Vetsource
Understand the antiquated experience and strategically remove friction to align the platform to business goals
Client
Vetsource
Industry
Veterinarian Tech
Service
UX Design
Design Systems
UX Research
Strategy
Duration
'21 - '22
Project Overview
Vetsource, an ecommerce platform for pet owners to purchase supplies and prescriptions directly from their vets, was facing significant usability challenges and falling short of many goals.
Discovery
Strategy
Before designing anything, we needed to build a design system to unify the experience and remove inconsistencies, speed up design and development, launch features faster. Engineering and I collaborated on best practices and naming conventions. Meanwhile, I workshopped design principles with stakeholders to ensure goals are accomplished with the project.
Design
Step-by-step, we stripped the most pressing pain points in the shopping funnel that were suffering from basic design flaws, causing users to experience accumulated friction and bouncing before completing a purchase. More strategy was leveraged like implementing interactive CTA's in the hero section to drive customer behavior. By following design principles, elements like product cards, product pages, and discount experiences were improved for usability and legibility.
We placed a strong emphasis on improving the functionality of the experience, including the 'My Account' space and the search experience. Now customers can find an item through search history, recommendations, and auto-suggestion without even submitting a query and enjoy a results page that is no longer a dead end. The 'My Account' space is much more intuitive and allows customers to better control their preferences and manage their preferences.
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