Veterinary Clinic App and Website

Project Background

My Role: Lead UX Designer, UX Researcher

The Problem: Veterinary clinics across the nation are overwhelmed with keeping up with the volume of new pets while also facing staffing shortages. Pet owners and vet clinics need optimized processes for exchanging pet health information and managing clinical admin tasks

The Goal: Create a website and mobile app to access pet health information as well as communicate health concerns and manage appointments/tasks with clinic

Target Audience: Veterinary clinics and pet-owners who frequent them


User Research

Study Details

  • User research was conducted via an unmoderated survey targeting pet owners who have been to a vet clinic at least once in the past year

  • Research assumed participants visit the same clinic and have the resources and interest for a website and/or mobile app

Key Challenges and Constraints

  • User pain points:

    • Spam - users don't want a service that sends large quantities of emails to them

    • Subscription wall - users don't want this service to be behind a payment/subscription wall as they already pay for clinical services when using them

    • Relevant info - for users to create an account or download an app the service needs to provide for universal needs and wants

User Persona

Problem Statement: Janine is a pet owner who needs to register her pets with the vet online because she wants the convenience of viewing and scheduling health services online or through her phone.

Starting the Design

Concepts:

  • Main user flow is registering a pet to account

  • Design a website first and then scale down to an app

  • Incorporate placeholders for user needs that are not part of the main user flow

  • Design for screen size variations

Usability Study Findings

An unmoderated usability study was conducted with 5 participants and revealed the following insights:

  • Make the login to account navigation more prominent

  • Add more options to account details that users expect to see such as account editing and billing information

  • Website needs better design layout and grouping

Before Usability Study:

After Usability Study:

Refining the Design

Main User Flow:

Home > Login > View Account > View Pets > Add Pet > Confirmation

Lessons Learned

  • Finding balance in design - too much or too little customization/tools can be detrimental to product usage

  • Designing for different screen sizes is more than making a design bigger or smaller

  • Projects that involve something I am personally passionate about are much more fun and engaging to work on

Next Steps

  • Conduct another usability study with the high-fidelity prototype

  • Complete the rest of the website that is not part of the main user flow

  • Create and insert annotations for engineers to add accessibility options such as screen readers