End-To-End Mobile Application:
Furry Companion Clinic Appointment Booking
Problem Statement
Pet owners frustrated with long walk-in wait times at vet clinic
Cumbersome and time-consuming appointment booking over the phone which is often engaged or not picked up
Solution
A mobile app for pet owners to easily book vet appointments, minimizing clinic wait times due to walk-in. Plus, no more phone call frustrations.
End-To-End Mobile Application - Process
My role
UX Designer
Duration
2 months
Skills
UX Research
User Interviews
Wireframing
Prototyping
Usability Testing
Introducing Furry Companion Clinic Mobile App
As a pet owner, I aspire to design a mobile app that enhances the vet clinic experience.
Furry Companion Clinic’s UI kit
Here is a breakdown of the colors and font I decided to use for the entire application.
Furry Companion Clinic’s Competitors
I did a comparison of all 3 vet clinics without mobile application
Talking to pet owners
Based on my user interviews with pet owners who are the users of the above 3 vet clinics, I categorized the insights into 2 groups as follows :
60%
of the vet clinic users are disastisfied with the long waiting time at vet clinics, especially when they walk-in
20%
of the vet clinic users are frustrated with making appointment over the phone, as phones are sometimes engaged or not picked up
What is the main problem?
From the user interviews and analysis, the main problems are clear :
Pet owners frustrated with long walk-in wait times at vet clinic
Cumbersome and time-consuming appointment booking over the phone which is often engaged or not picked up
User Persona
From the insights gathered from the interview as well as that of the process of the formulation of the problem statement, I created the persona Paola, so that I could stay focused on designing for this specific group of people.
A mobile vet appointment booking app is therefore proposed:
User Flow - envisioned user navigation within the app
Prioritization of features
During brainstorming, I considered numerous features but ultimately only chose a selected few (as follows) to prioritize relevance and usefulness, avoiding overwhelming users.
Sketches of the application
High Fidelity Wireframe
Prototype
Usability Testing Results
Although 100% of the participants found the prototype user friendly , easy to use and well-designed in terms of aesthetics and layout the test also revealed the following:
80%
of the participants would prefer location information to be included in the vet selection page
60%
of the participants found the legend confusing and unnescessary
Revisions based on usability test results
Vet location added
Before
No location
2. Removed confusing and unnescessary legend
Confusing and unnescessary legend
What have I learnt?
It would be more beneficial if I approached not only pet owners but vet clinics about this idea, reason being businesses are more likely to pay for such applications in the real world
What’s next?
Include a resource page on pet health care, so as to cater to first time pet owners and those whom want to know more
Include a langauge section under vets, so as to allow users to know what language the vets are proficient in
Before
After
Added Location
After
Legend removed
