Client: KC Veterinary Services | Location: Phoenix, AZ. USA | Services: Vaccinations, microchiping, lab tests, and more
Duration: July 2021 - May 2022 | Tools: Figma, Adobe Creative Cloud, Google Workspace
Some pets owners are not able to go in person to the veterinary clinic.
Design an app for KC Veterinary Mobile Services that allows users to easily schedule and pay for their appointments as a main feature.
UX Designer creating a user friendly app for KC Veterinary Mobile Services from conception to delivery.
Choosing the right research methods. Recruiting participants for research studies. Conduct interviews, surveys and usability tests. Data analysis. Generating insights from data.
Create the information architecture (IA) of the app. Competitive audit. Paper and digital wireframing. Low and high-fidelity prototyping. Account for accessibility. Iterate on designs.
I conducted interviews to prospect users and created empathy maps to understand their needs. I identified through research a primary user group of adults from 18-75 years old who can't go in person to the veterinary clinic.
Research showed the most common obstacles for users to overcome, when they need their pets to be seen by a doctor (listed below).
"Veterinary clinics' hours and language barrier."
"Long wait on phone calls to make the appointments."
"Services prices and lack of payment plans."
Through research I found that those issues that frustrated and blocked users from getting what they needed, have a veterinary visit, could be grouped in three categories:
Working adults don't have enough time to schedule an appointment by phone or to take their pets to
the clinic in person.
The appointments are only offered in person at the clinics and not in the clients' place preference or online.
Most of the veterinary clinics' apps are just in English language.
These fictional characters will be representing our target users. They are a valuable tool that allows to better understand our audience and to make design decisions accordingly.
This user journey map shows the persona Giselle (above) in her goal to request affordable veterinary services for her pet with translation help.
Three apps from veterinary clinics that offer mobile services (at client's home) were audited to compare the requesting veterinary services experience.
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