Improving
Appointment Booking and

healthcare for Pets

seamlessly

Improving
Appointment Booking and

healthcare for Pets

seamlessly

tele-healtHcare | app DESIGN | b2c | casestudy

tele-healtHcare | app DESIGN | b2c | casestudy

The Challenge

The Challenge

The Challenge

In an increasingly competitive world, People's schedules are becoming more hectic. With no time for even personal care, Managing time for Pets Care is difficult as well as Knowledge and learning plays a key role in it. Pets can't speak our language, so it becomes more important for us to look up to them carefully. Finding a good veterinarian, booking an appointment, and waiting in a queue is itself a challenge for Pet owners.

In an increasingly competitive world, People's schedules are becoming more hectic. With no time for even personal care, Managing time for Pets Care is difficult as well as Knowledge and learning plays a key role in it. Pets can't speak our language, so it becomes more important for us to look up to them carefully. Finding a good veterinarian, booking an appointment, and waiting in a queue is itself a challenge for Pet owners.

Initial Kickoff

Initial Kickoff

Initial Kickoff

Starting off, I asked myself a few initial questions. Who is our primary user? What kind of goals do they have? Why would someone want to use this application? Just how large of a scope do I want this project to be? After interviewing four participants to establish archetypes later on, it became evident that the goals they wanted to accomplish all fell within the same categories; finding out more about their pet care habits & identifying more pain points they carry.

Starting off, I asked myself a few initial questions. Who is our primary user? What kind of goals do they have? Why would someone want to use this application? Just how large of a scope do I want this project to be? After interviewing four participants to establish archetypes later on, it became evident that the goals they wanted to accomplish all fell within the same categories; finding out more about their pet care habits & identifying more pain points they carry.

Design Process

Design Process

Design Process

The project is truly based on balanced User Centric Design Process in order to focus on the user problem and Business requirements to ensure that product meet the need of Target Audience and stand-out in Indian market. I decided to break down the project into different phases as mentioned below.

The project is truly based on balanced User Centric Design Process in order to focus on the user problem and Business requirements to ensure that product meet the need of Target Audience and stand-out in Indian market. I decided to break down the project into different phases as mentioned below.

Discovery

Discovery

Discovery

Defining

Defining

Defining

Ideation

Ideation

Ideation

Design

Design

Design

Testing

Testing

Testing

Testing

Design Process

The project is truly based on balanced User Centric Design Process in order to focus on the user problem and Business requirements to ensure that product meet the need of Target Audience and stand-out in Indian market. I decided to break down the project into different phases as mentioned below.

Discovery

Define

Ideation

Design

User Testing

Discover

Empathizing with Users...

Empathizing with Users...

Empathizing with Users...

Pet care is a vast sector in itself, To know about the ground level problems in depth, I tried to understand users and Vets problems in detail and gathered their experiences and Insights to figure the Target Audience and Market needs and requirements.

Pet care is a vast sector in itself, To know about the ground level problems in depth, I tried to understand users and Vets problems in detail and gathered their experiences and Insights to figure the Target Audience and Market needs and requirements.

Quantitative Research with Users through Google forms

Conducted a google form interview of 100 people to know about their journey of having a Pet or not having a pet, and introduced few basic questions to figure out their daily routines with the pet care, and how easily a vet service available to them.

Given below are questions that I included in the form.

Conducted a google form interview of 100 people to know about their journey of having a Pet or not having a pet, and introduced few basic questions to figure out their daily routines with the pet care, and how easily a vet service available to them.

Given below are questions that I included in the form.

Q1. How many dogs do you have ?

Q1. How many dogs do you have ?

Q1. How many dogs do you have ?

0

0

1

1

2

2

2+

2+

Q2. How many Veterinarians are available in your area ?

Q2. How many Veterinarians are available in your area ?

Q2. How many Veterinarians are available in your area ?

0

0

1-3

1-3

3-5

3-5

5+

5+

Q3. How far is the nearest Veterinary Hospital available from your residence ?

Q3. How far is the nearest Veterinary Hospital available from your residence?

