Tony’s Mobile Vets
Enhancing Patient Experiences in a Digital World
Project type: UX Audit and Strategy (Client)
Duration: 2 weeks
Role: Researcher, UX/UI Designer
Tony’s Mobile Vets, a mobile veterinary service in London, needed a website revamp to attract new patients and top talent while enhancing their brand. After conducting a UX audit, competitor analysis, and interviews with Tony to understand his business goals, we developed strategic recommendations to boost user engagement, streamline navigation, and create a more intuitive, welcoming platform. This approach aimed to elevate the user experience, build customer trust, and make the site highly competitive.
Involved in all stages of the process, but played a particularly prominent role in facilitation and sprint planning, business analysis, usability auditing, competitor research, strategy, ideation, and client management.
Goals
The Impact
Reflecting the Core Values of Compassion, Excellence, and Integrity in a Digital Context to Improve Patient Experiences
Methods and Deliverables
Facilitation | Business Analysis | Heuristic Evaluation | Accessibility Audit | SEO Audit | Competitor Research | Interaction & Visual Design Analysis | Ideation | Research and Strategy Deck
Tools
Figma Slides | Figjam | WebAIM | Seobility
Outcomes
-
To help set the client apart from their competitors, we conducted a discovery intake session to better understand their core values and business goals. We used this data to inspire some broad 'How Might We' statements, and areas of opportunity to inspire further research:
Convenience (derived from brand statement)
HMW demonstrate convenience through the experience of navigating the corporate site?
Compassion
HMW create a personalized experience for users and potential customers from the outset?
Excellence
HMW provide evidence of positive customer interactions?
Integrity
HMW demonstrate transparency from the outset and keep customers up to date with actions and decisions?
HMW build trust between the pet owner, the pet, and the practice?
-
In response to our 'How Might We' statements and some additional competitor analysis, we brainstormed broad ideas for how the client could provide customers with a competitive service from the moment they visit the site.
These ideas were intended to encourage the client to think outside of the box and inspire more specific themes for future user research.
Suggestions included interactive guides for common acute conditions, pet owner forums, a thought leadership blog or newsletter, a loyalty program, and customized pet profiles with medical histories and recommendations. -
To aid the overall user experience, we provided the client with a comprehensive UX audit of their existing website, sharing suggestions to improve factors such as text alignment, color contrast, hierarchy, heavy areas of text, consistency, SEO, and general visual appeal.