Web/Mobile App Critique

As part of documenting my ongoing IT coursework and analysis projects, I reviewed the Dunkin' mobile app and evaluated its usability, design, and overall functionality. I also used screenshots to demonstrate how the app works and proposed recommendations for improvement based on my analysis.

For this assignment, I chose to evaluate an app I use nearly every day: Dunkin’.

As shown in screenshots 1–4, the app’s design is clean and visually consistent with the Dunkin’ brand, featuring recognizable pink and orange colors on a simple, high-contrast background. The text is clear, easy to read, and uniform throughout. Menu categories are arranged logically, with featured items at the top of each respective section. Overall, the design feels uncluttered and intuitive. However, the app does not seem to support light and dark mode preferences. As seen in screenshot 1, there are no settings options inside the hamburger menu. Adding support for system-level light and dark modes or providing an in-app appearance toggle would enhance accessibility and user comfort.

Speaking of limited system-level customization, the app also lacks in-app settings for managing notifications, as shown in screenshot 1 (or rather, not shown). In my experience, notifications come in two flavors: promotional messages and post-purchase surveys. Since there’s no in-app management, users are left to manage them through their device’s notification settings, discouraging some users, like me, from enabling notifications at all. Adding basic notification preferences in the app would improve transparency while keeping the interface simple; it would probably also lead to more completed surveys.

Even with the limited customization options, the app is easy to use, especially for repeat customers. As shown in screenshot 2, the reorder button is easy to access and takes returning users straight to the payment screen, which saves time. Menu items are grouped intuitively (hot, iced, frozen), and some items appear in more than one category, making them easier to find. On the checkout screen, screenshot 3 shows how eligible deals are automatically recognized and applied, eliminating the need to hunt for discounts and helping prevent missed savings. Not shown is a sticky banner alerting you to usable rewards if a qualifying item is selected.

In the same vein as notification limitations, another area where the app could be improved is order status feedback. As shown in screenshot 4, once a mobile order is placed, the app provides a receipt which includes your order number and a brief “your order will be ready soon” message, but does not indicate whether the order is being prepared or ready for pickup. This leaves users guessing, especially during busy times, since orders are sometimes ready immediately and other times still in progress upon arrival. Adding a status update, like the Domino’s tracker, or an optional “ready for pickup” notification, would clarify the pickup process and reduce uncertainty.

From a functionality standpoint, the Dunkin’ app does what it needs to do and does it consistently. Orders go through without issues, payments process quickly, and a digital receipt is available immediately after checkout. The rewards system functions smoothly in the background, automatically surfacing available discounts at checkout without requiring users to search for or manually apply them. Prices update dynamically as qualifying items are added to the cart, ensuring transparency before payment is finalized. These behind-the-scenes features make the app feel dependable for everyday use, especially for those of us who use it regularly.

When I shared this review with my peers for feedback, they raised some thoughtful points that expanded on my original analysis. One peer noted that while the app functions correctly, its time-saving benefit can feel inconsistent during peak hours. Ordering ahead does not always reduce wait time, which can undermine the purpose of mobile ordering. They suggested that adding an estimated wait time before checkout would help users decide whether placing a mobile order is worthwhile. Another peer recommended implementing a group-order feature, allowing users to send a shared order link to friends for larger coffee runs. Both suggestions reinforce the idea that usability is not only about clean design, but also about managing user expectations and accommodating real-world use cases.

Reflecting on both my evaluation and my peers’ input, the Dunkin’ app demonstrates strong foundational usability but would benefit from greater transparency and customization. Enhancements such as real-time order tracking, estimated wait times, group ordering, appearance controls, and notification preferences would elevate the experience from reliable to fully optimized for everyday users.