Virtual Veterinary Services
Mobile Application
TOOLS
Figma
Miro
Adobe Photoshop
TIME
3 Months
ROLES
Project Planning • Research
Problem & Feature Definition
Interaction & Visual Design • Prototyping
Project Overview
Description
Boop Virtual Vet is an end-to-end mobile application designed to seamlessly connect pet owners with accredited veterinarians through virtual means by enabling pet owners to schedule appointments at their own convenience and providing an flexible alternative to their existing veterinarian so the owners can ensure that optimal care for their furry companions is always within reach without costing a fortune.
Goals
Our project goal is to create an innovated user experience that provide real-time assistance to pet owners concerning their pets’ health inquiries:
To minimize the need for in-person vet visits, benefiting both pet owners and veterinarians by reducing costs and inconveniences
To ensure that expert guidance is easily accessible and promotes efficient engagement between pet owners and veterinarians in the modern healthcare landscape
Challenges
Due to significant rise in pet ownership during the pandemic and the implementation of strict COVID protocols at local veterinary clinics, the industry is grappling with excessively long wait times and exorbitant fees. This has led to dilemma for pet owners who often find themselves torn between providing optima care for their pets and managing their veterinary expenses effectively.
Source: AP News, NPR (2021)
Design Process
RESEARCH
Market Research
Competitor Analysis
Stakeholder Interview
User Survey
User Interview
Empathy Map
User Persona
DEFINE
Problem Statement
Product Vision
Feature Definition
Business Model
Value Proposition
IDEATE
User Journey
User Flow
Sketches
Mid-Fidelity Wireframe
TEST
Usability Testing
Iterations
DESIGN
UI Style Guide
High-Fidelity Wireframe
Final User Testing
Final Iterations
Research
To gain a comprehensive understanding of the landscape, we employ various research methods at this stage, including market research, competitor analysis, stakeholder interviews, user surveys, and user interviews. This allows us to pinpoint problems and opportunities for improvement.
Stakeholder Interview
Engaging veterinarians as stakeholders through interviews offers us valuable insights into the challenges they presently encounter in their practice and the most common customer complaints they handle. These inputs serve as a foundation for potential improvements in the later stages of the design process.
User Interview
Pains
Scarcity of available appointments
Unaccommodating business hours
Unable to balance between care for pet v.s. hassle and costs of vet visits
Very few alternative beside expensive ER when primary vet is unavailable
Waiting in line at the vet or ER is stressful for both owner and pet
User Persona
REBECCA PAWFECT
“I want to make sure that every medical decision I make for Luna is in her best interest, both physically and emotionally”
34 • Single • Software Engineer
San Francisco, CA
FRUSTRATIONS
Vet’s Pains
Heavy administrative workload
Phone inquiry & booking
Check-in & pre-screening
Payment processing
Prescription refill request
Extra administrative personnel expenses
NEEDS
Increase Productivity
By reducing repetitive administrative workload
By better managing practice time - less time answering calls; more time treating patients
User interviews are a pivotal aspect of the UX design process. We first create interview objectives and a list of interview question designed to gain qualitative user insights into their perspectives, motivations, and needs through one-to-one conversions. We then organize these insights into an affinity diagram to identify common user patterns. This empathetic approach uncovers pain pints and enriches the understanding of user behaviors. By integrating user stories and generating an empathy map, designers create more resonant and user-centric solutions.
Gains
Flexibility in appointment times
More convenient way to book appointments or get hold of a vet
Able to get pet concerns addressed in a more comfortable settings
Able to to receive medical care in time without costing a fortune
Able to access to and manage my pet’s medical records at my fingertips
About
Rebecca grew up with animals but Luna is the first dog of her own. At 10 years old, Luna is slowing down and Rebecca worries about how she will balance the cost and the time commitment of her busy life and more frequent trips to the vet.
Interests & Habits
Does everything with Luna, indoor or outdoor
Keeps Luna’s vaccinations & health up-to-date
Take Luna to the ER if not appointment available within 48 hours
Pains
Luna gets anxious at the vet
Cost of vet bills are getting more expensive each year
Appointment availability at the vet does not fit her busy working schedule
Some minor health issues could have been a phone call
Client’s Complaints
Unanswered calls
Being put on hold for a long time
Long in-person wait time before seen by doctor
Clerical errors in appointment booking or phone communication
Business hour being too short
Improve Satisfaction
By reducing wait time - both on the phone and in-person
By avoiding human errors
Goals
Reduce anxiety for Luna at the vet
Keep Luna as healthy as possible without costing a fortune
Reduce unnecessary vet vist
Able to reach a vet after hours
Gets help with determining urgent and non-urgent situation
Define
Problem Statement
Pains and Needs
Many pet owners struggle to secure affordable vet appointment due to post-pandemic overbooking at the local veterinary clinics. They are in need of a flexible and cost-effective alternative to primary vets and ER.
Feature Definition
POV Statement
We envision an app with virtual vet consultations for busy pet owners, providing peace of mind when vet appointments are challenging or uncertain.
FOR PET-OWNERS
Immediate veterinary care that fills in the gap before getting seen by primary veterinarian in-person
24/7 Live Chat for emergency triage assistance
Video consultation for other non-urgent health, nutrition or behavioral concerns
Instant appointment booking and management system with service reminders
One-stop pet medical records and consultation summary keeping system by consolidating primary care and virtual vet service into one single app
Availability Gap
Fueled by brainstorming and strategic feature selection, our innovative virtual vet app promises a significantly improved user experience for pet owners.
HMW Question
How might we improve veterinary services so that busy pet-owners can seek expert advice and consultation in a more affordable, flexible, and timely manner?
FOR VETERINARIANS
In-network clientele sharing
Refer or get referred online
Delegate minor consultations, such as nutritional advice or follow-ups, to Boop virtual vets
Online administrative support
Appointment management system
Check-in/pre-screening system before arrival
Prescription refill fulfillment
Medical record keeping and sharing
After-hour practice opportunities and extra income
Reliable communication channel with pet owners
Ideate
User Journey
User Flows
NEW USER ONBOARDING
VIDEO CONSULTATION
Mid-Fidelity Wireframe
Mid-fidelity wireframe bridges our initial concepts on paper sketches and detailed designs. They capture layout and functionality without intricate details, enabling rapid iteration and user testing. This allows us to build a strong user experience foundation before high-fidelity design. The subsequent mid-fidelity wireframe we’ve chosen illustrates the user paths and interactions observed during usability testing.
EXISTING USER LOG IN AND LIVE CHAT
PRIMARY CARE
Test
Usability Testing
We recruit 5 real users to engage in usability testing to evaluate the user-friendliness and effectiveness of our application. By observing user interactions, we uncover strengths, weaknesses, and areas for enhancement. This testing validates design choices, guiding iterative refinement for a user-centered final product that elevates satisfaction and quality.
Feedback 1
Floating Live Chat Button is not visible and not well-positioned.
Feedback 2
Emergency clinics info buried in chat messages and easy to miss.
Feedback 3
Inconsistent layout and naming system.
Feedback 4
Appointment search process contains more steps than necessary.
Adjustment
A chat summary page is added after the chat session ends, displaying crucial doctor’s recommendations and instructions, offering a seamless transition to find a suitable emergency vet
ITERATION 3
Add a chat summary page for better clarity on veterinarian instructions
In our initial design, the simplified Vet Profile aimed to offer users a swift overview before initiating a chat session in an emergency. However, users expressed concerns about its inconsistency compared to the complete Vet Profile seen in the “Find a Vet” process. To ensure a cohesive user experience, we’ve made the following adjustment:
Adjustment
We opt for the complete Vet Profile throughout the design and enable users to view the profile as an option before starting an emergency chat. Also, users may choose to start the chat immediately without going through the vet’s profile.
ITERATION 2
Add a chat summary page for better clarity on veterinarian instructions
In the original chat design, most users struggled to locate emergency vet information by clicking the map. To address user’s needs more effectively and offer them a more intuitive process, we’ve made the following adjustment:
Iterations
Adjustment 2
Reposition the “Live Chat” button to a more natural and ergonomic thumb-pressing position for easier one-hand operation
Before
Based on the insights gathered from user testing, we make some adjustments and improvements to the design of our mid-fidelity wireframes. The iterations aims to address any usability issues, streamline interactions, and optimize the user experience. By incorporating user feedback into the design, the product becomes more aligned with user needs and expectations, resulting in a more effective and user-friendly final solution.
ITERATION 1
Redesign the floating “Live Chat” button for more visibility and accessibility
In our original design, the live chat button lack visibility, making it difficult for users to locate. Therefore, we’ve made the following adjustments:
Adjustment 1
With more contrast and added size/weight, the “Live Chat” button stands out from the screen for better visibility
After
Design
UI Style Guide
UI DIRECTION
clean • calming • healing • professional
The name “Boop” is inspired by the practice of checking a dog’s health by touching its wet nose. The playful nature of the word aligns with the cute logo we design. Coupled with a calming and muted color palette, it emphasizes our mission to alleviate pet owners’ anxiety by offering 24/7 veterinary support for their cherished pets.
TYPOGRAPHY
Montserrat
clear • caring • friendly • lighthearted
Montserrat font is a modern and versatile typeface that has gained popularity for its clean and elegant design. With its balanced proportions and distinctive geometric shapes, Montserrat is highly legible across various mediums, making it suitable for both print and digital applications. The use of this rounded aesthetic letter symbolize the significance of obtaining clear and concise assistance.
Through multiple rounds of user testing and refinement, we're thrilled to present the final high-fidelity wireframe designed for an optimal user experience.
Final Wireframe
Final Interactive Prototype
ONBOARDING & LIVE CHAT
Gradient 1
Base
COLORS
White
#FFFFFF
#F4F7F9
Brand
#CDDEE5
Grey
#F4F4F4
Gradient 2
Highlight
#D8E8F2
Icon
#244667
Gradient 3
Border
#91AABF
Text
#333333
LOGIN & VIDEO CONSULTATION
