To digitize the process of booking a vet
Dr. Rahul Agarwal runs a pet clinic for dogs, cats, turtles etc…. he’s been in business for the past 12 years. Three vets work under his supervision. They typically work in shifts and he visits occasionally. People bring their pets based on priority appointments or walk-in.
Lately, there’s a lot of wait time of clients or people who don’t show up at the appointed times as most appointments are verbally done over the phone or in person. He’s looking for a way to digitize the process of booking appointments for his clients’ billing & payments and maintaining clientele information.
Goals for redesigning this application –
My goals for the redesign:
- To reduce the wait time for booking a vet for your pet.
- To facilitate seamless experience when it comes to taking care of your pet.
- To design a more personable and intuitive user interface for every pet owner.
- To maintain Clientele Information.
- To design through user empathy (HCD)
Personal goals for the redesign:
- To solve the use case within the allotted timeline of 4 days.
- Able to communicate my design intuitively and easily.
I wanted to learn about pet owners so I conducted phone and in-person interviews for 10 participants. This helped me to know the user’s in-depth.
The interviews allowed me to gain a deeper understanding of the participant’s behaviors.
The main questions that arose were-
How does a typical pet owner look like?
What does their day look like?
How do they handle their pets?
How do they take their pets to the vet?
How often do they take their pets to the vet?
How do they find a vet?
Do they trust a veteran doctor?
How often they go on vacation?
Where do their pets live while they are on vacation?
Do they rely on foster parents or pet care centers?
These questions helped me understand the pain points that are experienced by users.
- Many clinics do not have someone who can take appointments.
- Users spend a lot of time on the phone making appointments and reporting on the pet’s condition.
- How can we manage panic conditions?
- They do not have any app to monitor the pet’s health.
- How to go for a vacation without worrying about the pet.
- Fear that older users may not know how to use an app.
- I forget prescriptions from the last visit.
- Invoice is very important in the case of foster parents.
- Forget about the upcoming appointments.
After conducting the interviews and gathering all the raw information it was time to compile and define the problem that we are solving and for whom we are solving.
Backing from my research I can tell there would be two primary users of the application:
Let’s make a persona for each of the users.
#Persona 1 — Lestrade
- Honest Policeman
- Has a family
- Owns a cat
- Health Conscious
#Persona 2 — Emma
- Social Worker
- Owns 5 pets
- Loves to cook
Interviews helped me empathize with the users and then draw an empathy map-
After collecting insights from the interview sessions and defining the problem at a glance, I sat down to iterate the whole use case.
I was alone thinking so we can say I was brain dumping ideas and then performing brainwriting.
Steps involved in consulting a Vet:
I love using pen and paper to solve any problem. You can always write anything, re-think, and re-iterate if needed.
These quick flows helped me connect the dots that were missing and below are the final iteration snaps which entrailed numerous iterations.
I came through the designs after doing the complete research.
Note: This was not a visual design project, I adhered to the designs and managed to come up with a solution. To present the solution here are the screens.
Problem 1:- Many clinics do not have someone who can take appointments.
Problem 2:- Users spend a lot of time on the phone making appointments and reporting on the pet’s condition.
Problem 3:- How can we handle panic situations?
Problem 4:- They do not have any app to monitor the pet’s health.
Problem 5:- How to go for a vacation without worrying about the pet.
Problem 6:- Fear that older users may not know how to use an app.
Problem 7:- I forget prescriptions from the last visit.
Problem 8:- Invoice is very important in the case of foster parents.
Problem 9:- Forget about the upcoming appointments.
I got some people that fit my persona’s and asked them to test my prototype.
They gave positive as well as negative which I incorporated in the upcoming iterations of the application.
I loved working on the use case and would continue to work on it because the design is what I believe is a continuous process.
Reflecting on the work I’ve done here
Going into this project, I knew this would be the perfect opportunity for me to hone my research skills. So I figured the best way for me to learn would be to just take up a use case with a strict timeline.
Looking back now, that is a complete understatement. Within the month, I was able to learn all the things I set out to learn in order to deliver this project and so much more.
I think one of the best things about the learning and creation process is that you come to curate your own. You learn what works, and what doesn’t. You learn how to do things faster, better, and more efficiently. You learn random things along the way while trying to learn about the thing you actually set out to learn.
And the cherry on top of that is that it doesn’t end. The learning process is continuous.
“Invention Over Convention”
And that’s a wrap. Thank you so much for reading! Give it a clap if you liked it.
Personally reach out to me at Sakshammishra.com
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