Pethome

PetHome is to provide all pet owners with a convenient, easy-to-use platform for booking and managing pet boarding services.

Project Type

Interaction Design

Visual Design

User testing

Time

Aug 2020 - Jan 2021

Jan 2024 - Mar 2024

(Updated version)

Tool

Adobe XD

Illustrator

My Role

UX / UI Design

User research

Branding Design

User flow

Problem Statement

Pet owners are often concerned when leaving their pets, especially if they are looking for boarding services that both understand their specific needs and provide reliable care.

This issue not only relates to finding the right service for dogs and cats but also covers considerations for special pets.

MARKET ANALYSIS

Considering that I wanted to design a boarding app that would be available to all pet owners, I conducted a market analysis and could see that special pets are a percentage of the pet market and the demand for boarding continues to rise.

U.S Pet Sitting Market

Pet Sitting's future is expected to grow
10.4%

Pet species in the United States

66% of U.S. households (86.9 million homes) own a pet

Other

Cats

Dogs

Other

Cats

Dogs

As the market grows, the demand for boarding other types of pets will also grow.

I designed Pethome with the hope of being able to provide a service to all pet owners.

2020

2023

2026

2029

$0.6B

$0.9B

$1.2B

$1.5B

48%

34.3%

17.7%

USER INTERVIEW

I invited 4 friends who own different pets to conduct user interviews.

Since most pet boarding provides only cat and dog services, I divided the user groups into two categories to better recognize the needs of different users.

One is dog and cat owners and one is special pet owners.

GROUP 1 (Dog & Cat)

Amy

"Sometimes the booking process can be tricky, as there is limited information available online about facility routines and staff qualifications."

"I would be very happy if I received regular information about Boba's activities, his interactions with other dogs, and his overall health."

Marketing Manager | 28 years old

Pet: Dog | BOBA

Mike

"Finding a facility that I think will provide the quiet, stress-free environment Whiskers needs is often difficult, So I think communication is a key to making sure Whisker is doing great.

Additionally, Ensuring that her special dietary needs are understood and met is often a challenge“

Software Engineer | 35 years old

Pet: Cat | Whiskers

GROUP 2 (Special pet)

Olivia

"Many boarding facilities primarily to cats and dogs, and most lack the equipment or expertise to provide proper care for snakes."

College Student | 20 years old

Pet: Snake | Python

Ethan

"The ability to communicate directly with the sitter and receive up-to-date information about my birds would be a great advantage."

Programmer Manager | 32 years old

Pet: 2 Birds | JIuJIu&GuGu

INSIGHT

Because of the different types of pets, I thought the two groups would have very different needs and answers.
However, after user interviews, I realized that the needs of pet owners are very similar based on the premise of being able to find their pets boarding.

Personalized needs

Convenient booking and communication

Real-time updates

Challenges in finding the right facility

PERSONA

I summarized the user interviews for Group1 and Group2 and created Jordan (dog owner) and Nathan (snake owner).

USER JOURNEY MAP

Jordan needs to find a boarding service for Max while he travels for a week-long business trip.

“I need a place where Max can be active. He loves the outdoors.”

Research

1 week

Feeling

Discovers a pet boarding app through an online ad.
Begins exploring boarding options with outdoor facilities.

Exploration

3 days

Decision

1 day

Preparation

1 day

Boarding

1 week

Task

Reviews detailed information on facilities, reads reviews, and checks prices.
Shortlists options based on best value and services.

Decides on a facility after confirming additional details over the phone.
Makes a reservation through the app and receives a booking confirmation.

Prepares Max's food and items for his stay.
Drops Max at the facility and tours the space.

Receives updates and photos of Max.
Picks up Max and provides feedback via the app.

“Large amount of information is overwhelming.”

“I needed to communicate with sitter multiple times and provide a lot of information.”

“I'm a bit anxious
but seeing the place in person is comforting.”

“sitter didn't update Max's picture today, but I'm too embarrassed to reach out and ask.”

Idea

Creating favorites allows users to bookmark hosts of interest for easy comparison.

Introduce a feature for real-time updates and direct messaging with the sitter.

Creating a pet profile to provide quick information

Nathan needs to find specialized boarding for his Ball Python, Atlas, during the winter break.

“Why is it so hard to find a place for Atlas? There’s not much out there for reptiles.”

“I'm tired of having to call every time.”

“Finally found the right boarding, I hope Atlas can adjust to his new surroundings.”

“I hope they’re taking good care of Atlas. I should have received more updates by now.”

Feeling

Research

1 week

Task

Exploration

1 day

Decision

1 day

Boarding

Winter break

Drops off Atlas, providing detailed care instructions, still feeling apprehensive.
Receives only a couple of updates throughout the break, which is unsettling.

Realizes local boarding options are mostly for cats and dogs.
Begins online search for specialized reptile boarding, feeling unsure.

Finds a few potential places but they're either too expensive or lack information.
Calls each place to inquire about specifics like temperature control and feeding schedules.

Settles on a boarding facility that’s a bit of a drive but seems reputable.
Feels anxious while booking, hoping he's made the right choice.

Idea

Use the filter function to filter the sitters that offer special pets.

The sitter's profile contains the prices and experience of all the services provided

Create a standard for frequent updates and a direct line of communication for pet owners.

How might we?

