The project: Companion Connect’s animal shelter management software solution needed a brand new medical exam interface, all on one page.
The goal: Decrease customer support tickets and requests for new medical exam features–happier clients!
The challenge: This was a massive, multi-year undertaking. The veterinary industry has precise medical requirements for form fields, data presentation, and user permissions. Lots of user research and feedback was needed to tackle to project. We also sometimes paused the project to work on other, more urgent company initiatives.
The process: This was one of my first projects after joining the company. I needed a thorough understanding of the current painpoints of our veterinary clients, so I gathered outstanding feature request data while other team members did discovery interviews.
My role: Lead UI Designer (wireframes, prototype, interaction) and UX Researcher (user testing sessions)
After gathering this information, I created a starting wireframe:
Once I created the wireframe, we received additional client feedback. After more iteration between design and client feedback, I moved on to interactive prototypes. I sat down with the clients to get one-on-one feedback with a user interview document:
After discussing this document and refining the questions to ask, I scheduled time with clients to interview over a video call (two shown below, of many more):
Once the video was processed and uploaded by the software, I would re-watch the recording and type in annotations and flag insightful clips. The software (Lookback) also allows other team members to listen in as observers. Observers can chat in to me (without the client knowing) with a suggested question for me to follow-up with:
These annotations can be exported into a spreadsheet. I would then copy these into my Airtable software. I could label certain comments as positive or negative, as a new feature request or something that was especially insightful. It also contains tags for easy search, and the Lookback URL timestamp so that I could see exactly what it is they said.
I could also attach a ticket URL to the comment for full transparency. This Airtable system allows me to keep track of how sessions went overall, if the client was happy or unhappy, or in-between. This feedback session tracker is an excellent way to learn what the satisfaction level of our clients are, and which clients provide the highest level of insights for future sessions:
The results: the pet medical project was a success! We received high praises for the completed UI. This also helped us move forward with landing a major client, the largest in the company’s history, that loved the workflow of the medical exam. Here are a few screenshot of the final prototype:
