Pet Health Marketplace | UX Strategy + Research +Design
Project Background
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
Objectives
1. Redesign the End-to-End App Experience
Introduced a "lite" design system to ensure consistency and modernize the app experience
2. Reduce Booking Dropoff Rates
Ran extensive user interviews and usability tests to determine causes of dropoff rates and solve for them
3. Introduce Proactive Care to Generate Recurring Revenue
The marketplace was dependent on transactional revenue, so I explored and introduced new concepts to drive recurring revenue
Scope of Work
Research and Concept Exploration
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
User Journey Analysis
Developed scenarios based on different customer archetypes to support their unique journeys
Research Methods
Conducted studies using various tools and methodologies
Ran concept tests to gauge user interest
Usability Testing and Design
Mapped out existing user flows
Ran usability tests to identify key friction points
Designed and validated solutions through further usability testing
Booking Experience Redesign
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
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Posted Jul 30, 2024
At Vetster, a veterinary marketplace, I reimagined the app experience to boost revenue and user engagement.
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