PET HOSPITAL WEBSITE
New York's Favorite Sanctuary for Pets
Project Description
Landmark Pet Hospital is a purely conceptual national chain with over 800 locations across the U.S., trusted by pet owners for exceptional veterinary care. I worked as the UX Designer to research, design, and prototype a responsive website that makes it easy for customers to schedule, edit, and cancel appointments online while also managing pet information.
Timeline
6-month project: research → planning → wireframes → prototyping → UI design → accessibility refinements → usability testing & iteration.
Background
Pet owners increasingly expect digital-first solutions for scheduling and managing care. Landmark’s existing website lacked clarity and user-friendly flows, causing customers to waste time waiting in clinics or calling for simple changes.
The redesign aimed to:
→ Create a streamlined appointment booking process
→ Allow easy editing/cancellation of appointments
→ Build features to store and manage pet records and preferences
→ Improve navigation and accessibility for all users
Process
Process
Research & Planning
Research & Planning
Methods: 6 user interviews, empathy maps, personas, journey mapping.
Insights:
Appointment scheduling felt overly time-consuming.
Lack of account functionality frustrated repeat customers.
Navigation was unclear, with poor accessibility on secondary devices.
Methods: 6 user interviews, empathy maps, personas, journey mapping.
Insights:
Appointment scheduling felt overly time-consuming.
Lack of account functionality frustrated repeat customers.
Navigation was unclear, with poor accessibility on secondary devices.
Design & Prototyping
Design & Prototyping
Sitemap: Simplified the structure to prioritize appointment booking as the primary flow.
Paper & Digital Wireframes: Iterated on homepage, appointment scheduling, and vet selection.
Low-Fidelity Prototype: Connected key flows to test scheduling usability.
UI Refinements: Introduced appointment detail cards, a date carousel, and clear dropdowns to reduce typing.
Sitemap: Simplified the structure to prioritize appointment booking as the primary flow.
Paper & Digital Wireframes: Iterated on homepage, appointment scheduling, and vet selection.
Low-Fidelity Prototype: Connected key flows to test scheduling usability.
UI Refinements: Introduced appointment detail cards, a date carousel, and clear dropdowns to reduce typing.
Development & Implementation
Development & Implementation
Responsive Design: Optimized layouts for desktop, mobile, and tablets.
Assistive Tech Support: Added screen reader-friendly navigation and labeled interactive elements.
Design System: Built consistent typography, color palette, and spacing system for scalability.
Responsive Design: Optimized layouts for desktop, mobile, and tablets.
Assistive Tech Support: Added screen reader-friendly navigation and labeled interactive elements.
Design System: Built consistent typography, color palette, and spacing system for scalability.
Testing & Optimization
Testing & Optimization
Usability Study 1 (Wireframes):
Users wanted clearer navigation and a way to see available vets per location.
Simplified flow and added filters for date, vet, and location.
Usability Study 2 (High-fidelity Prototype):
Users asked for progress indicators during scheduling.
More negative space was added to reduce visual clutter.
Refined navigation to make backtracking easier.
Usability Study 1 (Wireframes):
Users wanted clearer navigation and a way to see available vets per location.
Simplified flow and added filters for date, vet, and location.
Usability Study 2 (High-fidelity Prototype):
Users asked for progress indicators during scheduling.
More negative space was added to reduce visual clutter.
Refined navigation to make backtracking easier.
Research Feedback & Design Learnings
Research Feedback & Design Learnings
Efficiency
Efficiency
Users value time-saving features like dropdowns, saved profiles, and pre-filled fields.
Users value time-saving features like dropdowns, saved profiles, and pre-filled fields.
Transparency
Transparency
Appointment scheduling must feel transparent, with visible steps and confirmations.
Appointment scheduling must feel transparent, with visible steps and confirmations.
Accessibility
Accessibility
Accessibility isn’t optional — users expect designs that work equally well on mobile and assistive technologies.
Accessibility isn’t optional — users expect designs that work equally well on mobile and assistive technologies.
Multiple Iterations
Multiple Iterations
Iteration is key: the first draft was never final, and testing shaped the best solutions.
Iteration is key: the first draft was never final, and testing shaped the best solutions.
Solutions
Solutions
Appointment Booking Flow
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability. → Solves long in-clinic wait times.
Fast, intuitive scheduling with date carousel and vet availability. → Solves long in-clinic wait times.
Edit & Cancel Options
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
User Profiles & Records
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Accessible, Responsive Design
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability → Solves long in-clinic wait times.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability → Solves long in-clinic wait times.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability → Solves long in-clinic wait times.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability → Solves long in-clinic wait times.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability → Solves long in-clinic wait times.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability → Solves long in-clinic wait times.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability → Solves long in-clinic wait times.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability → Solves long in-clinic wait times.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Results
Results
Delivered desktop and mobile high-fidelity prototypes with refined scheduling flow.
