TeleVet
UX Case Study
Context
In 2015, Americans are expected to spend more than $60 billion on their pets and nearly half that figure will be used on medicine and veterinary services. Which helps to explain why Vet Time approached Galaxy Weblinks to help define and develop a new mobile application that connects pet owners with veterinarians based on their practice location, specialties and more. Moreover, the application was expected to bring a modern new flavor to the pet owner-veterinary relationship, enabling owners to seek consultations without in-office appointments, conduct video calls, chats, etc., and a payment gateway for virtual services rendered.
About the project
Like many startups TeleVet provides an integrated mobile app extension to existing veterinarian practice management systems. The TeleVet app allows two-way communication between clients and veterinary staff, enabling telemedicine, appointment scheduling, digital prescriptions and much more
My role
I helped TeleVet as a Product design advisor in a remote team environment.
I have been involved in all stages of the design process and user research, closely working with Price, the Co-founder and CPO, Developers and DVM to create this application from scratch and helped build delightful experience for the product
Setting the Initial Goals
Since there was no early data available to set the initial design goal, I begin my research by doing a SWOT analysis of weaknesses, threats, strengths and opportunities.From there, I carry out questionnaires by Typeform of veterinarians and create a value proposition to corroborate the frustrations of veterinarians and propose different solutions…
Frustrations
Many clinics do not have a receptionist.They spend a lot of time on the phone making appointments and reporting on the animal’s condition.They do not use related apps.Most of their websites do not have online appointments.Fear that older people may not know how to use an app properly.
Relieve frustrations.
To be able to make an appointment through the app.Easy and usable app.Explanatory hero Illustration of the app.To be able to monitor daily the state of appointments and having access to all the front desk work performed.Personalized treatment through chat.Avoid unnecessary phone calls and visits
User survey
To get quantitative objective I used user survey. In my survey, 133 people aged 18-70 from around 11 US states took park, so I was able to get a general idea of how people look after the health of their pets. The most important findings from the survey are
Identifying the problems
User journey
It was time to choose the deliverables based on the time I had after the initial insights from the interviews. We all (designers, researchers, product owners, SAs, and Engineer director) gathered to talk about scoping the requirements for the Sprint because the product had been broken down into components and assigned based on interests. Individually, we described the various issues and divided them into MVP and ideal case studies.
Having already clear about the problem I want to solve with this app I start to do the information architecture. Almost all veterinarians agree in a frustration that is the fear that there are many older people who do not know how to use the app. Frustration that makes me think more about a simple, visual and usable architecture.
What we have followed
Wireframing
Once we decided with all the stockholders and validating the usecases It’s time to put the project into practice.
Before making the prototype in XD, I usually do the wireframe sketches on paper as this was the first step to help me outline the basic problem we are about to solve and visually imagine it. I finalised the sketches of each view and divided them to translate into low fidelity designs on Figma. My initial goal was to make users comfortable with the steps to get into the online clinic, after exploring through different iterations of ideas, it was the time to design the visual layouts for the proposed ideas to get them ready for the usability test with the real participants.
There were also few intriguing points raised by the participants. Overall the test results gave a chance to refine the design from better to the best
After rapid A/B testing and feedback sprint the final designed has been made as first release for developer handoff
The nature of the majority of users is to test out the product straight away. Even if there is a quick tutorial upon landing on a specific page, the user will still skip over it in order to get started with the application. Additionally, users who do not skip the tutorials are unlikely to remember what they have just learned.
To overcome this, we had to design onboarding in such a way that it guides users and helps them understand how the product works once they arrive at the dashboard
HiFi Design
Problem with empty-state
We've noticed that once pet owners are onboarded to the web app, they become confused because the entire app home is blank due to the lack of available appointments.