An In-home Pet Care App Simple and Trustworthy

Role

Research I User Interviews I Visual Design I Prototyping

Timeline

12 Weeks (course project)

My research involved comprehensive surveys and interviews with pet owners and pet sitters. Key findings highlighted that users prioritize two main factors when selecting a pet sitter:

Trustworthiness
Easy Booking Process

Trustworthiness

of users stated Trust was a major factor when using a pet sit service

Pet owners desire ratings and reviews so they can share their experiences that foster trust and confidence in the community.

Rating and Review Feature

87% of users expressed a need for a rating system within the product.

A/B Testing

The A/B test compared two PetSit rating system designs to assess user engagement and satisfaction. The goal was to determine which design makes feedback submission easier and more meaningful, providing insights to refine the feature for better usability.

A

B

4 of 5 users agreed that Design B significantly outperformed Design A in terms of review and rating engagement for PetSit’s rating system. Users found Design B to be more intuitive and enjoyable to use. Users expressed Design B’s engaging layout and streamlined process encouraged them to share their experiences more freely.

Easy Booking Process

of users expressed a need for an easy booking process

PetSit users prioritize a simple, streamlined booking process with intuitive navigation and minimal steps, enhancing satisfaction by saving time and reducing stress.

Time is always tight for me, so having a straightforward booking process is essential. If I can book a pet sitter in minutes without any hassle, it makes all the difference.

Allen Chan - User interview

Booking Feature

User testing for PetSit revealed ways to streamline booking. Simplifying the interface, reducing steps, and adding features like personalized profiles and favorite sitters improve navigation and save time.

User Testing Takeaways

75% of users tested mentioned the following design decisions to be beneficial when navigating the booking process:

After selecting dates and visit type, users see available sitters, including favorites and local recommendations.

Sitter's booking page displays experience, reviews, service area, bio, pricing, and services on one screen.

The confirmation page clearly shows dates, visit type, cost, and payment method.

What I Learned

In conclusion, the PetSit case study underscores the vital role of user research, interviews, and testing in shaping a user-centered design. Insights gained from direct user feedback revealed a strong preference for a review and rating feature, which enhances trust and transparency in the pet-sitting service. Additionally, the streamlined booking process emerged as a critical element, simplifying the experience and addressing users' need for efficiency. By prioritizing these features, I was able to successfully align PetSit's platform with user expectations, ultimately fostering satisfaction and loyalty among pet owners.