UX Design/UI Design
Web app redesign for
pet-sitter matching
Project Type
Mobile App
Role
UX/UI Design
Tools
Figma
Timeline
2 months
Overview
The result
Make search easier
Find exactly what you need
Fliter options include pet-sitters’ backgrounds, specific needs, and house environment, which are the main goals that most owners need.
Time-saving
Jump to Final Design
Problem
Pet owners are unable to find a suitable and trustworthy pet-sitter.
After conducting stakeholder interviews, we found that the conversion rate from registration to completing an order was only 10%. Much of the drop-off occurs on the homepage. User feedback indicates that many people struggle to find a suitable pet-sitter, with some neglecting to specify their pet category initially, leading to the wrong match.
User Interview
What does 'suitable' imply for pet owners?
User feedback suggests that finding the 'suitable' animal caregiver is a pressing issue. Yet, how do we define 'suitable'? Is it a universally agreed concept or totally subjective? To better understand the rationale behind choosing a pet sitter and any concerns about it, I interviewed 3 current and 4 prospective users of Fluv selected from online communities and personal contacts, all aged between 28 and 40.
Research Findings
There are unique preferences when choosing a pet-sitter.
The interview unveiled unique preferences among dog and cat owners when choosing a pet-sitter, contributing to segmented findings.
For dog owners, they focus on...
Dog boarding and walking
Conventional needs for dog owners who lack time include walking their dogs or arranging boarding when traveling.
Similar parenting philosophy
Dog owners' parenting styles vary widely, raising concerns about learning bad habits or potential bullying.
Environment and other pets
Consider not only the physical environment but also other pets the sitter cares for. For example, small dogs may fear larger ones.
For cat owners, they focus on...
House sitting
Cats are usually uncomfortable leaving their familiar environment or staying in pet hotels.
Having elderly or ill pets
Prefers caregivers with experience in administering medication or injections.
Multiple
Relying on friends or family for care might be inconvenient, and pet hotels are costly.
Other key pain points were found are...
User Persona & POV Statement
Based on our findings from user interviews, we created a persona and a POV statement, summarizing needs and painpoints.
Zora, an engineer frequently working overtime wishes to quickly find someone with experience caring for large dogs to walk her Golden Retriever. Additionally, when traveling overnight, she seeks a caregiver with expertise in administering injections and medication to look after for her elderly, ailing cats.
From Problem to Solution
We generated multiple HMW questions by evaluating their value to users and assessing the cost of implementing.
First, we aim up for good. As a search platform, our top priority is to optimize user search experience. Therefore, we focus on aligning search results with users' needs.
Next, we go after adjectives. We know that significance of gaining users' trust, especially when asking strangers to look after their pets.
Last, we minimize the negatives. Long waiting times or no responses from pet-sitters have been reasons users did not complete their bookings.
User Flow
Enhancing the present system by introducing two functions.
Based on HMW ideation, users input the necessary information to increase matching probability before searching. An option for instant booking has also been added, allowing users to complete reservations without waiting for a response after choosing a suitable pet-sitter.
Usability Test
Over 50% of participants were satisfied with the new design.
I conducted two rounds of moderated testing, having 5 participants complete scenario-based tasks and observing their responses and behaviours when reaching goals.
The SUS (System Usability Scale) shows that most participants found the redesign website easier to use with clear guidance on homepage. They were also able to check pet-sitters' backgrounds more quickly with the tags.
Iteration
After this project, I conducted iteration independently based on user feedback from the usability test.
For some users, they feel ...
Redesign homepage
Enhance Instant Booking
Improve filter options
Final Design
Home Screen & Search
Pet-Sitters Listing & Filter
Takeaways
As a beginner, this case study has allowed me to understand the design thinking process comprehensively; each stage represents an iteration, whether user interviews or the final usability test. There is always room for improvement during user interviews, so each subsequent interview involves deeper questions than the previous ones. Additionally, I have learned that teamwork involves embracing voices from different backgrounds and how to communicate effectively to produce successful outcomes.
Next Step
Continue optimizing other pages, such as data entry, payment, and profile setting.
During stakeholder interviews, it was mentioned that some retired women aged 45 and above hesitanted to join the platform due to limited technological skills. In the future, we can implement an inclusive design that caters to the needs of the elderly.