Case Study
Responsive Website
Best friend - Veterinary Clinic
Owning a pet entails the responsibility of caring for a creature that entrusts us without the ability to express pain in words like humans. Thankfully, we have vets. My pet's vet clinic has provided excellent care for 8 years. However, they lack a website for viewing services, pricing and accessing my pet's medical records.
Our Audience
Current pet owners attending the clinic for medical needs.
Prospective pet owners seeking a vet clinic for their new pet.
Pet owners looking to switch their current vet clinic.
Empathize with our Audience
We want to know why having a website to a vet clinic is important so that we know what solutions, features and services customers need to fulfill their needs.
Research Objectives
1. We must study the factors influencing the choice of a vet clinic (e.g., price, word of mouth, reviews).
2. We should investigate how users manage and access their pet's medical records.
3. We need to understand the motivations behind pet owners taking their pets to the vet and how they schedule appointments.
4. We should explore whether people are willing to register their pets as potential blood donors.
Before deciding a suitable research methodology we have to wonder... What are our hypotheses for what our users might want to achieve within our topic?
A few examples:
Pet owners care about their pet’s medical records.
Pet owners prefer booking online instead of by phone
Pet owners care about knowing pricing beforehand.
Why Interviews and Survey?
User interviews: Gather personal stories, pains, and struggles to gain qualitative insights.
Surveys: Collect quantitative data from a diverse group to identify feature priorities.
Participants:
Vet Clinic Staff
Pet Owners at the Same Clinic
Pet Owners at Other Clinics
What we Learned
1. Top reasons for choosing a vet clinic: Medical knowledge, word of mouth, and range of services offered.
2. Communication and information gaps:
Social media used for posting working hours, but updates are inconsistent and easily forgotten.
Clear pricing lists for basic services are not available at most clinics.
Pet medical records are not proactively provided; usually shared upon request via paper, email, or WhatsApp.
Vet notes for pet care preferred to be available online for quick access and guidance.
3. Appointment preferences: Booking by phone is convenient, and walk-ins are common.
4. Pet product purchasing behavior: Most people buy pet products from sources outside the clinic.
5. Pet adoption services: Vet clinics seldom promote pet adoption, and few people inquire about adopting pets from clinics.
Insights from affinity mapping
The majority of pet owners prioritize their pet's wellbeing, preventive care, and access to medical records, clinic information (working hours, services, and pricing) – aspects that are often overlooked.
Grooming at a clinic is preferred by some, presenting an opportunity for growth. Online booking is not a major concern for many, and when used, it's primarily for grooming, not medical care.
Pet supplies and adoption services are not highly valued by people when provided by vet clinics.
What Does this means in terms of opportunities?
1. How can we showcase clinic information to enhance user retention, emphasizing medical expertise, cleanliness, and user-friendliness?
2. How might we create an easy, clear, and detailed system for users to access their pet's medical records?
3. How can we offer personalized pet care information, focusing on preventive measures and case tracking based on the specific needs of each pet, provided by the respective treating doctor?
Persona
Name: Jawad
Arch-type: The Empathetic
Bio: 30-yo photographer with a passion for animals, volunteers at pet shelters on weekends. owns a 19-yo African gray parrot & prioritizes regular checkups, wing clipping, and a healthy, diverse diet for him.
“I am always worried that I am not 100% following the vet’s advice and instructions”
Needs and goals
Access pet’s medical records when needed.
Be able to follow vet’s clear instructions and caring advise.
Get general information (working hours, pricing,...) easily.
Frustrations and pain points
Desire for a pet data system to replace carrying a pet book during vet visits, as it is often forgotten.
Software and apps
Google calendar / Tiktok / notes / Instagram
Finding solutions to problems
Generated divergent ideas based on multiple constraints including time, persona and keywords collected during the research.
Storyboard
Features and site-mapping
About Section (Clinic information)
Account creation/activation
Pet list page
Pet details page
Security and privacy
Responsive website
Services page
Customer support
Contact Us
FAQ
Integration with device calendar
Future features:
Book appointment online
Symptom checker
Products
Task flows
Legend
Check a visit notes
Message clinic about a case
Accessibility is crucial and should be integrated into all design stages. Considering accessibility benefits both users with special needs and regular users, leading to increased loyalty and user base. Additionally, it helps prevent potential legal issues.
Color contrast
Clear, readable words for labels and buttons.
Feedback from people with accessibility needs.
Wire-frame process
Style Sheet
Color meaning
Blue: Evoke security, honesty, calmness, trustworthiness, and caring
Red: Courage, love, warmth and security
Brand Values
Professional / Simple & Clear / Medical / Helpful / Honest
Photo Style & Icons
Logo upgrade
Typography
Baloo to be used for headlines and Ubuntu to be used with body text.
UI Components
Prototype and Usability Testing
Tasks:
Check a visit notes
Message clinic about a case
Changes
Distinguish between past and upcoming visits
Hide information that is not shows or there is no data for to reduce scrolling.
Collapsable sections (accordion)
PUTTING IT ALL TOGETHER
Pet Information
Visit Summary
Messages
What’s Next
Present it to the clinic to be developed
Add features in the future including but not limited to booking (medical and grooming
Develop an App that can store medical records, pet card and more.
Understand the product market and enhance sellable products and provide delivery service.
Include social aspect, where pet owners can share experiences, pets for adoption and more.