How might we design an app that helps all pet owners find the right sitter in a faster way and increase the bond between pet and owner during boarding?

IDEATION

Based on the research, here's what I'd like to help users achieve:

1

2

3

Simplify the steps pet owners take to find the right sitter
Design more efficient communication between owners and sitters
Increase the bond between pet owners and their pets while boarding

Solution 1st

1 PET PROFILE

SEND INFO

PET DIARY

Create a pet profile to be able to filter eligible sitters faster

Simplify the steps pet owners take to find the right sitter

Traditional Approach Flaws

My initial design required users to fill in their pet's information, such as the pet's type, gender, and age, before searching for a sitter.

Based on this process, I conducted usability testing and identified several issues.

4. Unclear Pricing

Different pet species have different boarding prices, and users were unsure if the prices displayed on the sitter page were applicable to their pet type.

1. Repeated Entry

Users found it annoying to enter their pet's information every time they searched for a sitter.

2. Generic Recommendations

The "popular sitters" section recommended sitters for all pet types, making it less relevant and useful for users.

3. Filtering Preferences

Each pet has unique preferences, such as not getting along with other pets, and requiring users to use filters repeatedly, which was inconvenient.

Let's improve!

Based on user testing, it was clear that there were many problems with the traditional way of finding sitters, so I rethought and redesigned the feature to improve the user experience.

Find sitter faster

To address these issues, I designed the "Pet Profile" feature. Users now fill out their pet’s information once, and the profile is saved for future use.

Pet profile (Snake)

Pet profile (Cat)

What’s changed?

After redesigning the elements I reran the user usability test and users expressed their satisfaction with the updated design, especially owners of special pets who said "I really want to use an app that thinks about all pets like this!"

Home page - pet profile

Users can click the "Find Sitter" button next to their pet’s profile when they need a sitter.

The home page including species-specific recommendations in the "popular sitters" section.

Filter auto apply

The system will apply the user's saved filter tags to the search sitter page based on the pet profile.

Price match type

Prices in the Sitter profile will display the corresponding price based on the pet type.

PROTOTYPE

PET

PROFILE

Solution 2nd

PET PROFILE

2 SEND INFO

PET DIARY

Streamline communication by sharing your pet's information profile directly with sitters

Design more efficient communication between owners and sitters

Initial Design

During the user interview stage, pet owners emphasized the need to communicate specific details about their pets with sitters before making a boarding reservation.

To address this, my initial design allowed users to send images and documents through the chat page, enabling sitters to receive essential files and pet photos.

Usability Testing Feedback

However, usability testing revealed significant flaws. These insights highlighted that the existing communication process did not effectively facilitate comprehensive and efficient exchanges between users and sitters.

“As important as vaccine paperwork is, it's even more important to make sure my dog is being cared for properly, so I would want the sitter to get to know my dog better from me.“

-Amy

“If I want to change to another sitter, I still need to repeat sending my cat's information. it would be annoying.“

-Mike

Let's improve agian!

Considering the cost savings and development time, it would be best if I could utilize existing functionality to streamline communication and improve the boarding experience. So I integrated the "Pet Profiles" feature.

Enhanced User Experience

Users can now fill out detailed information about their pet's temperament, feeding routines, and vaccination records in advance.

The profile can be shared directly within the chat page with potential sitters. By doing so, the need for repetitive information sharing is eliminated, and sitters better understand the pets they will care for.

Send profile (Dog)

Send profile (Snake)

PROTOTYPE

User flow

Task: Jordan want to communicate with the sitter to customize his pet's needs.

View the sitter profile and click on chat icon

Click on Paw button above the chat input

Send Max's profile

Sitter confirm information

PROTOTYPE

SEND

INFO

Solution 3th

PET PROFILE

SEND INFO

3 PET DIARY

Enhance bonding and trust with a Pet Diary feature, streamlining emotional connections through pet updates.

Increase the bond between pet owners and their pets while boarding

User Concerns

In user interviews, nearly all participants expressed anxiety about their pets' well-being while away. This worry stems from several factors:

1. Uncertainty about the pet's well-being: Owners fear that their pets might not receive the same level of care they provide at home.

2. Lack of updates: Without regular updates, owners feel disconnected and unsure about how their pets are adjusting.

3. Emotional attachment: Pets are part of the family, and owners miss them and worry about their happiness and comfort in a new environment.

How?

To address these concerns, I designed the Pet Diary feature. This feature aims to keep pet owners emotionally connected and reassured about their pets' well-being during boarding. Here’s how it works:

1. Diary Access

I've introduced a 'View Diary' button on the chat page, enabling effortless access to pet updates.

2. Real-time Notifications

The system will apply the user's saved filter tags to the search sitter page based on the pet profile.

3. Interactive Features

Owners can like and comment on updates, deepening their connection with their pets and providing reassurance beyond just a photo.

Pet's Owner flow

Task: Jordan get notification and view the diary.

get a notification, click on the notification

Switch to Max's Diary page

Click on the new post in Dairy

Review the images

Click on the Like icon

Click on Back icon

PROTOTYPE - OWNER

PET

DIARY

Sitter Workflow Integration

I added a dedicated diary feature to the sitter's navigation bar to manage multiple pet diaries efficiently. This makes it easier for sitters to update and manage pet diaries, ensuring they can provide detailed and consistent updates for each pet under their care.