My Pet Groomer
My Pet Groomer aims to serve the needs of pet grooming businesses across Australia, offering a comprehensive platform for managing appointments, client profiles, and services tailored to the Australian pet grooming industry.
About this Project
Kloud9, a popular Melbourne-based pet grooming service, faced a challenge. Their online booking system was cumbersome and expensive, laden with third-party fees and a clunky user interface. It was time for a change—one that could serve the diverse needs of pet owners and provide a seamless booking experience. With ambitions to scale and innovate in an untapped market, Kloud9 approached us for a solution.
Project Date
May 2023 - Present
My Role
Product designer, project manager
Sectors
Retail, Pet care
Deliverables
Web app, brand identity, social media creatives
Brief
Phase 1 - B to C Booking Website
Keep what’s working for the business and fix what’s not working.
Phase 2 - B to B Booking Platform
How to monetise this product?
Make it a competitive product.
Pet owner
Business owner
“I was looking for cat grooming services, but scrolling through the long menu to find them at the bottom was frustrating.”
“I have a long list of services to offer and I want to provide a detailed description for each service, but I'm struggling to find an better way to do this.”
“Even though I listed the breeds in the service description, people were booking without noticing, so I had to make it more obvious by including it in the title.”
“The amount of text was overwhelming for me to go through.”
“Is my poodle a short haired dog? She just had a summer cut.”
What’s not working...
Sarah, 26, Digital Marketer
Sam, 45, Pet Grooming Shop Owner
Business owners
Want a way to accurately tailor and price pet grooming services.
Ability to customise services offered, including variable pricing based on pet size, breed and hair length.
Pet owners
Want to discover and choose grooming services effortlessly
Menus in current systems can be overwhelmingly complex, especially on mobile devices. First-time users often face a lack of guidance in choosing the right services.
How might we...
design a menu that is easy for pet owners to navigate and helps them to find what they need?
Design challenge
Success =
Less - Time to select services
Less - Time to create a service
Low - Drop-off rate
Low - Error rate
Crafting a structure that is coherent for both backend management and front-end user interaction.
IA
The booking site is organised for user ease with clear navigation for service selection.
Hair length as a required field.
Not all services are priced by hair length.
Behavioural charge on each service
Pet owners may be uncertain about how many behavioural charges to apply when booking multiple services, requiring additional guidance.
Base price with additional option pricing
Setting a base price with additional options adds complexity, as the base price must always be equal to or higher than the option prices to avoid confusion.
Exploration
Everything works except...
Admin portal
Booking site
Unifying sizing guide?
Each grooming shop has its own sizing guide. We need to customise the sizing guides for individual grooming shop owners.
Users can’t preview the price
It requires high effort to click back and forth if users are price sensitive.
Checkbox is confusing
If one selected service has multiple price options, it’s hard to know what has been selected.
Breed list is not prominent
Breed list is shown dynamically once the corresponding price option is selected, however it’s too embedded.
Final solution
This works better
Time to select services
Service selection is now 1-2 seconds quicker, with users finding the updated interface to be more intuitive, allowing them to navigate and choose services with greater ease and less hesitation.
Time to create a service
The time needed to create a service remained the same, yet users report the new version is more logical and user-friendly.
Drop-off rate
50% reduction in user drop-off.
Error rate
Dropping from 20% to 0%.
Admin portal
Booking site
How to create services
How to create services
How to book an appointment on the booking site
How to book an appointment on the booking site
UI
Admin Portal / Booking Site
Menu
I refined the menu navigation and selection process to be more intuitive and user-friendly. My approach focused on establishing a clearer hierarchy and a more structured flow, allowing users to navigate effortlessly and create services through a streamlined, five-step process.
The service menu setup features a four-tiered structure, allowing businesses to categorise their offerings by service type, individual service categories within those types, specific attributes like hair length, and then detailed pricing options based on factors such as weight and breed.
UI
Admin Portal
Calendar
A dynamic scheduling tool that displays appointments across multiple groomers, with details on service types, client and pet names, statuses, and time slots for efficient daily management of pet grooming bookings.
UI
Admin Portal
Checkout
After grooming services are completed, groomers can use this function to charge the client for the remainder of the payment. This streamlined process allows for efficient transaction completion, ensuring all service charges are accounted for before the client's departure.
Select client
New client
Select service
Edit service
Notes
Activity
UI
Admin Portal
Appointment details
A feature where groomers can create, view, and edit the specifics of client appointments, including managing service details for individual pets, scheduling times, and recording special instructions or behavioural notes.
Appointment status
From pending to completed, stay informed and in control of the appointment lifecycle, including confirmation, check-ins, and payment statuses, all in one convenient view.
UI
Admin Portal
Clients
It facilitates meticulous record-keeping and tracking of appointments and interactions and also allows for the creation of custom forms and the automation of messages for streamlined communication and enhanced client engagement.
Pet profile
Allows for the creation and maintenance of detailed pet records, including grooming preferences, behavioural notes, and historical service data, ensuring personalized care and service continuity for each pet.
Automated messages
It enables the business to send timely and relevant communications to clients. This system works by triggering predefined messages based on specific actions or timeframes, enhancing the client experience with consistent updates and engagement while reducing the manual effort required for client communication.
Tracks and manages the business's text message communications
Text message dashboard
Appointment reminder
Appointment updates
Post appointment
UI
Admin Portal
Reports
An analytics tool designed for businesses to monitor and evaluate various aspects of their operations, which is essential for strategic planning and growth.
Brand Design
The overall look of the logo suggests a modern and clean aesthetic, fitting for a contemporary brand.
HEX 0066FF
#trust
#reliability
#professionalism
Inter
#readability
#versatility
#contemporary
Book Antiqua
#trust
#traditonal
#elegant
This typographic combination symbolises a bridge between the trusted, age-old practice of pet care and the efficient, modern approach of online business operations, fitting for a brand that values its roots yet embraces innovation.
View brand book
View brand book
Wash. dry. cut.
More work
