Paws & Poise
Mobile Pet Grooming Service
This was a case study on the importance of brand protection and speed as an entrepreneur. As a growing company faces increasing customer needs, old methods may not meet their demands. Leverage digital tools to alleviate a potential bottleneck and increase revenue, while making a name for yourself. If not you risk losing loyal customers and potential new ones
Objective
Develop a new mobile application that allows users to book grooming appointments as well as purchase homemade products
Scope
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Discovery
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Synthesis
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Ideation
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Design
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Testing
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protoype
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recommendations
Platform
Figma
Timeline
2 week sprint
The Story
P&P came to me to create a mobile app to help them with increasing customer demands. We had to figure out what customers wanted and needed first, as well as how to align with the companies goals
An increase in customer traffic created a new problem
1
Problem
A surge in customer interest has made scheduling appointments over the phone an overwhelming process
2
Impact
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Customers unable to book appointments
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Revenue loss
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Negative brand impact
3
Fix
Drive appointments and increase products revenue via new mobile application
I Interviewed real pet owners
I gathered insights from people that currently owned a pet and use a grooming service.
I asked about:
Grooming service booking experiences
Drivers and deterrents
Product purchasing habits
Organic Products a must
Clear pricing was a pain point
Favorite option desired for quick follow-ups
Reviews & referrals drive decision making
And they said...
Persona
"I like seeing someones work, the before and after...the comments..."
- Real pet owner
How Might We...
Now to put ourselves in the shoes of our audience and consider the best pathways and ideas that'll make booking a breeze and encourage some additional shopping
Build Trust
Make it intuitive
encourage reviews
​
Design
Ideation
Process
User feedback inspired me to go with a big, clear, self-evident layout
I found out that Pet parents wanted to quickly re-book their favorite custom-built packages
Because our audience told us they want transparency, we have multiple confirmation points
Round 1 - Usability Test Findings
01.
Inconsistent UI heuristics and standards distracted
02.
Navigation needed to be clearer
03.
typography
04.
Date and Time bookings could be consolidated
05.
shapes and size consistency
After applying feedback
Welcome to my very first prototype. Go ahead and book your pet a grooming service.
Users value simplicity and transparency. At the same time they value a comprehensive onboarding and custom grooming options...they just don't want to repeat that process every time. Overall organic products were the top choice and lots of sensitivities exist. Pawrents want that familiar feel when they do business and they'll tell who ever will listen all about the experience.
I continue to iterate on the prototype and can see this type of research valuable for dogs walkers, daycares, training camps, etc... and more.
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