How just one sentence on a website can change the world.

One lazy Sunday night, I decided to order dinner in with Deliveroo (sign up if you aren’t already a customer!). At the checkout page, there was an option for ‘Cutlery’.

’s checkout page

Under the headline, it read “Help us  — only request cutlery when you need it.” There was a toggle switch beside the description in its ‘off’ state.

Cool! I’d like to do my part by clicking on the switch to agree.

Deliveroo’s cutlery opt-in switch

Wait a minute. Now the description says “The restaurant will add cutlery for you, if they have some available.” Confused, I read the copy again and realised clicking the switch didn’t mean I was opting in to save the earth. Instead, the toggle was for requesting cutlery.

Here are some suggestions for the Deliveroo Design Team on how to make it less confusing for users to reduce plastic waste.

Improved ‘Cutlery’ section on Deliveroo’s checkout page

Structure sentences clearly
I’ve reorganised and tweaked the copy to ensure a user first understands why reducing plastic waste is important before requesting for disposable cutlery.

Replace toggle with radio buttons
Toggles are digital on/off switches which should take immediate effect and should not require the user to click Save or Submit to apply the new state (Source:

Yes/no radio buttons are more appropriate in this case as they are clearer when replying to the question, “Do you need disposable cutlery?”

To assist with the right decision, I’ve kept the default answer as ‘No’.

Improvements for Deliveroo’s checkout page

Source link—-eb297ea1161a—4


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