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Final Product
UX/UI Designer
Figma, FigJam
6 months (discovery → handoff)
2 engineers, Cross-functional stakeholders
Led the redesign of Banfield’s mobile experience to streamline appointment booking and make critical pet health information easier to access for busy, multi-pet households.Impact
• Cut booking steps from 7 to 4, making the process much simpler
• Reduced scheduling time by ~30% (~4 minutes faster)
• Improved task success and navigation clarity in usability testing
Users struggled with:
• Switching between multiple petsUnderstanding service options
• Navigating a fragmented booking flow
This resulted in:
• Drop-offs during scheduling
• Increased time to complete tasks
• Frustration for repeat users
Friction in booking and navigation contributed to drop-offs and lower retention.
• Existing backend structure limited flow changes
• Needed to support multi-pet logic
• Limited engineering resources required prioritization
• Had to align with existing design patterns and brand
Evaluated the existing experience through: Heuristic evaluation and Competitive analysis across healthcare and pet care apps
A notable user comment: "I could not see all the information about my cat's shot records and medical records."
It wasn’t about adding more features. The experience felt overwhelming, with too many steps and not enough clarity. What users really needed was a simpler, more guided path to complete their task.
Mapped the end-to-end pet care experience to identify friction points across booking, visits, and follow-up care.
• Identified drop-off moments during appointment booking
• Found gaps in accessing and understanding pet health information
• Highlighted the need for clearer status updates and preferred location visibility
These insights directly informed the simplified booking flow and improved information visibility.
These features directly address the key user needs and pain points identified in the research phase.
Before
• Hard to track hospital status (open, moving, closing)
• No clear preferred location
• Confusing booking experience
After
• Clear status labels for hospital updates
• Easy preferred location setting
• More consistent and predictable booking
Impact: Removes uncertainty and improves booking confidence
Before
Users had to dig through multiple screens or copy phone numbers to contact a hospital, making it slow and inconvenient to reach a specific location.
After
Integrated call-to-action buttons let users directly call or contact a chosen Banfield hospital from the app, making it faster and easier for pet owners to reach their preferred location.
Improved access to medical records, making important pet information easier to find and understand.
Leveraged Banfield’s design system to maintain consistency while introducing new patterns.
• Created reusable components for status updates and pet cards
• Standardized interaction patterns across booking and navigation
• Reduced inconsistencies and improved scalability
• Prioritized speed by focusing on common visit types
• Reduced feature density to improve clarity
• Designed for real user behavior while supporting edge cases
• Validate with larger-scale user testing
• Personalize experiences for multi-pet households
• Introduce proactive reminders for ongoing pet care
• Prioritize simplicity in design
• Emphasize seamless collaboration among cross-functional teams
• Consider optimization for the majority of the 500K user base
• Led the redesign of Banfield’s mobile experience to streamline appointment booking and make critical pet health information easier to access for busy, multi-pet households.
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