This paper presents a normative task model for modelling user interactions with online grocery stores.
It is envisaged that using task models will aid system developers in building better systems to meet
users’ needs, and hereby creating better system design processes. This paper will discuss the three
main areas of user experience when completing the process of adding a product to an online trolley:
attempting to retrieve the product, receiving the results of the retrieval attempt, and adding the
product to the trolley. The normative task model presented is expected to help in the future design of
online grocery systems by identifying the possible errors that users can encounter, and methods to
reduce the occurrence of these errors.