Understanding the problem
Casestudy
Designing Better Care for Modern Pet Parents
Buddy Care simplifies pet health management through a calm, intuitive, and emotionally driven mobile experience.
Designing a Unified Brand Experience
Pet care today is often fragmented, reactive, and time consuming.From urgent health concerns to routine grooming appointments, pet owners frequently struggle to access timely and reliable care experiences.
Buddy Care was designed to simplify this journey by creating a more connected, accessible, and human-centered digital experience for modern pet parents.
How did I start ?
User Research
Defining the Experience
Ideation Exploration
Prototyping process
Testing Refinement
Defining the Opportunity
Using the 4W + H framework, I identified user pain points, trust gaps, and fragmented service experiences across the pet care ecosystem.
Why does this matter?
Pet care experiences remain fragmented, making trusted services difficult to discover, evaluate, and manage seamlessly.
What problem are we solving?
Pet owners lack a unified experience for booking, communication, and long-term care management across providers.
Who are we designing for?
Primary: Pet owners seeking seamless and accessible care experience.
Secondary:
Veterinarians, groomers, and boarding providers managing fragmented operational workflows.
How will the solution help?
By designing a centralized platform that streamlines discovery, booking, communication, and ongoing pet care management within a connected ecosystem.
Paths of Every Interaction
UX Research
User research focuses on understanding user behaviors, needs, motivations, and observation techniques.
- Quantitative Research
- Qualitative Research
Quantitative Research
This stage involved finding competitors and classifying them as direct and indirect competitors.
Platforms I used to get reviews:
- Google Reviews
- Playstore / Appstore
- Mouth-shut Reviews
- Trust-pilot
| Competitor | Review | Problem Statement | Problem Category |
|---|---|---|---|
 | I have a bad experience. Doctors are purly fraud. I consulted with T.Aarathi reddy she has not done video call firstly.See more | Not taking proper care with patients late replay | Improper care & late respond |
 | We cannot find right doctor and cannot book an appointment. Encouraging only video calls.See more | Cant find right doctor, videocall interaction are not used | Selecting right doctor |
 | The product purchased did not help my dog, I went back to the Pro-Kolin I used to get for her instead. | Result less product | Improper solution |
 | I have booked the consult and done the payment even payment is successful I am seeing waiting for doctor from long way, See more | Takes more time to respond in whatsapp, video etc | More respond time |
 | They’re disgusting, untrained and unruly ppl. They couldn’t even handle my 1.5 year old kitty. They cut off extra portion See more | Not taking any suggestions from owners | Not listening customer choice |
 | Didn’t have any effect on his licking allergy or itching after following the instructions so I have say in my experience See more | Instructions are not giving results | Improper solution |
Product Feature comparison
A feature comparison enables the comparison of products or businesses, therefore I gathered the features and services offered by the Direct competitor and recorded them in a google sheet.
Feature comparison
| Features | Practo | The petnest | The dog doc | Vitusvet | Kuddle | Wagstays | Bettervest |
|---|---|---|---|---|---|---|---|
| 24/7 hours accesses | ✅ | ⚫ | ⚫ | ⚫ | ⚫ | ⚫ | ⚫ |
| Explore wide range doctor Near you | ✅ | ⚫ | ⚫ | ⚫ | ⚫ | ✅ | ⚫ |
| Video consult | ✅ | ✅ | ⚫ | ⚫ | ✅ | ✅ | ✅ |
| Pre-booking appointment doctor vist | ⚫ | ✅ | ⚫ | ⚫ | ⚫ | ⚫ | ⚫ |
| medicine delivery | ✅ | ⚫ | ⚫ | ✅ | ⚫ | ⚫ | ⚫ |
| Medical Reminder | ⚫ | ✅ | ⚫ | ⚫ | ⚫ | ⚫ | ✅ |
| Service reminder | ⚫ | ⚫ | ⚫ | ⚫ | ⚫ | ⚫ | ✅ |
| pet insurance | ⚫ | ✅ | ⚫ | ⚫ | ⚫ | ⚫ | ⚫ |
| Pet relocation | ⚫ | ⚫ | ⚫ | ⚫ | ⚫ | ✅ | ⚫ |
| Refundable policy | ⚫ | ⚫ | ⚫ | ⚫ | ⚫ | ✅ | ⚫ |
| Appointment scheduling | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
| Client mobile app | ✅ | ⚫ | ⚫ | ✅ | ✅ | ✅ | ✅ |
| Digital media records | ✅ | ✅ | ⚫ | ✅ | ✅ | ✅ | ✅ |
Crafting Seamless Touchpoints,
driving Consistency and recall
- I have interviewed users from various categories with different
- interests.They answered based on the questions i have prepared. i have
attached a few of the sample questions in this presentation. - From the interviews,i was able to understand the wants and desires
- of the user as well as the pain points, which helps to create a better
user experience for user.
