Wags Animal Hospital
Client
Wags Animal Hospital
Role
UX/UI Designer
Branding
Type
Healthcare Website
Online Booking System
Timeline
Feb - Apr 2024
Introduction
Wags Animal Hospital is a full-service veterinary clinic committed to delivering personalized pet care from a caring team of professionals in a stress-free environment.
My main task was to redesign Wags' website and refresh its visual identity, aiming to breathe new life into their online presence. My goal was to optimize the user experience by crafting a user-friendly and visually appealing interface, while ensuring that every design aspect addresses user pain points and reflects the clinic’s commitment to exceptional service and pet well-being.
As the product designer, I led and actively participated in every aspect of Wags' redesign project from inception to delivery. This encompassed product strategy, user research, market analysis, branding, user flows, information architecture, UI design, interaction design, prototyping, testing, and mobile adaptability.
Services
Problem
The current booking system is inefficient, and users find it difficult to navigate the website, leading to frustration.
Solution
Design a user-friendly interface with streamlined booking and improved navigation to enhance the overall user experience.
Throughout the design process of this project I iteratively progressed through several key stages, ensuring a seamless user experience from initial concept to final design.
As a pet owner, I completely understand the frustration of dealing with the time-consuming and inefficient phone-based booking process at Wags Animal Hospital, especially when it's compounded by the uncertainty stemming from the lack of service descriptions and the inconvenience of accessing my pet's medical records. To validate these pain points, I conducted semi-structured interviews with fellow pet owners who were equally frustrated.
After conducting user interviews I discovered the top frustrations and desires:
The next stage of my design process involved refreshing the branding and visual identity of Wags Animal Hospital. This included creating new brand assets and visual elements, as well as developing a visual language that reflects the hospital's values and connects with its target audience. The goal was to ensure that every visual element aligned seamlessly with the brand's identity and effectively communicated with its users.
After completing the user research and refreshing the branding, I transitioned to the information architecture phase. Here, I developed the sitemap and low-fidelity wireframes to map out the user experience, with the goal of eliminating the identified user pain points and frustrations, thereby enhancing usability and user satisfaction.
Moving onto the user interface and interaction design, my primary objectives were to seamlessly integrate the updated branding and visual identity into the interface while prioritizing usability, consistency, accessibility, and performance. This involved translating my initial concepts into high-fidelity interactive prototypes and refining them based on insights gather from user testing to ensure an intuitive and engaging experience.
In redesigning the appointment booking flow, I focused on ensuring the process is broken down into simple bite-sized steps to ensure its efficiency and prevent users from feeling overwhelmed. The redesign of the appointment booking system was a pivotal aspect of this project, central to improving the overall user experience on the website. By streamlining and enhancing this process, I addressed a significant pain point expressed by users: the frustration caused by the previous system's inefficiency. Recognizing the importance of mobile optimization, I ensured the system was accessible across all devices, empowering users to book appointments conveniently from anywhere.
In my design approach, I aimed to create a cohesive visual identity that strikes the right balance between trustworthiness and professionalism. For the color palette, I opted for calming pastel tones to evoke a sense of comfort, complemented by the original brand's vibrant green for emphasizing and navigating user's attention towards important content and interface elements.
For the typography, I prioritized accessibility and visual hierarchy. I chose a mix of serif and sans-serif fonts to convey reliability and modernity. The serif font added a touch of tradition and trust, while the sans-serif font ensured clarity and legibility, particularly in smaller text sizes and digital interfaces. This thoughtful blend aimed to enhance the user experience while reflecting the hospital's commitment to both excellent care and innovation.
As a pet owner myself and a customer of Wags Animal Hospital, this project was truly fulfilling. Seeing how intuitive navigation, simplified appointment booking, and interactive features could enhance the pet care journey reaffirmed the importance of user-centric design. I am confident that the redesigned website will not only enhance the pet care journey for current users but also attract new clients seeking a hassle-free and engaging experience.
Thank you for reading through! I hope you enjoyed learning about my design and thought process :)
If you'd like to see more, you can check out the full case study on Behance.
