PetDesk Redesign
Centering Pet Parents with a redesign based helping them achieve key goals.
Proposal for Locai, Inc. I am not affiliated with PetDesk.
My Role & Responsibilities
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Research
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UX Design
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Usability Testing
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Brand and UI Design
Partners & Stakeholders
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Agency Principal
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Creative Strategist
Prepared for Locai, Inc.
Summary
“PetDesk’s target audience is local vet offices, giving them a way to connect to their customers and provide online ordering through 3rd Party Providers.”
-Locai, Inc. PetDesk Parent Company
Problem
Low user engagement due to focus on
Vet Business Partners vs. Pet Parents.
"This would be a great tool to help me take care of my fur babies. It goes way beyond just messaging with my vet."
-Usability Study Participant
Solution
Center Pet Parents by adding
interactive features based on their goals.
Results
Increased customer satisfaction and revenue opportunities for both Vet Partners and PetDesk (Locai, Inc.)
Competitive Analysis
PetDesk is already leading the pack. No other app connects independent vets to pet owners the way PetDesk does - presenting a huge opportunity to engage these users.
Goal Directed UX Redesign Process
User Pain Points
User survey and review analysis revealed the following pain points:
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Messaging - Currently only one-way from vet to pet owner.
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Calendar - To do list is separate from appointments, hard to find and share
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Pet Records - no way to share with co-caregivers, family, pet sitter, etc.
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Supplies - In app Rx and Supplies Auto Refill rarely works.
Key Users & their Goals
SINGLE PET OWNERS
Goal: Communication with vet & other service providers.
“I don’t currently use a Vet app, but would definitely consider it to help me take care of my pups.”
-User Survey Participant
CO-CARETAKERS
Goal: Easily track pets’ schedule.
“The dogs can’t be trusted to let me know they have already had dinner!”
-User Survey Participant
BUSY FAMILIES
Goal: Keeping pet supplies stocked.
“We often struggle to keep Scout’s things in stock, especially meds.”
-User Survey Participant
User Journeys
Existing user journeys were mapped for each of the top goals.
New user journeys were proposed for each and used to make wireframe prototypes.
Usability Study
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Questionnaire to qualify users.
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Remote observational testing of wireframe prototypes for each Task Flow.
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Identified flaws in UX patterns and information architecture.
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Revise & Retest.
UX Redesign Recommendations
Goal 1: Communication with vet & other service providers.
“... I don't like getting a message from my vet that I don't have the option of writing them back.”
-PetDesk User Google Play Reviews
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New “Pack” feature to create groups of pets, providers and caretakers.
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Group messaging allows instant communication.
Existing App
Redesign
Goal 2: Share pets’ schedule and updates to events with a shared caretaker
“The to do list and appointments are separate. I cannot edit or share the appointments.”
-User Survey Participant
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Create and share Pack and individual pet calendars.
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Keep co-caretakers updated.
Redesign
Existing App
Goal 3: Set up Rx Auto Refill
“Ordering supplies through the app rarely works for me, particularly Rx refills.”
-User Survey Participant
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Keep pet supplies in stock through use of Auto Refills.
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In App communication with vet to authorize Rx refills.
Existing App
Redesign
UI Redesign
Calming, welcoming redesign that signals the change in focus.
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Reflection and Results
Upon sharing the redesign with Pet Owners, a majority of users recognized how PetDesk can become a practical tool, giving them more control over the features and increasing communication between care-givers and veterinary professionals.