Okie Doggie Pet Salon Service Content
Digital Platform for Visualizing
Service Content and Reservations
Team Members:
Yan Wei
Yenan Huang
Rachel Zhong
Role:
Project Manager
UX Researcher
UI Designer
Led Workshop
Tools:
Figma
Ethnography Research
Double Diamond
Project Time:
2023 (Sep - Dec)
14 Weeks
Who's Okie Doggie?
The Okie Doggie project was an academic course on interaction and user experience design. It allowed our team to create designs with input from various stakeholders. We had theoretical knowledge and practical experience by the end, leading to a final interaction design project. Lucas, the owner of Okie Doggie Pet Salon, was a key collaborator. I reached out to him, established trust, and updated him weekly. His cooperation and trust were essential to the project's success.
Context
Goal
Our task was to design an interaction design solution for a local business that enhances the user experience and meets the Pet Salon's operational requirements.
DISCOVER
Client Interview
To understand the direction of our interaction design solution, we first conducted a one-hour interview and two-hour workflow observations with owner Lucas and employee Debbie. This interview allowed us to gain insights into their customer pain points.
Ethnography Research
Field Observation
We conducted a two-hour in-store observation session with two team members, focusing on interactions involving customers and store employees during dog drop-offs and pick-ups. Through this field observation, we gained valuable insights into the customer flow dynamics within the store environment.
We found that:
• Appointments: All appointments are written on an appointment book
Price Setting: Dog owners know the final price when they pick up
Pet snacks: One customer purchased pet snacks, which is a trial sale
Thematic Analysis
Through interviews and field observations, we engaged in extensive discussions to outline potential solutions to the problems identified. This collaborative effort allowed us to brainstorm various approaches.
After careful consideration, we narrowed our focus to two key areas: the in-store interaction process and customer information presentation.
DEFINE
Persona
After the ethnography research, we used qualitative methods to deepen our understanding. Our team interviewed ten individuals, including existing and potential customers and pet salon employees.
Their insights helped shape our understanding of their needs and thoughts about pet salons. This effort led us to create three distinct personas, reflecting the diverse perspectives we encountered.
Journey Map
Through the interviews and observations, we conducted an hour-long interview with another staff member of Okie Doggie during the persona. We simulated two journey maps, which represent the psychological changes in the service process from the perspectives of employees and guests.
These journey maps show the entire pet salon store's service process and the psychological changes in employees and clients. By organizing them, we can better find our customers' pain points.
Storyboarding
Although initially focused on customers' and clients' requirements, we realized that increasing brand awareness was not urgent and did not need to be addressed at this stage.
Through our communication with Lucas, the owner, we discovered that, as he stated, "We have a high customer retention rate, with 85% of our customers coming from existing ones." Based on this feedback, we created three concept storyboards to address the customers' pain points within the main user journey.
HMW
How Might We Visualize Grooming Process Information…
Visualizing the pet grooming process information to replace the current oral-based store-customer communication model. We aims to establish a standardized and efficient information display method, offering customers a more intuitive pet grooming experience.
DEVELOP
Participatory Workshop
After determining the "How Might We" (HMW) questions, we organized a participatory workshop to gather more suggestions for solutions.
We invited 12 participants, aged 20 to 40, to learn about our project and share their opinions through three activities: Role-Play, Brainstorming, and the Impact/Effort Matrix.
These activities helped us gain valuable insights and ideas for addressing the identified design challenges and confirmed our final design focus.
Role Play
We asked our workshop participants to place themselves in a conversation between a customer looking for information about bathing service and a store employee having information about grooming services.
Participants were grouped into pairs to engage in conversation as customers and store employees. Each character has a card containing necessary information about their role.
Brainstorm
Six participants were asked to come up with at least three design solutions and the corresponding problems they wanted to solve within 15 minutes.
Each participant is encouraged to share their thoughts with other workshop members to spark further discussion and thinking.
Impact/Effort Matrix
All participants were invited to place their solutions on the matrix based on their potential impact and the effort required to achieve them. They were also asked to share their rationale for identifying them. Here is the digital version of how we organized their ideas after the workshop.
Final Design Focus
Concentrate on enhancing customer understanding of grooming service contents and setting expectations by redesigning the visualization of the service list.
Visual Design
In our visual design phase, we ensured all design elements aligned with the client's brand identity. This involved using the colours from the Okie Doggie Pet Salon logo as the primary palette for our design work. By maintaining a consistent colour scheme, we reinforced brand recognition and created a cohesive visual experience across all touchpoints.
Iteration
The iterative process was vital in refining our solution. Starting with initial prototypes, we tested and reviewed them with Lucas, the store owner, receiving valuable feedback that guided our design adjustments. Participatory workshops with volunteers further enriched our understanding, helping us address specific issues and improve the overall user experience. Each iteration brought us closer to a design that meets customer needs and business goals, resulting in an efficient and user-friendly appointment system.
DELIVER
Final Design
Here are the final screens for Okie Doggie Solutions
Onboarding Mible APP Page
Service List(Mobile)
Reservation Page (Mobile)
Home Page in Tablet
Service List(Tablet)
Art Gallery Present(Tablet)
Personal Takeaway 🤔 ：
01 - Research Constraints :
We faced constraints during our research phase. Although we prepared an online questionnaire, we couldn't implement it for specific objective reasons, so we couldn't use that data.
02 - Limited Visual Design :
Our visual design process involved minimal discussion and options. We primarily based our design on the client's logo colour scheme, resulting in a straightforward, brand-consistent design.
03 - Future Opportunities :
Given the opportunity, we would enhance the backend reservation system to help the client attract more customers and streamline their operations. This would provide a more comprehensive and efficient solution for the business.
© Yan Wei. 2023-2024
UX/UI Designer