12 Weeks
Academic Project
Research
Visual Design
Prototyping
Branding
Part of 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: Pet owners want assurance that their pets will be cared for by responsible, reliable individuals. Many expressed concerns about leaving their pets with strangers, emphasizing the importance of background checks, reviews, and transparency in the sitter’s qualifications.
Easy Booking Process: Users desire a straightforward, hassle-free booking experience. They indicated frustration with complex scheduling systems and lengthy communication chains. A streamlined process that allows for quick booking, payment, and communication with sitters was deemed essential.
of users stated Trust was a major
factor when using a pet sit service
After conducting user interviews, I concluded the importance of a rating and review feature for PetSit. Users expressed a strong desire for a platform where they could share their experiences, which would foster trust and confidence in potential customers. This feature allows pet owners to make informed decisions based on real feedback, enhancing their overall experience.
I treat them like they are my kids,
so I want to make sure everything is ok.
User interview response regarding trust
87% of users expressed a need for a rating
system within the product.
Despite 87% of users expressing a strong desire for a rating system in PetSit, many face challenges when it comes to actually submitting their ratings. Users cited factors such as time constraints, uncertainty about what to include in their feedback, and concerns about the impact of their ratings on sitters' livelihoods. Additionally, some may feel hesitant to share negative experiences or lack confidence in their evaluations. To address these challenges, it was crucial to design a user-friendly rating process that simplifies feedback submission.
The goal of presenting two designs for a rating system for PetSit for A/B testing is to evaluate user engagement and satisfaction with each design option. By comparing how users interact with and respond to the different interfaces, I aim to identify which design facilitates easier and more meaningful feedback submission. I hope this process will provide valuable insights into user preferences, helping me to refine the rating system to enhance overall usability,
4 out 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.
of users expressed a need for an easy booking process
User interviews revealed that a simple and easy booking process is a top priority for PetSit users. Many expressed that a streamlined experience significantly enhances their overall satisfaction, allowing them to quickly and effortlessly secure pet care when they need it most. Users highlighted the importance of intuitive navigation and minimal steps in the booking flow, as these features not only save time but also reduce stress during what can be a hectic process.
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.
User interview response regarding time
After conducting user testing for PetSit, I’ve identified key areas to streamline the booking process. By simplifying the interface and reducing the number of steps required to secure a booking, I aim to enhance user experience. Features like personalized sitter profiles, favorite sitters, and improved navigation minimize confusion and save time for the user. These changes not only make the process faster but also ensure that pet owners can easily find and schedule their perfect sitter, ultimately leading to higher satisfaction and repeat bookings.
75% of users tested mentioned the following design decisions to be beneficial when navigating the booking process.
Once dates and type of visit are selected, available sitters are populated containing the user’s “favorites” as well as recommended sitters in the user’s area.
Sitters booking page contained sitter’s experience, reviews, area of service, bio, pricing and services offered easily navigated all on one screen.
Confirmation page was clear on dates requested, type of visit, costs and payment method.
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, PetSit successfully aligns its platform with user expectations, ultimately fostering satisfaction and loyalty among pet owners.