Q3. How far is the nearest Veterinary Hospital available from your residence ?

<1km

<1km

1-5 km

1-5 km

5-10 km

5-10 km

10+ km

10+ km

Q4. How easily a Veterinarian available to you ?

Q4. How easily a Veterinarian available to you ?

Easily

Easily

Moderately

Moderately

Difficult

Difficult

Very difficult

Very difficult

Q5. How often do you travel abroad/distant doctors, seeking for better facility ?

Q5. How often do you travel abroad/distant doctors, seeking for better facility ?

Q5. How often do you travel abroad/distant doctors, seeking for better facility ?

Frequent

Frequent

Sometimes

Sometimes

Rarely

Rarely

Never

Never

Q6. How much Knowledge do you have about your pet when it comes to Healthcare ?

Q6. How much Knowledge do you have about your pet when it comes to Healthcare ?

Q6. How much Knowledge do you have about your pet when it comes to Healthcare ?

Very well

Very well

Good

Good

Bad

Bad

Worse

Worse

Q7. How easily information related to Diet chart, Training, Fitness, Care etc. available to you ?

Q7. How easily information related to Diet chart, Training, Fitness, Care etc. available to you ?

Q7. How easily information related to Diet chart, Training, Fitness, Care etc. available to you ?

Easily

Easily

Struggling

Struggling

Difficult

Difficult

Very Difficult

Very Difficult

Q8. How much verified and genuine are those information?

Q8. How much verified and genuine are those information?

Q8. How much verified and genuine are those information?

Trusted and verified

Trusted and verified

Fairly Trusted

Fairly Trusted

I never know

I never know

not trusted

not trusted

Q9. How much do you rate the service (on scale of 10), if all of this problems will be solved ?

Q9. How much do you rate the service (on scale of 10), if all of this problems will be solved ?

Q9. How much do you rate the service (on scale of 10), if all of this problems will be solved ?

7-10

7-10

4-7

4-7

<4

<4

Qualitative Research with Users through zoom calls

After getting a brief knowledge about the pet owners, I wanted to know in depth about their conditions, challenges, motivations and Frustrations, so I conducted a direct Interview from different user by shortlisting a group and tried to know their situations more personally.


Given below are the list few questions that I include with all of them, although 70% of discussion is unplanned and impromptu to users.

After getting a brief knowledge about the pet owners, I wanted to know in depth about their conditions, challenges, motivations and Frustrations, so I conducted a direct Interview from different user by shortlisting a group and tried to know their situations more personally.


Given below are the list few questions that I include with all of them, although 70% of discussion is unplanned and impromptu to users.

Me

Users

Q: How do you describe your typical Day?

Q: How do you describe your typical Day?

Q: How do you describe your typical Day?

Q: What is your occupation?

Q: What is your occupation?

Q: What is your occupation?

Q: Averagely How many hours are you occupied in your work on daily basis?

Q: Averagely How many hours are you occupied in your work on daily basis?

Q: Averagely How many hours are you occupied in your work on daily basis?

Q: What pet do you own and How many of them?

Q: What pet do you own and How many of them?

Q: If it is Dog, What Breed does it belong to?

Q: If it is Dog, What Breed does it belong to?

Q: If it is Dog, What Breed does it belong to?

Q: Did you buy or Adopted it?

Q: Did you buy or Adopted it?

Q: Did you buy or Adopted it?

Q: How many Vets are there in your area?

Q: How many Vets are there in your area?

Q: How many Vets are there in your area?

Q: Which one you prefer and why? also why not others?

Q: Which one you prefer and why? also why not others?

Q: Which one you prefer and why? also why not others?

Q: What is the average time you spent when visiting a Vet?

Q: What is the average time you spent when visiting a Vet?

Q: What is the average time you spent when visiting a Vet?

Q: Do you use any Digital pet-care service? and which one?

Q: Do you use any Digital pet-care service? and which one?

Q: Do you use any Digital pet-care service? and which one?

Q: What is the one thing you like most about that App/Website?

Q: What is the one thing you like most about that App/Website?

Q: What is the one thing you like most about that App/Website?