Empathy mapping / user persona
Nivetha . S
22 / Female Student
Nivetha is a collage student, and during this, she is undertaken an internship. She is facing a problem in finding proper certified veterinarian and boarding home for her pet and she feels uncomfortable while traveling with her pet
Says
College student
Get every thing at same place
Thinks
select boarding facilities if they have an appropriate space for pets, take good care of them, and give them the right nutrition
I think vetenerian should have good care towards pet
They should he kind and puntual on time because mostly private vetenerian will delay sometime
Need to provide proper prescription
Does
Use social media like insta, whatsapp, snapchat
Ask neighbours or use Google searches and websites for searching any services
Used to vaccinate yearly but forgot to do on time
Not comfortable to travel with pet
Gone for boarding home
Shops from vetenery clinic or from pet store , inexpensive product that doesn't work
Feels
Very bad experience, made wait for a long and unhygenic
Not comfortable to travel with pet
Good service in private hospital
Don't have sufficient area for pet, pet was not eating properly after getting him back
Charges seperately for injection and doctor fees and it is high
Motivation
- Trustworthy
- Flexible /Sheduled
- Satisfraction
- Time saving
- Safety
Goals
- Need to be punctual
- Need to ask fair cost
- Need to provide proper prescription
- Need right space and hygiene place for pet
- Need to take care of pet
- Need to be updated with activity images and video
Character
Extrovert
Introvert
Sensing
Intuition
Thinking
Feeling
Judging
Perceiving
Frustrations
- Not comfortable to travel with pet
- Don't have sufficient area for pet
- Not having clean environment
- Unsatisfied with cost they change
- Poor service of boarding home
Brands
- Paytm / gpay
- Instagram , whatsapp
Technology
- Internet using mobile
- Social Media
(Instagram , WhatsApp) - Gpay / Paytm
Ideation-Workshop
Once i created the user story i ask my team members to write down the solution (Brain writing method) for one user story at a time within time duration of 3 to 5 mins.
User Story 1
As a 22 year old student, I want the Veterinerian to be available at the said time, so that i need not wait for too long with my sick pet and also get timely care.
Ideation-Workshop
Once i created the user story i ask my team members to write down the solution (Brain writing method) for one user story at a time within time duration of 3 to 5 mins.
Information Architecture
- Information architecture (IA) is, like a blueprint, a visual representation of the product's infrastructure, features, and hierarchy.
- It is the creation of a structure for a website, app or other products, that allows users to understand where they are and where the information they want is - in relation to their current position.
Project Goals
Designing a Unified
Brand Experience
- — Low fidelity
- — Mid fidelity
- — High fidelity
Ideation-Workshop
Once i created the user story i ask my team members to write down the solution Brain writing
Care Together,
Effortlessly
Add family members, coordinate pet care, and book trusted veterinarians in one shared space.
Veterinarian search
Grooming Expert
Boarding stars
Built by pet parents
To help pets live longer
and happier. 
Order healthy pet food in minutes and track every delivery right from your pet care app.
To help pets live longer and happier.
