Pet Health Marketplace | UX Strategy + Research +Design

I was engaged as the UX Designer for a Pet Telehealth startup to:

Redesign their end-to-end experience

Conduct usability design and optimize their booking experience

Introduce a new product concept to re-engage users

Introduced a "lite" design system to ensure consistency and modernize the app experience

Ran extensive user interviews and usability tests to determine causes of dropoff rates and solve for them

The marketplace was dependent on transactional revenue, so I explored and introduced new concepts to drive recurring revenue

I conducted extensive research to explore new concepts for building recurring revenue streams.

This included:

Testing concepts with both existing and non-existing users

Analyzing our limitations

Developing an executive summary of the tested concepts

Developed scenarios based on different customer archetypes to support their unique journeys

Conducted studies using various tools and methodologies

Ran concept tests to gauge user interest

Mapped out existing user flows

Ran usability tests to identify key friction points

Designed and validated solutions through further usability testing

Based on a series of test case scenarios for key user journeys, I determined to design a booking experience that:

Provided immediate booking options and availabilities

Removed redundant screens and steps that were taxing

Redesigned the overall booking flow