Q: What challenges do you face while using that App/Website?

Q: What challenges do you face while using that App/Website?

Q: What challenges do you face while using that App/Website?

Q: Three things that you wish could be possible to solve your pain points?

Q: Three things that you wish could be possible to solve your pain points?

Q: Three things that you wish could be possible to solve your pain points?

and much more impromptu discussions...

and much more impromptu discussions...

and much more impromptu discussions...

Findings from the Interview...

Pain Points

Pain Points

Pain Points

Due to scarcity, Vets charge more for their services and hence medicines.

Due to scarcity, Vets charge more for their services and hence medicines.

Due to scarcity, Vets charge more for their services and hence medicines.

sometimes not satisfied with vet's services, but they are the only option

sometimes not satisfied with vet's services, but they are the only option

sometimes not satisfied with vet's services, but they are the only option

I have to take my dog to the vet which is far away. It nearly blocks my whole day

I have to take my dog to the vet which is far away. It nearly blocks my whole day

I have to take my dog to the vet which is far away. It nearly blocks my whole day

Lack of knowledge of pet foods, diets, health etc.

No knowledge of pet foods, diets, health etc. so we end up finding on internet but, bu

Lack of knowledge of pet foods, diets, health etc.

Genuine information on the Internet is always a question.

Genuine information on the Internet is always a question.

Genuine information on the Internet is always a question.

The schedule are generally hectic. So time is always an issue.

The schedule are generally hectic. So time is always an issue.

The schedule are generally hectic. So time is always an issue.

In rural areas, Meds and other accessories are inaccessible

In rural areas, Meds and other accessories are inaccessible

In rural areas, Meds and other accessories are inaccessible

Need to know people with similar pets, so that it will be efficient to know what they practice for their pets.

Need to know people with similar pets, so that it will be efficient to know what they practice for their pets.

Need to know people with similar pets, so that it will be efficient to know what they practice for their pets.

Vets mostly recommend what they have to sell and are costly.

Vets mostly recommend what they have to sell and are costly.

Vets mostly recommend what they have to sell and are costly.

Few time we face small issue, but still have to visit pets so require digital consultaion.

Few time we face small issue, but still have to visit pets so require digital consultaion.

Few time we face small issue, but still have to visit pets so require digital consultaion.

In rural areas, Vet takes at least 6-7 hours or more to visit us.

In rural areas, Vet take and he takes at least 6-7 hours or more to visit us.

In rural areas, Vet takes at least 6-7 hours or more to visit us.

After Collecting users’ feedback, I tried to understand the market further...

Discovering Market & Competitors...

Discovering Market & Competitors...

Discovering Market & Competitors...

After extracting information and insights about the users, I dig deeper into the Industry to learn more about competitors and tried to find out the market challenges and opportunities.

After extracting information and insights about the users, I dig deeper into the Industry to learn more about competitors and tried to find out the market challenges and opportunities.

Who are our Competitors ?

I wanted to take a closer look at Dogtor's competitors and how they’re helping their users. Through my market research, I identified 4 top direct and indirect competitors within the industry.

I wanted to take a closer look at Dogtor's competitors and how they’re helping their users. Through my market research, I identified 4 top direct and indirect competitors within the industry.

VitusVet

VitusVet

advantages

advantages

  • Add multiple pet sitters, so that multiple account can take care over one pet

  • Can access medical records digitally from the vet.

  • Manage Log information regarding Medication, Allergies, vaccination etc. is feasible.

  • One can refill their medication requirement as per the need of user.

  • Large community.

disadvantages

disadvantages

  • Limited to vets around the user's area and not across the globe.

  • Your vet should join the app first then only, user would be able to continue the service with them through this app.

  • More of a record keeping and health management app for pets.

  • User Experience is not upto mark.

Dr. Pets

Dr. Pets

advantages

advantages

  • DrPetsApp has a panel of highly qualified Veterinary Doctors - MVSc, PhD.

  • With DrPetsApp ,less time in waiting room.

  • No hassle for travel to vet until unless its critical.

