Building trust between pet owners & a local pet care business
For this project I partnered with a local business to reimagine their website. PawBuddy is a pet care business on the Upper East Side of NYC. Prior to working with PawBuddy customers had two ways of booking services: Filling out the ‘Contact Me’ template on the website or leaving a voicemail. Both methods required the customer to wait for a follow up. My goal was to provide a seamless booking experience for customers.
UX Researcher
UX & UI Designer
Competitive Analysis
User Interview
Persona
User Flow
Site Map
Branding
Year
Winter 2023
Process
Role
Online booking is a necessity
The problem that PawBuddy is struggling with is that the process to book their services is time consuming in comparison to their competition.
I need a face to face meeting before I’m leaving
The Pain Points pet owners experienced were finding someone trustworthy and reliable to care for their pet. As well as a convenient booking process that allows for open communication with the pet care taker. These pain points are reflected in the first two rows below. The third row consists of feedback on PawBuddy’s website in its original state.
Trust
• Pet owners would like a consultation with the pet sitter.
• Having customer reviews clearly displayed helps to build trust.
Customer EX
• Having the price for each service clearly displayed.
• An open line of communication with the pet sitter
• Appreciate the convenience of an app and mobile booking services.
Website Eval
• Confusion around what services are available, how you schedule services, and how to contact the company.
• Big blocks of text.
• The text and color palette are fun, and they use great photos.
Brands are not built they are born
I made some style tiles to get a feel for how the typography, colors, images, texture and other design elements would come together. It allowed me to get creative and try different things. It was also useful for the client to provide some feedback on which style tile spoke to the branding of their business.
Building trust starts online
The screens below display how I was able to address the customer’s pain points. The Pain Points pet owners experienced were finding someone trustworthy and reliable to care for their pet, and a convenient booking process that allows for open communication with the pet care taker. In addition to that they provided feedback for improvements that could be made on the PawBuddy site.
Pet owners wanted the ability to book online as well as a list of available services
Minimized the use of color and increased white space.
Pet owners wanted an opportunity to meet with the pet sitter before booking.
Each care taker has a profile and a video bio. Allowing customer to get to know them and build trust.
Care taker profile displays reviews, which builds customer trust.
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