOS.
“An overwhelming majority, more than 90% of the participants, used these apps on iPhones and the iOS mobile operating system.”
Quote in the paperNot a substantial claimMay combine two claims.
Findingown dataIn the survey, 30.1% used delivery apps weekly, 29.5% used them two to three times weekly, and 1.8% used them daily.
“30.1% of the participants used delivery apps once a week, 29.5% used them two to three times a week, and 1.8% used them every day.”
Quote in the paperNot a substantial claimMay combine two claims.
Findingown dataParticipants could not browse menus by food category because some restaurant menus were too complicated for screen readers or lacked necessary descriptions.
“Other participants said they could not browse menus by categories of food as the menus of some restaurants were either too complicated to browse using screen readers or they lacked the necessary description.”
Quote in the paperNot a substantial claimMay combine two claims.
Findingown dataAmong survey respondents, DoorDash was the most commonly used food delivery app (83.13%), followed by Uber Eats (65.66%) and GrubHub (54.21%).
“The most used food delivery app among the survey participants was DoorDash, with 83.13% of participants using it, followed by Uber Eats (65.66%) and GrubHub (54.21%).”
Quote in the paperNot a substantial claimMay combine two claims.
Findingown dataSome UI components had incorrect alternative text, causing screen reader users to be unsure about their selections.
“Some felds or buttons are labeled incorrectly so you are not sure what you are choosing, and some options cannot be chosen by a screen reader user.”
Quote in the paperNot a substantial claimMay combine two claims.
Findingown dataThese challenges include missing alternative text for UI components, difficult information architecture and user flows for some features, and screen reader compatibility problems.
“These include lacking alternative text for UI components, challenging information architecture and user fows for certain features, and compatibility with screen readers.”
Quote in the paperSubstantial claimMay combine two claims.
Findingown dataA BVI user cannot contact the delivery driver to find out where the package is because most delivery apps do not provide contact numbers.
“In such cases, a BVI user cannot contact the delivery drivers to determine where their packages are because most delivery apps do not provide their contact numbers.”
Quote in the paperSubstantial claimMay combine two claims.
Findingown data49 participants reported problems fetching delivered orders, including locating the delivery, communicating with drivers, and inaccessible tracking tools like maps, visual proof, and notifications.
“49 participants reported issues with fetching their orders once they were delivered.These concerns were related to locating their delivery, communicating with delivery drivers, and inaccessibility of tracking tools such as maps, visual proof of deliveries, and delivery notifcations.”
Quote in the paperSubstantial claimProbably not a substantial claim: may not pass S3 (load-bearing).
Study design and conductown dataThe study did not conduct onsite usability testing of food delivery apps to assess the usability and accessibility issues found in surveys and interviews.
“Additionally, we have not conducted any onsite usability testing of food delivery service applications to assess the usability and accessibility issues uncovered through the surveys and participant interviews.”
Quote in the paperNot a substantial claimMay combine two claims.
PremisecitationFood delivery services are especially important for BVI individuals because they help overcome barriers to food acquisition and improve independence and quality of life.
“Food delivery services are uniquely important to BVI individuals because they help them overcome many barriers and challenges associated with food acquisition, enhancing their independence and quality of life [9].”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [9]
Not checked in the free run.
Classified as probably not a substantial claim.
Interpretationown dataThe study's findings on accessibility challenges in ordering, delivery tracking and notifications, fetching deliveries, communicating with drivers, and after-sales support show that further research and design improvements are needed.
“However, our fndings regarding the accessibility challenges related to ordering processes, delivery tracking and notifcations, fetching deliveries and communicating with delivery drivers, and after-sales support establish the need for further research and improvements in streamlining these aspects of food delivery service design.”
Quote in the paperSubstantial claimMay combine two claims.
InterpretationreasoningRetrieving packages from non-designated locations is relatively easy for sighted people but can cause many problems for BVI people.
“Retrieving packages from non-designated locations is relatively easy for sighted individuals but can cause many issues MobileHCI '23 Companion, September 26-29, 2023, Athens, Greece for BVI individuals.”
Quote in the paperNot a substantial claimMay combine two claims.
Study design and conductown dataAll study participants lived in the United States and used food delivery services operating there.
“While our research revealed signifcant challenges encountered by BVI people when using food delivery platforms, it is to be noted that the study participants were all based in the United States and were customers of food delivery services operating within the country.”
Quote in the paperSubstantial claimProbably not a substantial claim: may not pass S3 (load-bearing).
InterpretationreasoningThe study's findings also apply to other consumer services used by BVI people, such as grocery and retail delivery, shipping, and prescription medication delivery, where users track and fetch deliveries.
“In addition, our fndings are also relevant to other consumer services utilized by BVI users, such as grocery and retail delivery services, shipping services, and prescription medication delivery services, where users have to track and fetch deliveries to their homes.”
