Pawshake redesign

Understand the current status

Pawshake, once the top pet-sitting platform in Australia, slipped to the second position in later 2018. Despite the growing tendency of the pet-sitting industry.

Especially its strongest competitor, Mad Paws, is currently the most recognised pet-sitting platform in Australia. Mad Paws started exceeding Pawshake's market position around September 2018. By the end of 2023, Mad Paws' visibility had roughly doubled that of Pawshake's.

Competitor

Comparing the user experience of both apps from a pet sitter's perspective, Mad Paws has a sleeker UI design, while Pawshake is better in usability: functional design is intuitive, and background responsiveness is stable, leading to less frustration.

Persona

Qualitative data

Due to the nature of this product, conducting a usability test to gather quantitative data must based on REAL orders. However, as I don't have enough resources to grab a test version, I chose qualitative data as the baseline for this optimisation. I selected the three most efficient methods for gathering qualitative data:

User reviews

User interview

Expert review

Specify the current pain points

UX optimisation strategy

1. Enhance Pawshake's existing UX advantages by refining tasks and scenarios.

2. Address the experience points where competitors exceeded us, refining the design to supplement.

3. Address the sharing challenges of both products from a design perspective by enhancing security and improving efficiency.

4. Improve end-to-end service and promote product innovation to meet user needs.

To-dos and challenges

Design

Pawshake's primary product is the mobile app, and my design process begins here.

Schedule management functions meet the actual needs of users.

New feature: order management

New module: Moment (photo/video sharing)

Introduce an independent media-sharing module.

Catering to diverse media sharing needs and enhancing the ease of browsing and managing photos & videos for both sides of users.

Pet owner’s profile

Data visualisation

The dashboard has been redesigned with data visualisation capabilities, now featuring a financial analysis module.

These features assist users in aligning their business strategies to meet financial objectives.

Messaging & enquiries

The layout of the message module has been slightly reorganised to enhance identification and communication efficiency.

Process before profile blocking

Pet sitters will receive push notifications & texts 48 hours before their profile is blocked due to delayed responses to clients’ messages. This allows users to understand their situation and take action to prevent their profile from being blocked.

Pet sitter’s profile

The personal page and sitter’s page have been refined to clarify categories and highlight key information.

A QR code has been added, to enhance the experience of offline promotion.

Physical promotional materials

Integrate a brand new module for ordering customised physical promotion materials to enhance pet sitters’ local visibility and boost product income.

Customer service

Journey map

Service blueprint

Multi-platforms

The tablet app prioritises schedule management, the larger screen size is nice to accommodate complex scheduling details.

Website - guest mode

The first screen has been optimised to include some operational events to encourage pet owners to enhance their service quality.

Website - pet sitter mode

Since users typically spend a period on the computer, the website prioritises visual data analysis to assist users in making business improvement decisions.

Responsive

Thanks.

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