  • Caters to multiple pets and cattle.

disadvantages

disadvantages

  • Chat based consultation only.

  • User Interface is outdated.

  • Walk-in Appointment booking is unavailable.

  • User Experience is critical.

  • Inoperable since long time.

11 Pets

11 Pets

advantages

advantages

  • Caters to multiple problems, including Appointments, Medications, Cleaning history etc.

  • Focus on overall health care including Grooming and Vaccinations.

  • Users can track Supplies such as Food, Supplements etc.

  • Sharing Pet data is good feature to have, in case of Adoption or sell.

disadvantages

disadvantages

  • UI is clumsy specially Homepage.

  • Not functional in India.

  • Booking for only Grooming service is available currently.

  • Bad User Experience

  • Walk-in appointments booking unavailable.

Define

Now we will define overall data and pain-points in a way that it make sense, so that further Information could be extracted to derive a solution...

Target Group Personas

Target Group Personas

Target Group Personas

I created two different User Personas based on the research and was able to create two characters who represent the Target users of the product.

I created two different User Personas based on the research and was able to create two characters who represent the Target users of the product.

Working Professionals

Working Professionals

Working Professionals

Non-working Individuals

Non-working Individuals

bio

bio

Smriti is a Teacher. She is smart and new pet parent. she is mostly busy in talking classes either in Institution or in personal tuitions. Smriti has a dog named 'Oscar'. she really wants to know about pet care centers in her area and wants to be up to date with Pet related diseases and healthcare solutions.

Every night she loves to take Oscar for walks and spend time with him on Holidays.

Sambhu is a retired personnel. He is bold and lives with her wife. His children stays abroad or away from home. he owns a bitch named 'Bella'. Sambhu is too much concerned for Bella's health and Nutrition. He visits a nearby vet for scheduled checkups and vaccinations. He need some change as he is not like its service.

Sambhu plays with Bella all the time and take her care like his own child.

Goals

Goals

  • Wants to give my Dog, Good Nutrition and Healthcare.

  • Wants to shift from my Vet, as he is charging more.

  • Wants to know, what's happening in Dog's world.

  • Wants to interact or talk to other pet parent, to know more about parenting.

  • Wants to train her myself, just needs some good directions and Guidance.

  • Most dog foods are packed, so want to learn about other daily options available for better health and nutrition.

  • Want an easy and simple method for Appointment booking, Digital consultation could be more better.

Pains

Pains

  • Sometimes NOT satisfied with her Vet's service, But he is the only option available.

  • Felt like, I could have known more about Dogs.

  • Worried about vaccination, doesn't know when to take Oscar for it.

  • No Review system for vets, so difficult to trust them.

  • Hydrotherapy service not available in my area.

  • Local vet clinic NOT providing good grooming services in my area.

  • Unavailability of Meds and services.

  • During urgent requirements, Knowledge of available options and their availability is critical.


  • Hydrotherapy service not available in my area.

  • Local vet clinic NOT providing good grooming services in my area.

  • Unavailability of Meds and services.

  • During urgent requirements, Knowledge of available options and their availability is critical.


Empathy Mapping

Empathy Mapping

Empathy Mapping

In order to get a deeper understanding of Behavior and Method, empathy mapping is done. It is a collaborative visualization used to articulate what we know about particular type of user.

In order to get a deeper understanding of Behavior and Method, empathy mapping is done. It is a collaborative visualization used to articulate what we know about particular type of user.

Ideate

Card Sorting

Card Sorting

Card Sorting

To organize the contents and Information, I performed card sorting to get idea of which information belongs where through multiple inputs and performances.



To organize the contents and Information, I performed card sorting to get idea of which information belongs where through multiple inputs and performances.



After understanding Market and Users requirement, now I headed to brainstorm a solution that might suit best for the user.

Information Architecture

Information Architecture

Information Architecture

After quick validation of card sorting, I created Information Architecture which decides how to arrange the parts of something to be understandable. It aims at organizing content so that user would easily adjust to the functionality of the product.

After quick validation of card sorting, I created Information Architecture which decides how to arrange the parts of something to be understandable. It aims at organizing content so that user would easily adjust to the functionality of the product.

