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CASE STUDY
Vet Review Capture
Project Overview
The Product
This website review capture user flow was designed to make the review submission process easier for the reviewer, and maximize the information given to the provider and readers.
Project Duration
September 2023- October 2023
My Responsibilities
As the sole UX designer on this project, I was responsible for all aspects of the design process.
The Problem
Users were frustrated trying to figure out how and where to submit reviews for their veterinarian. The service providers wanted more specifics in their reviews.
The Goal
I want to make a step-by-step process for creating a review that includes easy access to provider and service details. After the review is created we wanted a direct way to post reviews to chosen review sites.
My Role
UX Research
UX Design
Prototyping
Summary
When the client wanted a way to collect Google reviews for their office, I thought having a link to Google would be sufficient in the collection process. Through my research I learned that not everyone has a Google login, nor does everyone want to login to Google. The were a certain amount of users that wanted simple to follow steps as prompts of what information to put into their reviews.
Pain Points
What to write
1
Users didn’t always remember who helped them or what type of services their pet received.
Where to post
2
Users were unclear as to where to go to post a review when the provider asked them to post.
No Google Account
3
Some users wanted to review the vet office but did not have a google account to post.
user research
User Research
Summary
A primary user group identified through research interviews and empathy maps was working adults that want a streamlined movie ticket purchasing experience.
Research from this primary user group confirmed initial assumptions that users want a quick way to purchase movie tickets. This user group revealed that movie goers want outside opinions when making buying decisions.
Personas
Problem Statement
Chen is a busy accountant who needs an app to order movie tickets and snacks at home before he heads to the theater because he wants to make the most of his free time, and he doesn’t like to wait.
Personas
Problem Statement
Chen is a busy accountant who needs an app to order movie tickets and snacks at home before he heads to the theater because he wants to make the most of his free time, and he doesn’t like to wait.
![Copy of Google UX Design Certificate - Personas [Portfolio Project 2] .png](https://static.wixstatic.com/media/33b912_13083a92321f4707a120ad0436531989~mv2.png/v1/fill/w_960,h_540,al_c,q_90,enc_avif,quality_auto/Copy%20of%20Google%20UX%20Design%20Certificate%20-%20Personas%20%5BPortfolio%20Project%202%5D%20.png)
Problem Statement
Maggie Patel is a retired business owner
who needs generic options to leave business reviews because she doesn’t have a google account.
Personas
![Copy of User Journey Map [Portfolio Project 2 Vet office review capture].png](https://static.wixstatic.com/media/33b912_77253e57e9a04acca81025a51023398d~mv2.png/v1/crop/x_7,y_0,w_939,h_540/fill/w_939,h_540,al_c,q_90,enc_avif,quality_auto/Copy%20of%20User%20Journey%20Map%20%5BPortfolio%20Project%202%20Vet%20office%20review%20capture%5D.png)
I was curious about how a person with less tech literacy would find the website to begin with. If they really want to overcome that obstacle, I wanted to make what I had control over as easy as possible.
user journey map
Information Architecture
The site map for this website was pretty simple. The typcal user views the website for mostly contact information.
site map
It was interesting trying making different iterations to balance the Vet’s desires for review capture and the main reasons a user would come to the website in the first place.
paper wireframes
digital wireframes
I found digital wireframing interesting. Things that seemed visually balanced on the paper wireframe needed a lot of adjustment to actually work.
low fidelity prototype
I changed my Low-fidelity prototype to include a window that shows the progress of the review creation. Users wanted to be able to see what they input, and go back and change it if necessary.
Mockup
Mockup After Usability Study
Users wanted to be able to see the progress of their review. The also wanted the option to change what they input.
high fidelity prototype
The users take a step by step journey to create a review. Users wanted to see progress as they moved through the process so I added a “preview” of their review that shows what they have input.
take aways
Impact
The Vet office will get more reviews, and older clients will be able to leave reviews easily.
What I Learned
Things I would think are intuitive aren't always obvious depending on the user. Being able to lead the user through the process to the desired action sometimes takes some extra steps.
Accessibility Concerns
1
I wanted to make sure or color scheme was accessible, so each selection was tested for visual accessibility standards.
2
Alt text will need to be added to provider photos to help visually impaired users recognize the individuals.
3
When this design is handed over to developers, we need to make sure the structure allows for screen readers to tab through the process.
Paper Wireframes with Screen Size Variation
I wanted to make sure I preserved some of the most common uses for the website, while condensing less used information in an accordion to maximize the efficiency of the mobile version.