Julian Jensen

BravePup

On-demand puppy visits for instant stress relief.

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The Challenge

Our team was tasked with designing a new app for an existing puppy delivery service. Our goal was to build a straightforward experience that creates brand awareness and promotes alternative stress relief options that can be challenging to access during the busy work week.

What is bravePup?

BravePup already brings rescue puppies to corporate events in Seattle for employee health and wellness. Our aim was to deliver this experience to individuals so they can relieve anxiety using a proven social technique: puppy love.

 
Preview of Our Final Design

Preview of Our Final Design

My Role

UX Project Coordinator & Visual Designer

 
 
Managing Design Studio

Managing Design Studio

Project Management

I combined expert project management skills with my passion for user experience design. I understood the strategic priorities of the project, working with designers to make the most impact possible under our tight schedule.

Guiding Team on Potential Design Elements

Guiding Team on Potential Design Elements

Team Dynamics

I provided input, mitigated conflicts, and empowered cross-functional collaboration throughout the process to meet tight deadlines during research, testing, and delivery phases.

Final Design Mockup

Final Design Mockup

Visual Design

Using feedback from user testing to transform the medium-fidelity digital prototypes into the final design.

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Research

 
 

Screener Survey

Our team conducted initial research through a screener survey with questions related to workplace stress and interest in dogs. We received 33 responses and ran statistical analyses (one-sample t-tests) to determine if there were any trends in our data. We found a correlation between having a higher interest in puppies and higher stress levels at work. 

A Strong Correlation Found In Survey Data

A Strong Correlation Found In Survey Data


Competitive Analysis (Partial Screenshot)

Competitive Analysis (Partial Screenshot)

Competitive Analysis

To get a deeper understanding of what users would want in a potential puppy delivery app we interviewed eight potential users who indicated an interest in puppies in our initial survey. We combined our interview data into an affinity map to examine trends that users had in relationship to a potential puppy delivery app. It became apparent that because potential users were externally busy during the week they would like to have an "instant" delivery service that provides them with stress relief during the work week. Therefore, our new app had to be easy to use and quick at scheduling a delivery. We created a user persona and began work designing our user flow.


Observational Study

We continued our research with observational study at a local pet adoption event in downtown San Francisco. Because of the holiday season, Macy's was holding their annual pet adoption event that places puppies and kittens that are ready for adoption in their storefront windows with high pedestrian traffic. We visited the site and interviewed SF SPCA volunteers who provided us with adoption statistics and reasons behind adopting pets during the holiday season. We learned that over 280 puppies and kittens were adopted within a 3-week period before the Christmas holiday. From this observational research, we learned these major insights:

  1. People of all ages are interested in looking at or admiring puppies and kittens, regardless of a storefront window location.
  2. People seem happier or filled with more joy when seeing these animals.
  3. People want to adopt these animals simply by seeing them close up.
  4. The need for pet adoption is significant regardless of the holiday season.
Macy's Holiday Storefront Adoption Event

Macy's Holiday Storefront Adoption Event

Pedestrians Observing Pets for Adoption

Pedestrians Observing Pets for Adoption

Puppies Open for Adoption

Puppies Open for Adoption


User Interview

User Interview

Brainstorming Potential App Features

Brainstorming Potential App Features

Affinity Mapping

Affinity Mapping

Brainstorming Design Scope for New App

Brainstorming Design Scope for New App

User Interviews & Affinity Mapping

To get a deeper understanding of what users would want in a potential puppy delivery app we interviewed eight potential users who indicated an interest in puppies in our initial survey. We combined our interview data into an affinity map to examine trends that users had in relationship to a potential puppy delivery app. It became apparent that because potential users were externally busy during the week they would like to have an "instant" delivery service that provides them with stress relief during the work week. Therefore, our new app had to be easy to use and quick at scheduling a delivery. We created a user persona and began work designing our user flow.

 

Design Process

 
 

New User Flow

Based on our research insights, we collaborated on a user flow that would simplify getting our user from start to finish in the fewest screens possible. We discussed types of affordances, form design, and other items like the copywriting for the initial on-boarding experience.

Creating New User Flow With Team Input

Creating New User Flow With Team Input

New User Flow Diagram With Low-Fidelity Sketches

New User Flow Diagram With Low-Fidelity Sketches

Paper Prototype & User Testing

Our team went through three iterations of a high-fidelity paper prototype that informed changes to our user flow and content strategy. We learned that:

  • Users didn't understand why they had to create an account before selecting puppies, so we moved the "paywall" after users selected puppies.
  • Users didn't want a home screen, so we removed it and focused primarily on the user flow.
  • Users didn't expect to see certain modules on the delivery confirmation screen, so we made two screens: one for an order confirmation before payment and another for delivery status.
Final Paper Prototype (After 2 Iterations)

Final Paper Prototype (After 2 Iterations)

Design Studio

Design Studio

User Testing Paper Prototype

User Testing Paper Prototype

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Design Iterations: Location Confirmation

Design Iterations: Location Confirmation

Digital Prototype (Medium-Fidelity)

We created multiple iterations in AdobeXD and tested them with new users to inform specific design changes to affordances, layout, and high-fidelity design. We found the following insights that informed changes for our final design:

  • At the end of their experience, users wanted to rate different aspects of their experience, not just give an overall rating.

  • Users expected to see a more standardized layout when selecting puppies and they also wanted to see more photos of each pup.
  • Users wanted a credit card form that was simpler and also integrated PayPal to eliminate typing in a lot of information.
  • Users didn't understand the countdown timer screen design, but understood its function
User Feedback for Payment Info

User Feedback for Payment Info

 

Our Final Design

We tested our app with more users—refining very specific design elements along the way. In addition, we applied Google's Material Design language to our user interface to standardize our affordances and layout.

 

Link to Interactive Prototype

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Conclusion

 
 

Next Steps For BravePup App

 

User testing for a sign-in feature and determine its placement within the current user flow.

Allow users to see their reservation history via a home screen or hamburger menu.

Incorporate ways for users to share experiences through social media; likely integrating a Facebook Live API or something similar.

 

 

What I Learned

As a UX Program Manager for this project, I was fortunate to work with my amazing team members: James Kaguyutan, Jamie Chow, and Anna Curtis. While my team was wonderful, I still gained personal insights from this design project.

 
 

1. Project management in a compressed time schedule with a small team requires daily scrums and constant communication, as every work hour is critical. A Gantt Chart was especially useful for this short-term project.

2. Taking photos and documenting each stage of the design process is critical for case study creation and should be taken seriously by all team members. Even with a many photos and assets, little items like photos of each paper prototype screen were lost in the speed of the project.

4. While working on this project for two weeks, I missed my two dogs at home more than usual. I reaffirmed my love for dogs and encourage everyone to adopt a dog (or cat) at their local shelter.

3. When frustrations arose, reminding team members of our collective goal to create a great app was extremely successful in mitigating conflicts and setting the stage to allow new thoughts and perspectives to be shared without social pressure.

 

 
 
Team BestCoast

Team BestCoast

 
 

More Case Studies

 

"Coast" is a new service in the Bay Area that provides car maintenance at your place of work. We improved their user flow for faster sign up and scheduling.

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With so many items to choose, and a frustrating user experience, the website for Burlington Coat Factory needed a better way for users to filter their searches and checkout faster.

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