Quote in the paperNot a substantial claimClassified as probably not a substantial claim. May combine two claims.
Interpretationown dataThe research offers important insights into how food delivery apps and services function for BVI users and highlights usability and accessibility challenges that need to be addressed.
“Our research provides critical insights into how food delivery applications and services work for BVI users and sheds light on several usability and accessibility challenges that must be addressed to serve the BVI community better.”
Quote in the paperSubstantial claim
The paper relies on this without support.
BVI users may be uncomfortable disclosing their disability because of privacy and security concerns.
“On the other hand, BVI users may also not be comfortable disclosing their disability due to privacy and security concerns.”
The paper relies on this without support.
Food delivery apps can be more accessible for BVI users using screen readers than traditional paper menus, making independent ordering easier.
“Food delivery apps can also be much more accessible for BVI users using screen readers or other assistive technologies when compared to traditional paper menus available in restaurants, making it easier for them to place orders independently.”
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
BVI users often encounter challenges related to locating and accessing features/elements due to labeling issues (e.g., missing, improper, or inadequate labels) in mobile websites and applications.
“Specifically, BVI users often encounter challenges related to locating and accessing features/elements due to labeling issues (e.g., missing, improper, or inadequate labels) in mobile websites and applications [7,16,17,18,19,20,21,22].”
From Help-Seeking Situations Related to Visual Interactions on Mobile Platforms and Recommended Designs for Blind and Visually Impaired Users (2024) · cites this paper as [22]
BVI users are likely to encounter help-seeking situations related to accessing the content of visual documents (e.g., images and graphs) due to a lack of alternative (ALT) text or descriptions or inconsistent ALT text.
“Moreover, BVI users are likely to encounter help-seeking situations related to accessing the content of visual documents (e.g., images and graphs). These situations occur mainly due to a lack of alternative (ALT) text or descriptions or inconsistent ALT text for visual documents [7,16,22,23,24,25].”
From Help-Seeking Situations Related to Visual Interactions on Mobile Platforms and Recommended Designs for Blind and Visually Impaired Users (2024) · cites this paper as [22]
Icon-based features/elements, such as toggle-based search features, prevent BVI users from accessing and using these features/elements, thus disrupting their interaction process.
“Icon-based features/elements, such as toggle-based search features, prevent BVI users from accessing and using these features/elements, thus disrupting their interaction process.”
From Help-Seeking Situations Related to Visual Interactions on Mobile Platforms and Recommended Designs for Blind and Visually Impaired Users (2024) · cites this paper as [22]
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
Each contradiction between two passages listed here was confirmed by an independent check.
Survey demographics do not fit the stated sample size
MinorThe paper says 166 valid responses were analyzed, but the reported vision percentages cannot result from counts of 166 people at the printed precision. For example, 105 of 166 is 63.3% when rounded to one decimal place, while neither 49 nor 50 of 166 rounds to 29.9%.
“After accounting for all the invalid and incomplete responses, 166 valid responses from participants who satisfed all the inclusion criteria were used for data analysis.”
“63.2% of the participants identifed themselves as completely blind, 29.9% as legally blind, and 6.9% had low vision.”
Citation for the package-fetching study points to a different paper
MinorThe text attributes a package-fetching study to Lei et al. and cites reference 12, but reference 12 is a food-delivery study by Lan et al. The Lei et al. study appears as reference 13.
“Lei et al studied the challenges and workarounds used by BVI individuals while collecting delivered packages [12].”
“12. Hong Lan, LI Ya'nan, and WANG Shuhua. 2016. Improvement of online food delivery service based on consumers' negative comments. Canadian Social Science 12, 5 (2016), 84-88.”
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- Authors
- Nair, A., Mathew, R., Mei, Z., Milallos, R., Chelladurai, P. K., & Oh, T.
- Affiliations
- Rochester Institute of Technology (US)
- Venue
- Proceedings of the 25th International Conference on Mobile Human-Computer Interaction
- Publisher
- ACM
- Published
- 2023-09-26
- Pages
- 1-6
- OpenAlex
- W4386947804
- Cited by
- 5
- References
- 21
- Citations by year
- 2026: 3 · 2024: 2
- FWCI
- 2.09
- Type
- conference paper
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- International Conference on Human-Computer Interaction with Mobile Devices and Services (MobileHCI) (publishedVersion)
- Topics
- Social Sciences › Human Factors and Ergonomics › Digital Accessibility for Disabilities
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Health Sciences › Health Professions › Occupational Therapy › Assistive Technology in Communication and Mobility
- Keywords
- food delivery apps, blind and visually impaired users, user experience, accessibility, usability, service design, assistive technology, mobile application design, usage patterns
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Claims read by deepseek-v4.1-flash under definition version 3 (extract-v3) on 2026-10-06.
Classified by jev-1.13-20260917 (gold-guideline-v0.2) on 2026-10-06.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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