Luna Vet
Project Overview
There are multiple veterinary record management products in the market, but none of them are specifically designed to cater to the needs of veterinarians operating in a mobile setting.
The Problem: Existing solutions fall short in design, as they are primarily intended for desktop use and fail to display optimally on smaller screen sizes, such as those found on mobile phones and tablets. Additionally, Luna provides a unique service and has an end to end process that is not fully supported by existing solutions.
The Solution: Conduct user research across all job functions within the team to gain a deeper understanding of their daily responsibilities. Subsequently, refine the MVP design to enhance support for their workflows, maximize efficiency, & optimize for usability on mobile devices.
Research
I conducted interviews with veterinarians and customer service representatives to learn more about their day to day workflow. By gaining an understanding of how they will use the product, I am able to pinpoint inefficiencies in the current design.
I created a flow chart to visually depict each of the steps which aided with the following:
Identifying User Paths & Pain points: This helped me identify different paths users might take within the system and aids in considering various user scenarios and designing for different user needs. I was also able to predict any pain points or bottlenecks before designing.
Clarifying Information Architecture: Mapping out a process through a flow chart helped to organize and structure information effectively by determining how information will be presented and accessed, contributing to a well-defined information architecture.
User-Centric Design: This exercised emphasized the user's perspective, helping me to stay focused on user needs and goals. This user-centric approach contributes to creating a more satisfying and effective user experience.
After creating a flow chart and analyzing user flows, I proceeded to review the insights gathered from interviews. I extracted key findings specific to each team role, delineating the necessary functions that each user would require for the application.
Key Interview Findings - CSRs
Key Interview Findings - Vet Techs
Areas of Focus/Project Scope
Above: Headings and titles could have better hierarchy and do not meet accessibility standards. Text is small and could be more difficult to read in some cases on mobile phones. Collapsable menu is not labeled. Not all options in main menu visibile on main screen
After identifying the user needs, I crafted a proposal outlining the specific areas of focus and aspects that I intend to delve deeper into during the design process.
Review UI to ensure information is centered, well located, appropriate hierarchy for headings/tiles, appropriately sized, and meets all WCAG Accessibility guidelines
Develop a visual marker for appointment slots on hold or being updated by another colleague
Review text input fields to ensure they are ordered correctly to serve intake flow, and that the appropriate information is shown on the scheduling screen and modules
Streamline processes for mapping routes, inventory, and cremation into the app and out of Google Sheets as much as possible so everything is managed in the Luna app
Review entire UI and format to be viewed appropriately on mobile
Refine/create process to call/text clients in the app instead of zendesk or personal phone
Review/integrate appropriate info. input for acupuncture appoints, as they differ from traditional appointments. Integrate pre-filled responses for fields when possible
Review color label system for appointment types/other parameters used, revise as necessary (some appointment colors are the same as button colors)
For someone such as myself who isn't familiar with vet software, I found it hard to find where to add a new client or new pet, doesn't seem intuitive you have to click into 'Clients' or 'Pets' in the menu
Above: Color/label system may be confusing, review design and layout of tags vs buttons at the top. They all look like buttons, are they all clickable? Examine hierarchy of text vs headings, information shown
Design Process
Final Design
After a few months, we improved the MVP to a stage the client was happy with - they wanted to continue testing with the team members and gathering feedback before investing more time into design.
Some of the big wins included:
Enhanced visual appeal and readability were achieved by minimizing excess spacing and margins.
The number of on-screen buttons was reduced, creating a clearer hierarchy and lessening cognitive load for users when deciding which button to press.
The information architecture was refined, contributing to improved usability.
The order of text input fields was aligned with SOAPs and the desired process.
Pertinent pet information was included on the schedule screen, streamlining daily preparations for technicians & promoting efficiency.
Optimal formatting for mobile and tablet viewing was ensured, guaranteeing a seamless user experience across different devices.
Larger text was implemented, and adherence to accessibility compliance standards was maintained, fostering better readability and ensuring inclusivity for all users.
You can take a look at the updated MVP below.
Final Thoughts
Although formal testing to measure satisfaction or efficiency after the launch was not conducted, I received direct messages from several staff members who expressed appreciation for the updates. They shared how the enhancements had made their day-to-day work noticeably easier.
Despite the positive feedback, I recognized opportunities to continue improving the user experience. The project’s scope was limited by both the structure and capabilities of the existing UI kit, which constrained certain design decisions.
As the project neared completion, I was also asked to design the home and scheduling screens for a proposed native mobile app.
The home screen was designed to feel welcoming and intuitive, with key tasks like pending appointment reviews placed prominently at the top. The daily schedule displayed essential details for each appointment, and a map feature was included to support easy route planning.
On the schedule page, each appointment was organized into its own dedicated section, creating a far more readable layout compared to the current spreadsheet-style view, which requires horizontal scrolling and can feel visually cluttered.
This project gave me the opportunity to explore a new industry and tackle complex challenges related to data visualization and usability within technical constraints.