Iteration: unclear wording
Issue:
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The expert noted that the wording for regular and instant booking is unclear, making it hard to distinguish between the two options.
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Two participants indicated confusion when choosing between them.
Solution:
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Change the “regular booking” to “standard booking”, and “instant booking” to “immediate match”
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Add a small help icon under each option to clarify the differences and inform users which one is most suitable.
Usability Testing Summary
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We recruited 7 participants.
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Showed the homepage for 5 seconds to gather initial impressions on functionality, features, and goals.
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Ask the participants to use this prototype to find a pet sitter through both regular and instant booking paths.
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Instruct participants to think aloud as they interact with the prototype, recording reactions, errors encountered, and the navigate task times.
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Ask follow-up questions to gather their advice for the prototype.
The Problem
Imagine you’re rushing out the door for work or school, juggling keys and bags, when you hear it—a low whimper from behind. You turn to see your furry friend, ears drooping, eyes filled with worry. As the door clicks shut, the whimper turns into restless pacing. Minutes later, the scratching begins—on the door, the couch, and maybe even your favourite pair of shoes. Or worse, they find a way to slip outside, searching for you.
You need someone trustworthy, someone who’ll treat your pet like family. But where do you even start looking?
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Project Overview
Pawsit is a mobile application designed to seamlessly connect pet owners with trusted pet sitters, addressing both urgent and scheduled care needs. The app features instant matching and standard booking, ensuring flexibility for different situations.
To enhance trust and transparency, Pawsit integrates GPS tracking, allowing owners to monitor their pet’s location in real-time. Additionally, in-app messaging and live camera access enable direct communication with pet sitters, providing updates and peace of mind. By prioritizing convenience, reliability, and security, Pawsit simplifies pet care, giving owners confidence that their pets are safe and well cared for.
My Roles
UX Researcher
Conducted user interviews to gather insights on pet owners’ needs and pain points, analyzed qualitative data to identify patterns, and synthesized findings into actionable design decisions.
Information Architect
Defined the user flows and information hierarchy, ensuring an intuitive navigation structure that supports seamless booking, payment, and communication.
UX Designer
Developed wireframes and interactive prototypes, iterating on designs based on usability testing feedback to enhance user experience and functionality.
Usability Analyst
Conducted usability testing, evaluated user interactions, and refined design elements to ensure an efficient, user-friendly, and engaging platform.
Research Review
We interviewed ten participants who live in Toronto, have pets, and have used pet services. We asked them interview questions regarding their needs, experiences with the services they currently or previously used and their main concerns.
1. Pet Care & Service Needs
Participants expressed the following preferences for boarding and in-home pet care services: •Boarding & In-Home Service Needs: •Large or independent space for pets to move freely. •Clean and well-maintained environment. •Additional services such as home sitting, grooming, training, and vaccinations. •Special Needs & Interaction: •Accommodations for medical conditions and allergies. •Ensuring pets receive sufficient human interaction to reduce anxiety. •Service Expectations: •Professional training and experience of caregivers. •Regular updates on pet well-being during the service period. •Background checks to ensure the reliability of service providers. •Budget Considerations: •Big Dogs: Willing to spend $70–100/day for boarding services. •Cats: Comfortable with a $30–40/day budget.
2. Technological & Security Preferences
Participants highlighted the importance of technology in pet care services, particularly in monitoring and safety: •Monitoring & Communication: •Preference for live camera or monitoring systems to check on pets remotely. •Frequent updates through messaging or photo/video sharing. •Safety & Tracking: •GPS tracking to ensure pet location awareness, particularly for outdoor activities. •Background checks on sitters to build trust and credibility.
3. Pet Behaviours
Participants shared key concerns regarding their pets’ behavior and time alone: •Separation-Related Issues: •Many pets experience separation anxiety, leading to restlessness or destructive behavior. •Some pets require emotional support, needing consistent human interaction. •Time Alone: •Weekdays: Pets are typically left alone for 3–4 hours per day. •Weekends: Pets may require care for 12 hours or more, particularly for owners with social or travel plans.
4. Factors Impacting Choice of Services
Participants prioritize qualified, well-reviewed, and experienced pet sitters, preferably with recommendations from trusted acquaintances: •Pet sitters should have relevant experience or certifications in pet care. •Users expect sitters with strong feedback from previous pet owners. •Participants prefer pet sitters recommended by friends or family. Professional and Experienced Sitters – Users look for reliable sitters with proven experience in handling pets.
Serena Kim is a busy professional in Toronto who loves her pet but hates leaving her alone all day. She struggles to find a reliable, experienced sitter who fits her unpredictable schedule. Every search feels frustrating—too expensive, unavailable, or simply not trustworthy.
User Persona
Our team approached the ideation process by focusing on the core needs of pet owners looking for reliable, professional, and easy-to-use pet care services.
Ideation
Install Camera
Recognizing the participant’s desire for real-time pet monitoring, I strategically integrated a live camera feature into the app, enhancing both user confidence and service reliability. This addition not only addresses a key user need but also reinforces the platform’s credibility through seamless, on-demand pet surveillance.
