Pet Care Plus
A mobile site and service design solution that will help monitor a pet's health remotely due to COVID-19
The Challenge
Our team was asked to create a digital solution that will help Pet Care Plus, a family of emergency and specialty hospitals for animals, continue to provide exceptional emergency care for pet owners and their pets, while preventing the spread of COVID-19 by:
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Ensuring clients and the team remain safe
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Seamlessly managing curbside service
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Spreading out appointments to meet social distancing guidelines
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Allowing clients to manage their appointments
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Building trust with clients (and their furry friends!)
Tools:
Figma, Miro, Google sheets, user interviews, surveys, affinity mapping, persona, user flows, journey map, competitive analysis
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Duration
Team of 4 designers - 2 week sprint
My Role:
UX Research
Information Architecture
Service Design
"I need to trust that the vet will care for my pet just as much as I do." - pet lover
So what did our research tell us?
We spoke to pet owners who visited a vet hospital either before or after the start of COVID-19. The insights we gathered told us that when searching for medical care for their pet, pet owners really value and want:
Transparent communication from vet/medical professional
Caring and reliable vet/medical professional they can trust
Convenience and efficient booking processes
Established COVID procedures at clinic to ensure safety for pet owner and pet
Meet Jessie Hernandez: Our target user who will go above and beyond for her pet
her Needs & Goals:
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Needs her pet to feel safe at the vet
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Flexible booking options
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Transparent communication from vet office regarding her pet
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Wants involvement in the decision-making process regarding her pet's well-being
How might Jessie...
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experience transparent communication about the location, time, cost, and provider information because she wants to play an active role in her pet’s veterinary care?
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have a way to remotely monitor her pet’s curbside appointment because she feels anxious when her pet is unwell, alone, and in an unfamiliar environment?
Mobile site sketches
The ideating journey begins!
At the start, we didn't know whether an app or a mobile site would be the best solution for our client. However, when considering how infrequently the user would typically be interacting with Pet Care Plus (thank goodness for healthy pets!), we decided that a well-designed mobile site would not only be more convenient for the user, but also the most cost-effective for our client.
When iterating on possible design solutions that would keep Jessie, her pet, and other users the most safe from COVID-19, we determined that users would need to go through two different experiences that would help us pinpoint our MVP to best meet their needs: booking an online appointment and attending a curbside appointment.
Part of the Booking Flow
We were also tasked with considering a CRM that would be used internally, that will allow Pet Care Plus staff to seamlessly complete contactless, safe curbside check-in for each patient using a tablet.
Reflections and Next Steps
relections and next steps
This was the first time I had ever worked on a design team. It was such an enlightening experience, and I really enjoyed learning so much from my teammates. I discovered that I really enjoy the research piece of the design process, and want to keep getting better at conducting effective research. Continuing to learn about our design, and testing and iterating on its features would definitely be immediate next steps.
