Goal
PetSmart’s hotel operations relied heavily on manual processes. Associates used paper forms for check-ins and pet parents were limited to phone calls for updates.
Objective
Design a proof of concept digital experience that streamlines the check-in process for store associates and keeps pet parents connected throughout their pet’s stay.
Lean UX • Illustration • Storyboarding • InVision • Sketch • Adobe Creative Suite • Agile
We partnered with store managers to observe in-store hotel check-in interactions between associates and pet parents. By mapping workflows, I uncovered operational inefficiencies and identified key user pain points to inform design improvements.
Designed a digital storyboard for an end to end check-in experience, uncovering opportunities to streamline the journey and enhance the experience for both pet parents and store associates.
Worked closely with stakeholders to present and refine the ideal flow, aligning on a shared vision and gained approval to start development.
A proof-of-concept iOS tablet app was designed and developed with a check-in queue, evaluation form, and digital signature to simplify workflows and speed up the check-in process. By eliminating paper forms and introducing digital record-keeping, the experience was streamlined for both current and future pet stays.
The app rollout was delivered on schedule and included detailed training for store associates and provided pet parents with location beacons and consent forms to support usability testing and concept validation.
Feedback gathered from these sessions were incorporated into PetSmart’s broader digital roadmap.
