NYC Food Policy + Mercato
Service design and user research to increase food access for New York City Residents.
Mercato’s Groceries2Go is an online food delivery service. During the COVID-19 pandemic, residents were able to purchase food for delivery through this service with voucher credits.
We were engaged by the NYC Mayor’s Office of Food Policy to conduct user research to assess the impact of this program. What initially began as a short-term solution quickly revealed itself as a necessary service to enhance food access across all five boroughs beyond the pandemic.
To meet the needs of NYC residents who used food vouchers and benefitted from grocery delivery services, we conducted comprehensive user research through individual 1:1 sessions.
User sessions yielded over 300+ data points which were catalogued, analyzed, and categorized. From the trends which emerged, we were able to draw insights and make actionable recommendations to improve the City’s service for this population.
“This subscription page is confusing for first time users who are in this program, it’s like they’re pushing something on you.”