Tony’s Mobile Vets

Reflecting the Core Values of Compassion, Excellence, and Integrity in a Digital Context to Improve Patient Experiences

UX Audit and Strategy (Client)
Group | 2 Weeks (Phase 1)

Project Overview

*Full Case Study Coming Soon*

Tony’s Mobile Vets is a mobile veterinary business, serving all areas of London. They were looking to revamp their website to attract more patients and employees, and wanted an initial audit and set of recommendations for directions they could potentially go in.

This was a group project, my colleagues being Teaghan Phillips and Whitney Cover. I was involved in all stages of the process, but played a particularly prominent role in facilitation and sprint planning, business analysis, SEO, usability auditing, competitor research, strategy, and ideation.

With the initial audit and strategy report complete, we may move forward with a full redesign in the future along with a fourth colleague, Esther Berry.

Methods and Deliverables:

Tools:

Figma Slides | Figjam | WebAIM | Seobility

Outcomes:

To help set the client apart from their competitors, we conducted a discovery intake session to better understand their core values and business goals. We used this data to inspire some broad 'How Might We' statements, and areas of opportunity to inspire further research:
- Convenience (derived from brand statement)
  - HMW demonstrate convenience through the experience of navigating the corporate site?
- Compassion
  - HMW create a personalised experience for users and potential customers from the outset?
- Excellence
  - HMW provide evidence of positive customer interactions?
- Integrity
  - HMW demonstrate transparency from the outset and keep customers up to date with actions and decisions?
  - HMW build trust between the pet owner, the pet, and the practice?
In response to our 'How Might We' statements and some additional competitor analysis, I led an ideation session to generate broad ideas for how the client could provide customers with a competitive service from the moment they visit the site. These ideas were intended to encourage the client to think outside of the box and inspire more specific themes for future user research.

Suggestions included interactive guides for common acute conditions, pet owner forums, a thought leadership blog or newsletter, a loyalty program, and customised pet profiles with medical histories and recommendations.
To aid the overall user experience, we provided the client with a comprehensive UX audit of their existing website, providing suggestions to improve factors such as text alignment, colour contrast, hierarchy, heavy areas of text, consistency, SEO, and general visual appeal.