Service Real-Time Updates
To enhance user engagement and ensure real-time transparency, I implemented a chat and video call feature, enabling seamless communication between users and pet sitters. This addition empowers users with instant updates, fostering trust and strengthening the overall service experience.
Pet GPS Tracking
I implemented a GPS tracking feature that monitors the dog’s location and activity, including step count, while also integrating real-time alerts. If a dog strays beyond a designated safe zone, users receive immediate notifications, ensuring quick action and enhanced pet safety.
Instant Booking
To differentiate the product from existing solutions, I introduced an instant booking feature, enabling users to secure pet-sitting services immediately. Unlike competing apps that require sending appointment requests and waiting for sitter confirmations, this enhancement streamlines the process, improving efficiency and user convenience.
Customization
I incorporated a feature that allows users to add personalized notes during the booking process, enabling them to specify customized needs. Additionally, the system intelligently matches users with pet sitters who can accommodate special requests, ensuring a tailored and seamless experience.
In-Home Services
To expand service offerings beyond traditional dog walking and boarding, I introduced a flexible in-home pet care option, allowing pet sitters to visit users’ homes. This feature not only provides greater convenience but also helps reduce pets’ anxiety by keeping them in a familiar environment, enhancing their overall well-being.
Iteration:
Adjust the payment process
& Review Section
Issue:
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The expert advised us to allow users to pay after the service to build trust.
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The expert indicated there is no place for the users to post their reviews.
Solution:
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Implement a partial payment system of standard booking (a 50% deposit upfront) to build trust. However, users can also pay the full amount if they trust the service providers, or just want to avoid extra tasks.
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Users receive a payment reminder and are redirected to a locked payment page after services.
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If unsatisfied, users can dispute the payment on the page.
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Users can find their past bookings on the history page and rate the service and leave reviews on the page.
Iteration:
GPS/Camera Options are unclear
Issue:
Two participants raised questions about the GPS/Camera features, as they are unsure if these features are intended for monitoring the pets or the pet sitters.
Solution:
Add clarifications in the titles, such as "Pet GPS/Camera" for pet-used features and "Pet Sitter Tracking GPS/Service Camera" for service-related features, to help users easily distinguish between them.
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High Fidelity Prototype
Special Feature: Immediate Match
Based on the research results, I discovered that users require a feature to match with the pet sitters immediately like Uber to deal with emergencies such as urgent plans and unanticipated situations of the pets.
Our innovative solution is adding a new booking type that allows users to directly match with pet sitters, unlike traditional apps that require waiting for sitter responses. In addition to our Standard Booking option, we introduced Immediate Match for urgent needs.
Users click Immediate Match (if they don't know which type to choose, they can click on the little question mark), fill in their pet’s details, and get connected with the nearest available pet sitter. If they’re not satisfied, they can switch to another sitter. Payment is only processed after a successful match, ensuring a seamless, trustworthy experience for pet owners.
Feature: Standard Booking
Based on my research, the users expressed a desire to see pet sitters’ reviews and ratings to ensure their qualifications. They also want to receive real-time updates while their pets are being cared for and prefer not to pay upfront before confirming the service.
My solution includes adding a public review and rating system, a platform verification process, and a filter feature to help users easily navigate to their preferred pet sitters. I also implemented a messaging function that allows users to contact pet sitters anytime, including making video calls for real-time updates. Lastly, I designed a 50% upfront payment system, balancing users’ preference for post-service payment while ensuring financial security for pet sitters.
Feature:GPS & Camera
Based on my research, users expressed they require a GPS to track the pets' location and activities, as well as a live camera to ensure they can know the pets' situation at any time.
Our solution includes adding a GPS and camera integration feature, allowing the app to pair with GPS trackers and cameras. This enables pet owners to monitor their pets in real-time, ensuring their safety and well-being throughout the service.
Sequential Storyboard
Future Improvement
Encourage reviews by introducing a reward-based point system
Enhance sitter profiles with video introductions and user-verified badges
Allow users to view available pet sitters before booking
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Flexible Payment Model – Unlike Rover, Pawsit addresses trust concerns by allowing a 50/50 payment system, reducing user hesitation.
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User-centred Design Decisions – Iterated based on usability testing, removing friction points like long wait times by implementing an instant match feature.
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Trust & Transparency Enhancements – Added a report button & issue resolution system, making payments safer & dispute-proof.
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More Than Pet-Sitting – Unlike competitors, Pawsit includes grooming, training, and vet support, making it a one-stop solution.
How Pawsit Stands Out
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Rover – A leading pet care platform offering boarding, sitting, daycare, and dog walking with verified reviews and secure payments. Limitations: No cash/check payments and exceptions in coverage guarantee.
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TrustedHouseSitters – A unique pet-sitting service where sitters stay in the owner’s home. Ideal for extended trips but poses risks of allowing strangers into the home.
Competitive Audit
A User's Journey: Why Pawsit Matters
Pawsit ensures lost pets receive immediate care by quickly matching nearby pet sitters and tracking their last known location—keeping them safe and preventing potential harm.
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