PROJECT: Tom's Pet Health Center
ROLE: UX Design, Web Design, UX Research
DURATION: Feb 2022 (3 weeks)
Project Overview
The product
Tom Pet Health Center offers comprehensive services for pets. The goal of the project is to design Pet Health Center website to make the pet care process easier, faster, and more convenient, by providing a broad range of services.
Challenges
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Most pet health center websites don't offer multiple language services.
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The pet owner has to go to different places to have their pets treateed.
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The pet owner usually has to wait at least a week to see the vet.
Research
Personas
User Journey Map
I created a user journey map of Thomas’s experience using the site to help identify possible pain points and improvement opportunities. Thomas is a busy software developer who needs a boarding place with a training program, and a full service pet health care website, because he wants an easier caring process for his pet.
Choose a pet hospital
Browse website
Make an appointment
Choose a pet hospital/emergency room online
Key Findings
Multi-language service
Most pet related websites don't offer a multi-language option, which results in confusion for non-English speakers.
Comprehensive service
Most pet related places only offer a few services. It would be more convenient to find all necessary services in one place.
Long wait times
Long wait times for a vet appointment.
Ideation
Sitemap
Difficulty with pet health related businesses which doesn't offer full services. That was a primary pain point for users, so I used that knowledge to create a sitemap. My goal was to make things simple, clear and easy to use.
Prototype
Low-fi Wireframe
Usability Study
I received feedback from my research about aspects such as the navigation bar, the home page, and page organization. I listened carefully to their feedback, and I implemented several suggestions to address user pain points.
Usability Findings
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Users are confused about surgery appointments. Can surgery be scheduled directly, or is the appointment for a consultation?
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Users feel uncomfortable about paying for the vet chat when they make an appointment.
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During the checkout process, there wasn’t a clear way for users to buy prescription medication.
Process
Below is the design process through the ideation phase. As expected, the process was more of an organic journey than a linear path, consisting of a constant revisit of the previous steps and reiteration.
Review
Research
Sketch Ideas
Lo-Fi
Wireframe
Validation Testing
Hi-Fi
Wireframe
Final Product