To identify large-scale recurring issues and validate primary research findings by analyzing user-generated reviews and ratings across both platforms.

Frequent app crashes reported

Outdated store & menu information

Poor navigation & map issues

Consistent performance complaints

Low rating: 3.2/5 stars

To observe real-world user behavior and validate app performance issues inside the 12M sq. ft. mall environment through direct testing and observation.

Floor detection mismatches observed

Slow GPS updates & map freezing

Incorrect walking times displayed

95% of help desk queries = directions

Users rely on staff over app

9 concierge desks overwhelmed

To explore user emotions, behavioral patterns, expectations, and real-world stories behind app usage through in-depth conversations with mall shoppers.

Navigation struggles & wrong routes

Search frustration & need for filters

Missing critical information

Skywards receipt submission issues

Trust issues with app reliability

User expectations not met

To measure user satisfaction levels and identify the frequency and severity of UX issues across the Dubai Mall app experience.

Map inaccuracy: 35% rated 1/5

Poor search: 40% rated 1/5

Performance lag issues

Parking navigation problems

Low satisfaction: Avg 2.5/5

52.5% faced difficulties