Pawgo

Pawgo, a rapidly expanding startup, sought to revolutionize mobile grooming services. It faced the challenge of scaling its web app for other businesses and individual groomers; our goal was to overhaul the user experience to facilitate this growth.

Key Challenge

How can we help users prioritize orders to prevent unassigned orders, which lead to cancellation and dissatisfaction, work more efficiently, and help businesses expand the platform to freelance groomers and small businesses?

Product

Responsive Website

Product

Responsive Website

Product

Responsive Website

Role

UX/UI Designer

Role

UX/UI Designer

Discovery

Our initial step involved diving deep into user research. We uncovered crucial insights by interviewing users, admins, and managers and observing product interactions. This process highlighted user pain points and preferences, laying the foundation for our design approach.

Our initial step involved diving deep into user research. We uncovered crucial insights by interviewing users, admins, and managers and observing product interactions. This process highlighted user pain points and preferences, laying the foundation for our design approach.

Observing how users use the product on a daily basis.

Observing how users use the product on a daily basis.

Observing how users help customers using the product.

Observing how users help customers using the product.

Taking notes on the pain points and brainstorming opportunities to solve the problems with the team.

Taking notes on the pain points and brainstorming opportunities to solve the problems with the team.

Taking notes on the pain points and brainstorming opportunities to solve the problems with the team.

Taking notes on the pain points and brainstorming opportunities to solve the problems with the team.

Taking notes on the pain points and brainstorming opportunities to solve the problems with the team.

Findings

Interviews with eight admins revealed that 95% found the existing scheduling system cumbersome.

Interviews with eight admins revealed that 95% found the existing scheduling system cumbersome.

Usability testing with ten users showed that 70% struggled with finding specific services, leading to the implementation of better sorting and filtering.

Usability testing with ten users showed that 70% struggled with finding specific services, leading to the implementation of better sorting and filtering.

Observation sessions indicated that users took an average of 8 minutes to complete a booking on the old interface.

Observation sessions indicated that users took an average of 8 minutes to complete a booking on the old interface.

Analysis of user behavior on the existing platform showed that 75% of users were frustrated mid-way through the booking process, leading to a streamlined redesign.

Analysis of user behavior on the existing platform showed that 75% of users were frustrated mid-way through the booking process, leading to a streamlined redesign.

Eight potential users highlighted a need for clearer navigation, influencing the introduction of an intuitive menu layout.

Eight potential users highlighted a need for clearer navigation, influencing the introduction of an intuitive menu layout.

Armed with these insights,

we crafted detailed personas

to represent our diverse user

base. These personas and

user journey maps helped us

effectively anticipate and

address user needs.

Design &

Test

Design &

Test

Design &

Test

The primary design challenge was balancing information richness with simplicity.

The primary design challenge was balancing information richness with simplicity.

We minimized scrolling through tabs to address this and implemented clear sorting and filters.

We minimized scrolling through tabs to address this and implemented clear sorting and filters.

A key feature introduced was an order prioritization system. This system allowed users to organize and prioritize grooming appointments efficiently, significantly reducing scheduling errors.

A key feature introduced was an order prioritization system. This system allowed users to organize and prioritize grooming appointments efficiently, significantly reducing scheduling errors.

Amidst a tight launch deadline, our collaborative design approach and rapid iterations based on user feedback refined our designs, ensuring they met the users' needs while aligning with business goals.

Amidst a tight launch deadline, our collaborative design approach and rapid iterations based on user feedback refined our designs, ensuring they met the users' needs while aligning with business goals.

Desktop

Solutions/Schedules

Solutions/Schedules

Enhanced Filtering: Users can filter schedules by groomer, state, location, and service, allowing for quick and targeted views.

Enhanced Filtering: Users can filter schedules by groomer, state, location, and service, allowing for quick and targeted views.

Unassigned Customer Queue: A dedicated panel for unassigned customers ensures that no appointment goes unnoticed, and the best-matched groomers are suggested for efficiency.

Unassigned Customer Queue: A dedicated panel for unassigned customers ensures that no appointment goes unnoticed, and the best-matched groomers are suggested for efficiency.

Map Integration: The full map view provides a geographical perspective of appointments, allowing for optimized routing and assignment.

Map Integration: The full map view provides a geographical perspective of appointments, allowing for optimized routing and assignment.

Solutions/Customers

Solutions/Customers

Consolidated Customer Views: A unified profile section where users can see personal details, pet information, appointment history, and notes in one place.

Consolidated Customer Views: A unified profile section where users can see personal details, pet information, appointment history, and notes in one place.

Integrated Communication: A direct messaging feature is now embedded within the customer's profile, enabling immediate contact and enhancing the customer service experience.

Integrated Communication: A direct messaging feature is now embedded within the customer's profile, enabling immediate contact and enhancing the customer service experience.

Solutions/Dashboard

Solutions/Dashboard

Streamlined Information Display: Key metrics like new customers, services completed, and sales are presented with clear visuals, allowing for quick comprehension.

Streamlined Information Display: Key metrics like new customers, services completed, and sales are presented with clear visuals, allowing for quick comprehension.

Simplified Navigation: A more intuitive sidebar allows users to access different sections with fewer clicks, saving time and reducing cognitive load.

Simplified Navigation: A more intuitive sidebar allows users to access different sections with fewer clicks, saving time and reducing cognitive load.

Dynamic Scheduling Tool: An interactive calendar provides a real-time view of groomer schedules, enabling users to prioritize orders and avoid double-booking, all within a user-friendly interface.

Dynamic Scheduling Tool: An interactive calendar provides a real-time view of groomer schedules, enabling users to prioritize orders and avoid double-booking, all within a user-friendly interface.

Mobile

Results

90%

After introducing the order prioritization feature, user testing with eight admins showed an 90% decrease in scheduling errors.

90%

After introducing the order prioritization feature, user testing with eight admins showed an 90% decrease in scheduling errors.

90%

After introducing the order prioritization feature, user testing with eight admins showed an 90% decrease in scheduling errors.

80%

A/B testing of the dashboard layout with ten users resulted in a 80% faster navigation to critical features.

80%

A/B testing of the dashboard layout with ten users resulted in a 80% faster navigation to critical features.

80%

A/B testing of the dashboard layout with ten users resulted in a 80% faster navigation to critical features.

60%

Feedback from weekly user test sessions led to three major iterations of the interface, each enhancing user flow and reducing task completion time by an average of 60%.

60%

Feedback from weekly user test sessions led to three major iterations of the interface, each enhancing user flow and reducing task completion time by an average of 60%.

60%

Feedback from weekly user test sessions led to three major iterations of the interface, each enhancing user flow and reducing task completion time by an average of 60%.

100%

Post-launch, a survey of 50 users indicated a 100% satisfaction rate with the new order prioritization feature, validating its effectiveness.

100%

Post-launch, a survey of 50 users indicated a 100% satisfaction rate with the new order prioritization feature, validating its effectiveness.

100%

Post-launch, a survey of 50 users indicated a 100% satisfaction rate with the new order prioritization feature, validating its effectiveness.