Nantanaa Mutharasu
Product Designer
Research Driven
Creative Problem Solving
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Background
Fresh Paw's idea is to solve the way pet owners scheduled grooming appointments for their pets.
My role was to conceptualize the idea into a fully working prototype. I researched and understood the current user trends, potential users, their needs and constraints, and it's business potential in the market. Since it is a new concept, my challenge was to design features that are simple, efficient, and fun.
User Research
The user research consists of field observation, face-to-face interviews, and an online survey.
Pet owners can only schedule grooming appointments either by calling (usually a week ahead) or at the salon during the grooming session. ​If the closest or their go-to salons are fully booked, pet owners are hesitant to look for a new one as they have to spend time researching for a new salon. It is difficult, especially for owners with anxious pets, as their options are now limited.​
From the 20 people we interviewed, we found the types of pets they own
We also conducted a 10-question survey with 20 people and found out:
Saving time and money are the top priorities when booking a grooming appointment.
80% said they prefer an easier method to book and reschedule appointments.
75% of pet owners are busy to take their pets to the groomers.
90% of pet owners want more information when booking a salon.
User Goals
Based on user research, the main user goals are to save time, money, and the options to choose services.​
Some users wanted to be able to cancel appointments without a hassle.​
Users also want to be able to compare/rate and review pet salons and groomers.
Hence, the app allows pet owners to schedule appointments in just four steps. They have the option to choose salons, based on location, user ratings, and reviews. Plus, users can also reschedule or cancel appointments easily.
The app also allows users to opt for mobile grooming services that provide busy pet owners with options to pick groomers to come to their home, especially for their anxious pets.
Word Cloud
Based on the user interviews, a word cloud was created to highlight keywords to narrow down area of focus.
Personas
Based on the user research, we created two personas to categorize the pain points.
When I save time, I also save money.
Amy is always looking to save time and money the easy way.
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She has an anxious pet that needs to be cared for when grooming.
I do care about who grooms my dogs.
A busy pet owner that spends 6 hours grooming her dogs.
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Kati has difficulties grooming one of her large dogs.
Userflows
Based on the personas, user flows were created that shows the user experience when scheduling an appointment.
Design
Prototype
