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Interview transcript Name: Reena Laghari Situation: Reena is a 37-year-old, female-identifying paramedic who lives in Lakewood, Colorado. She lives alone but shares custody of her daughter with her ex-partner. Reena works both day and night shifts, and her schedule changes week to week. She is a rock climber who goes to the climbing gym a few mornings a week and also drives her daughter to soccer practice any nights she’s not working. Reena has dyslexia, which makes it difficult to read text quickly and process information in fast-paced settings. [UX Researcher] Can you describe your current schedule and how you balance your

responsibilities with meal planning? [Reena] I work as a paramedic, I climb to stay active, and I bring my daughter to soccer practice on Tuesday and Thursday nights, except when I get scheduled without advance notice. My ex-partner and I split the responsibility of getting Caitlyn to and from practice, but with my unpredictable schedule it can be difficult to take care of both transportation and meals. I try to prepare food at home when I can to make sure that we eat healthy meals. But grocery shopping on top of cooking takes a lot of time, so I often resort to take-out or delivery as an easier and faster option. [UXR] How often do you order meals from a restaurant? When you do, what is your

motivation for doing so? [Reena] Like I was saying, I sometimes have to order take-out because it fits better with my schedule. There are a lot of days where I don’t have time to think about what to make, or how to make it. Instead, I’ll get off work, pull up a restaurant’s website or app, and search by type of food to find something easy that’s hopefully at least somewhat healthy. Once I find a place that looks good, I’ll place an order and pick it up on my way to where I’m going. I have some favorite places I order from regularly, but I also look for new restaurants when I have a couple minutes to spare. My daughter loves when we order out, so I usually do that on Tuesday and Thursday nights. My Fridays are always busy, so I try to take a cheat day and get food delivered to me at home instead

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of going to the climbing gym. All in all, I would say I order delivery or take-out from a restaurant three to four times a week, usually for dinner. My main motivation is that I don’t have time to plan meals. I love to cook, so it’s hard when I’m not able to, but sometimes there’s just not enough time in the day. Ordering online makes the process faster and easier, and I don’t have to stress out about what’s for dinner. [UXR] What challenges do you face in the ordering process? How does this make you

feel? [Reena] When sites don’t use imagery to supplement their menu, it can be challenging to read through all the menu text. Because of my dyslexia, it’s harder to scan information, so it just takes a lot longer, especially on a small phone screen. I find this frustrating because the whole point of ordering online is to make the process faster and easier. On top of that, it makes me feel a little self-conscious about my dyslexia. [UXR] Is there any way in which you feel these challenges could be resolved? [Reena] Although I don’t always need a screen reader, it’s nice to have the option especially when sites are super text-heavy. Sites that offer compatibility with screen readers make the experience more pleasurable and require less effort from me. I always appreciate when apps and websites make me feel included, and I am more likely to continue using them if they do. So overall I think it’s important for an app to be screen reader compatible....