Lean UX • Illustration • Storyboarding • InVision • Sketch • Adobe Creative Suite • Agile
Goal
Digitize PetSmart Hotel operations through a tablet-optimized interface, eliminating paper workflows, ensuring data compliance, and reducing average check-in time.
Objective
Design a proof-of-concept digital experience that streamlines check-in for store associates and keeps pet parents connected throughout their pet's stay.
Observed in-store hotel check-in interactions between associates and pet parents alongside store managers. Mapping workflows uncovered operational inefficiencies and key pain points that informed the design direction.
Designed a digital storyboard for the end-to-end check-in experience, uncovering opportunities to streamline the journey for both pet parents and store associates.
Presented and refined the ideal flow with stakeholders, aligning on a shared vision and gaining approval to begin development.
Designed a proof-of-concept iOS tablet app with a check-in queue, evaluation form, and digital signature, simplifying workflows and speeding up check-in. Eliminating paper forms and introducing digital record-keeping streamlined the experience for both current and future pet stays.
The app launched on schedule, with training delivered to store associates and location beacons and consent forms provided to pet parents for usability testing. Feedback from testing was incorporated into PetSmart's broader digital roadmap.