Improved efficiency: reduced appointment steps, added progress indicators, and simplified navigation.
Designed a scalable IA and design system for Landmark’s 800+ hospital network.
Validated solutions through two usability studies with measurable improvements in flow clarity and satisfaction.
Delivered desktop and mobile high-fidelity prototypes with refined scheduling flow.
Improved efficiency: reduced appointment steps, added progress indicators, and simplified navigation.
Designed a scalable IA and design system for Landmark’s 800+ hospital network.
Validated solutions through two usability studies with measurable improvements in flow clarity and satisfaction.
Project Description
Landmark Pet Hospital is a purely conceptual national chain with over 800 locations across the U.S., trusted by pet owners for exceptional veterinary care. I worked as the UX Designer to research, design, and prototype a responsive website that makes it easy for customers to schedule, edit, and cancel appointments online while also managing pet information.
Timeline
6-month project: research → planning → wireframes → prototyping → UI design → accessibility refinements → usability testing & iteration.
Background
Pet owners increasingly expect digital-first solutions for scheduling and managing care. Landmark’s existing website lacked clarity and user-friendly flows, causing customers to waste time waiting in clinics or calling for simple changes.
The redesign aimed to:
→ Create a streamlined appointment booking process
→ Allow easy editing/cancellation of appointments
→ Build features to store and manage pet records and preferences
→ Improve navigation and accessibility for all users
PET HOSPITAL WEBSITE
New York's Favorite Sanctuary for Pets
COMPANY
Landmark
ROLE
Product Designer
EXPERTISE
UI/UX Design
YEAR
2023
Project Description
Landmark Pet Hospital is a purely conceptual national chain with over 800 locations across the U.S., trusted by pet owners for exceptional veterinary care. I worked as the UX Designer to research, design, and prototype a responsive website that makes it easy for customers to schedule, edit, and cancel appointments online while also managing pet information.
Timeline
6-month project: research → planning → wireframes → prototyping → UI design → accessibility refinements → usability testing & iteration.
Background
Pet owners increasingly expect digital-first solutions for scheduling and managing care. Landmark’s existing website lacked clarity and user-friendly flows, causing customers to waste time waiting in clinics or calling for simple changes.
The redesign aimed to:
→ Create a streamlined appointment booking process
→ Allow easy editing/cancellation of appointments
→ Build features to store and manage pet records and preferences
→ Improve navigation and accessibility for all users
Process
Research & Planning
Methods: 6 user interviews, empathy maps, personas, journey mapping.
Insights:
Appointment scheduling felt overly time-consuming.
Lack of account functionality frustrated repeat customers.
Navigation was unclear, with poor accessibility on secondary devices.
Design & Prototyping
Sitemap: Simplified the structure to prioritize appointment booking as the primary flow.
Paper & Digital Wireframes: Iterated on homepage, appointment scheduling, and vet selection.
Low-Fidelity Prototype: Connected key flows to test scheduling usability.
UI Refinements: Introduced appointment detail cards, a date carousel, and clear dropdowns to reduce typing.
Development & Implementation
Responsive Design: Optimized layouts for desktop, mobile, and tablets.
Assistive Tech Support: Added screen reader-friendly navigation and labeled interactive elements.
Design System: Built consistent typography, color palette, and spacing system for scalability.
Testing & Optimization
Usability Study 1 (Wireframes):
Users wanted clearer navigation and a way to see available vets per location.
Simplified flow and added filters for date, vet, and location.
Usability Study 2 (High-fidelity Prototype):
Users asked for progress indicators during scheduling.
More negative space was added to reduce visual clutter.
Refined navigation to make backtracking easier.
Research Feedback & Design Learnings
Efficiency
Users value time-saving features like dropdowns, saved profiles, and pre-filled fields.
Transparency
Appointment scheduling must feel transparent, with visible steps and confirmations.
Accessibility
Accessibility isn’t optional — users expect designs that work equally well on mobile and assistive technologies.
Multiple Iterations
Iteration is key: the first draft was never final, and testing shaped the best solutions.
Solutions
Appointment Booking Flow
Fast, intuitive scheduling with date carousel and vet availability. → Solves long in-clinic wait times.
Edit & Cancel Options
Customers can update or cancel without calling. → Solves the frustration of unnecessary phone calls.
User Profiles & Records
Ability to save pet details for faster scheduling in the future. → Solves repetitive data entry.
Accessible, Responsive Design
Screen-reader friendly navigation and cross-device optimization. → Solves inclusivity gaps and ensures ease of use.
Results
Delivered desktop and mobile high-fidelity prototypes with refined scheduling flow.
Improved efficiency: reduced appointment steps, added progress indicators, and simplified navigation.
Designed a scalable IA and design system for Landmark’s 800+ hospital network.
Validated solutions through two usability studies with measurable improvements in flow clarity and satisfaction.