Guiding Vet-AI through a full user centred design process to create the industry-changing app, Joii.
The challenge
Visiting the vet can quickly become a stressful and expensive experience. After assessing these experiences, the Vet-AI team noticed an opportunity in the veterinary care system – specifically an opening within the digital space – to utilise artificial intelligence to simplify this process for pet owners.
Vet-AI needed a research and UX partner to understand how they could best serve pet owners through the app to provide the a market leading, high quality service.
The solution
CDS were appointed to take Vet-AI through a comprehensive user-centred design process to create their app following three key stages:
- Discovery and concept validation
- Brand validation
- App iteration
CDS conducted three rounds of research to understand why pet owners would use an app instead of visiting a vet, and identified common issues such as cost, convenience, and stress. They tested a prototype to ensure it provided an optimal user experience. After each round, CDS shared their findings with Vet-AI through debriefs, actionable lists of changes, and detailed reports. CDS also provided evidence-based recommendations from our team of experts to help Vet-AI make key business decisions, keeping the user at the center of the design process.
The result
Joii is a mobile app that provides on-demand veterinary care to pet owners. It allows users to seek advice, purchase products, and even consult with a vet from their homes for non-emergency needs. The launch of Joii was a success, leading to Vet-AI receiving significant VC investment and a partnership with 'Animal Friends' insurance. Within 18 months, 130,000 pets were registered on the app, and it remains the top video-consult vet service with over 2,000 5-star reviews on the App Store.
At a glance...
Industry
- Veterinary.
Challenge
- Solve non-emergency veterinary needs for pet owners, from the comfort of their own home.
Solution
- CDS was appointed as an insight and UX partner.
- Three rounds of qualitative research identified user needs.
- Prototype testing of the app ensured an optimal user experience.
Results
- CDS helped shape the scope of Vet-AI's service.
- 130,000 pets were registered on the app in the first 18 months.
- Joii received over 2000 5-star reviews on the App Store.
Let's work together
Related content
Improving user engagement
From in-depth user research to accessibility and total experience design, create experiences that delight your users and drive business growth.
Improving user engagement >The challenges of testing prototypes with real users
How to overcome challenges in prototype testing, such as partial journeys, to derive the most value from your research.
The challenges of testing prototypes >Optimizely: Dynamic user experience
As an Optimizely Gold partner, we provide a complete end-to-end service to deliver valuable user experiences with market-leading software and scalable cloud hosting.
Optimizely solutions >