Pet Guest Booking
A large dog kennel that relied on a manual booking system needed a new online website to streamline operations. I designed this concept to simplify the booking process and improve efficiency for both the kennel and customers. The new online platform enables customers to check real-time availability and manage their dogs' details online.
Year
2023
Role
UX Designer
OPPORTUNITY
A new, digital booking system which is a better user experience for the dog owner, and saves both time and money for the kennel.
SOLUTION
A mobile app and website where customers can see the instant availability of the kennel and manage their pets’ details online.
1 | DISCOVER
Design strategy
In the first phase of the project, I delved into the strategy for the design, which forced me to think though all elements of the product.
Intent
This project is about giving the customer a great user experience when booking their dog into a kennel. Customers can input their pets details on their profile and have access to the full availability of the kennel. The kennel has a simplified, organised way of knowing which dogs are checking in and out each day.
Target audience
Dog owners and kennel owners. The kennel buys a subscription the software and the dog owners can register.
General tasks
The main task is making a booking. In order to make a booking, you need to set up a profile and add dogs you have, along with important information about medication, food, and dietaries etc. When making a booking, you can see the kennel availability, book in for day or numerous days, and pay online in advance.
Technical constraints
An internet connection and a smartphone or computer is required. The customer and kennel must have good internet access. This could be a problem in small villages and countryside areas.
Platforms
All platforms: IOS, Android and web platforms. It can also work on desktops, laptops and tablets.
Marketing goals
Efficiency: less time wasted managing the booking system manually. Paying online also saves time.
Customer satisfaction: more transparency about kennel availability, and less frustration about repeating the same information every time
Streamlined service: all necessary information is accurately and safely available to the kennel
Interviews
I interviewed customers and workers at the kennel to find out more about the current booking system, which included discovering pain points which were areas to focus on. The key findings are below.
Customers
1 | Customers can't see the availability of the kennel
2 | Customers have no written confirmation after booking
3 | Customers have to repeat information over the phone every time they book
Kennel
4 | Some people book and don’t turn up
5 | The collection process can be chaotic when trying to take payment
6 | A manual system can cause mix-ups sometimes
2 | DEFINE
Personas
From my interviews, I identified collective thoughts, behaviours and pain points from the user groups I am designing for. This helped me create personas, such as Erica; the anxious dog owner.
Journey mapping
To make the booking process more streamline, I explored an overview of the journey a user makes when booking using the existing system. The user scenario helped identify where the flaws are in the current system, and presented opportunities where the strongest pain points can be improved upon.
Improvements
1 | Availability
2 | Instant confirmation
3 | Making a pet profile
4 | Communication
5 | Payment
3 | IDEATE
Card sorting
To organise all the information required on the website, I used the card sorting method. This helped me visually see all the areas of the site at once and helped me structure and order all the information.
User task flows
I outlined 4 main tasks which will be carried out on the website, and determined the best flow to complete these tasks within the site structure. The tasks were:
Make an account
Add a dog to profile
Make a booking
Read an update during the stay
4 | DESIGN
Mid-fi wireframes
I began designing my first wireframes on Figma using the user flows and information structure. I prioritised the features that would address the needs of the user throughout the website, and ensure the information was provided in a logical way.
FINAL EXPERIENCE
Accessing the booking calendar through your phone
A key part of the project was creating a mobile app design which would allow users to create bookings whilst on the go.
Communicating with the kennel during the stay
The kennel can leave comments in a live chat function during the stay. Any important information is passed onto the customer who receives a notification and can read, leave a thumbs up and send a message back.
Prototype