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Veterinary mobile app

Project Overview

Client: KC Veterinary Services | Location: Phoenix, AZ. USA | Services: Vaccinations, microchips, lab tests, and more

Duration: July 2021 - May 2022 | Tools: Figma, Adobe Creative Cloud, Google Workspace

introduction

The Problem

The Problem

The Problem

Some pets owners are not able to go in person to the veterinary clinic.

The Goal

The Problem

The Problem

Design an app for KC Veterinary Mobile Services that allows users to easily schedule and pay for their appointments as a main feature.

My Role

The Problem

UX Research Responsibilities

UX Designer creating a user friendly app for KC Veterinary Mobile Services from conception to delivery.

UX Research Responsibilities

UX Research Responsibilities

UX Research Responsibilities

Choosing the right research methods. Recruiting participants for research studies. Conduct interviews, surveys and usability tests. Data analysis. Generating insights from data. 

UX Design Responsibilities

UX Research Responsibilities

UX Design Responsibilities

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.   

Understanding the users

Research

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). 

User 1

User 1

User 1

"Veterinary clinics' hours and language barrier."

User 2

User 1

User 1

"Long wait on phone calls to make the appointments."

User 3

User 1

User 3

"Services prices and lack of payment plans."

pain points

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:

Time

Appointment Place

Appointment Place

Working adults don't have enough time to schedule an appointment by phone or to take their pets to 

the clinic in person. 

Appointment Place

Appointment Place

Appointment Place

The appointments are only offered in person at the clinics and not in the clients' place preference or online.

Accessibility

Appointment Place

Accessibility

Most of the veterinary clinics' apps are just in English language.

personas

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.

User journey map

This user journey map shows the persona Giselle (above) in her goal to request affordable veterinary services for her pet with translation help.

Competitive audit

Three apps from veterinary clinics that offer mobile services (at client's home) were audited to compare the requesting veterinary services experience.

Vets on Call

Strengths

  • Offering the option to pick the doctor from a list.
  • Giving the chance to send messages to the doctors.
  • Quick access to Booking and to Emergency contact.


Weaknesses

  • Offering the app in just one language.
  • Using non label icons on the navigation bar.
  • Too much information in homepage and not clear hierarchy.

MoVet

Strengths

  • Offering virtual TeleHealth consultations.
  • Featuring an estimated fee calculator tool.
  • Being transparent with money issues.


Weaknesses

  • Not showing any contact info.
  • Having a limited number of features.
  • Having access to all the features just from the homepage.

Gold Cost Mobile Vet Services

Strengths

  • Providing a Search tool.
  • Using good representative icons.
  • Offering great features like Pet Poison Hotline.


Weaknesses

  • Delay loading pages.
  • Very old-fashioned look and feel.
  • Poor brand identity.

starting the design

Wireframes

Usability Studies

Wireframes

A wireframe is a two-dimensional illustration of a page’s interface that specifically focuses on space allocation and prioritization of content, functionalities available, and intended behaviors.

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Prototypes

Usability Studies

Wireframes

A prototype is a simulation of a final product which product teams use for testing before committing resources to building the actual thing. Prototyping is the fourth phase of both design thinking and design sprints.

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Usability Studies

Usability Studies

Usability Studies

Usability testing is a technique used in user-centered interaction design to evaluate a product by testing it on users. It gives direct input on how real users use the system and it is helpful for iteration.

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Mockups

Usability Studies

Usability Studies

A mockup is a visualization or design of an app, web page, or product that illustrates what the final outcome might look like. It helps designers and developers visualize the product's appearance before it is built out.

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