OVERVIEW

Pet owners would like to create an appointment in an effective manner and at their own convenience.

Design a user flow that allows users to create an appointment from multiple entry points by providing clear navigation.

ROLE

UX Designer
Conduct interviews, paper and digital wireframing, low and high-fidelity prototyping, conduct usability studies, and polish designs based on user feedback.

March 2022 to September 2022

Hartford Animal Clinic is a veterinary facility located in Hartford, WI. The staff aims to provide the best quality care for their patients in Hartford and the surrounding areas.

This user group confirmed initial insights about Hartford Animal Clinic patients, but research also revealed that creating an appointment online was not the only factor users needed. Other user problems included being able to refill their pet’s prescriptions without needing to visit the vet.

I sketched out paper wireframes to ensure that the elements that made it to digital wireframes would be well-suited to address user pain points, optimizing the home screen to allow for a seamless user experience.

Because Hartford Animal Clinic users access the site on a mobile device, I started to work on designs for mobile screen sizes to make sure the site would be fully responsive.

Moving from paper to digital wireframes made it easy to understand how the redesign could help address user pain points and improve the user experience. Prioritizing useful button locations and visual element placement on the home page was a key part of my strategy.

Maintaining effortless navigation was the main focus when designing for a mobile size.

Navigation
Users felt the homepage had too many features that made navigating difficult.

Confirmation
Instead of waiting for staff
to confirm date and time,
users wanted to view
available times only.

Accessibility
Users noted that the button size and text didn’t allow them to navigate confidently 

Based on the insights from the usability study, I made changes to improve the site's navigation. One of the changes I made was increasing the “Request Appointment” button size as well as adding additional navigation buttons within the homepage. This allowed users more opportunities to navigate to the “Request Appointment” page. In order to make the appointment reservation even easier for users, I allowed users to only view available times instead of choosing a time and having staff reach out to confirm.

The final high-fidelity prototype presented cleaner user flows for creating and editing an appointment. It also met users needs by allowing for multiple entry points. 

View the Hartford Animal Clinic high-fidelity prototype