User flow

User flow

User flow

User flow is the path taken by a Prototypical user in App to complete a task. User flow takes them from the Entry point through different Steps and decisions to the End point of a task. Eg: Booking an Appointment

User flow is the path taken by a Prototypical user in App to complete a task. User flow takes them from the Entry point through different Steps and decisions to the End point of a task. Eg: Booking an Appointment

Design

Sketches

Sketches

Sketches

Once I organized all my insights from the Ideation phase. I began to design. To start the process I began to sketch several of the app's main screens, using my user flow as a guide. This allows me to quickly explore several concepts for the App's layout.

Once I organized all my insights from the Ideation phase. I began to design. To start the process I began to sketch several of the app's main screens, using my user flow as a guide. This allows me to quickly explore several concepts for the App's layout.

Around 60+ sketches and 4 Concepts later

Around 60+ sketches

and 4 Concepts later

Around 60+ sketches and 4 Concepts later

I got the gist of how the overall flow of product will look like and created few sketches based on their functionality and content hierarchy as shown below…

Initial Wireframes

Initial Wireframes

Initial Wireframes

I turned the sketches into wireframes to make sure that the structure and flow of the tool is intuitive for our users. Before working on the visual design, I wanted to first make sure that the design was functional, so I quickly tested with a few participants to validate whether these solutions address both user and market needs.

I turned the sketches into wireframes to make sure that the structure and flow of the tool is intuitive for our users. Before working on the visual design, I wanted to first make sure that the design was functional, so I quickly tested with a few participants to validate whether these solutions address both user and market needs.

User Testing

User Testing

User Testing

Improving on feedbacks new wireframes are created and while creating them, few others small changes were made to make it more User friendly and provide breathing space. New wireframes are as shown below-

Improving on feedbacks new wireframes are created and while creating them, few others small changes were made to make it more User friendly and provide breathing space. New wireframes are as shown below-

After testing it with few users, to check Usability and functionality. we got few feedbacks which inludes-

  • Appointment form is not consistent.

  • Dashboard view is not optimized and therefore information is cluttered.

  • Less breathing space for contents.

  • Interactions could be better in terms of Accessibility.

  • Profile window is difficult to use at the left part of the screen.

After going through the feedbacks thoroughly, I Iterated wireframes into new concepts and created a wireframes improving on feedbacks.

Upgraded Wireframes

Upgraded Wireframes

Upgraded Wireframes

Improving on feedbacks new wireframes are created and while creating them, few others small changes were made to make it more User friendly and provide breathing space. New wireframes are as shown below-

Improving on feedbacks new wireframes are created and while creating them, few others small changes were made to make it more User friendly and provide breathing space. New wireframes are as shown below-

Screen Design

Screen Design

Screen Design

Taking my wireframes into consideration, I now worked on creating final, high fidelity screens. With Dogtor's branding defined, I worked on incorporating brand identity to craft the visual design of new application. For better UX, we tried to create a unidirectional flow.

Taking my wireframes into consideration, I now worked on creating final, high fidelity screens. With Dogtor's branding defined, I worked on incorporating brand identity to craft the visual design of new application. For better UX, we tried to create a unidirectional flow.

Splash and Login Screens

Splash and Login Screens

Splash and Login Screens

Home and Profile Section

Home and Profile Section

Home and Profile Section

Appointment Booking Flow

Appointment Booking Flow

Appointment Booking Flow

UI

UI

UI

BOTH

BOTH

BOTH

CAN

CAN

CAN

TOGETHER

TOGETHER

TOGETHER

BECOME

BECOME

BECOME

A

A

A

GREAT

GREAT

GREAT

TEAM

TEAM

TEAM

LET'S

LET'S

LET'S

CONNECT?

CONNECT?

CONNECT?

Send email now

Send email now

Send email now

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in/n4narendra

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Crafted with _____ Designed in _______

Crafted with L ve, Designed in Framer

Crafted with _____ Designed in _______

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© Narendra Gupta 2024

© Narendra Gupta 2024