Background
As a design student, I was assigned the task of conducting independent research on a given design brief using the interview method:
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Companionship is a universal human need, the feeling of fellowship or friendship. Animals continue to play important roles in human society, from providing food and labour to protection and friendship. During the recent pandemic, a surge in the number of dogs that found new homes is a testament to the human longing for affection and companionship. However, many people face problems related to living with animals, relate to hygiene, health, noise, transport, rental properties, etc.
After conducting interviews with five volunteers, I was tasked with developing, prototyping, and evaluating a design concept proposal using my research findings.
Design Focus
Based on the design brief and the research I had conducted, I decided to focus on:
making animal companions more accessible, independent of someone's living situation
providing support systems to pet owners, and
facilitating connections between pet owners and seekers.
I designed a problem statement thus:
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Individuals seeking the mental health benefits of animal companionship often face significant barriers. These obstacles include a lack of robust support systems for prospective and current pet owners taking on new responsibilities or changing living conditions. In addition, limited platforms exist for potential pet owners and current pet owners to connect, share resources, and provide mutual aid. These combined challenges prevent many from experiencing the therapeutic benefits of animal companionship and exacerbate difficulties for those adjusting to pet ownership.
Design Process
In order to address the problem at hand to benefit both pet owners and pet seekers, I took an iterative and user-centric approach to the design process, aiming to foster stronger connections between both groups.
Iteration I
Based on the user needs identified in my research, I have generated “how might we” statements as potential ways to address these issues in a broader context. This exercise served as a starting point for developing solutions to the problems that I have defined.
User Feedback
During feedback sessions, I asked 3 potential users to provide their thoughts and impressions on each concept. Their feedback encompassed factors such as usability, viability, and relevance to their needs.
By taking into account their support and criticisms, I found that the pet-sitting app was the most suitable solution for their requirements. Thus, I have reframed the design problem to focus solely on connecting pet owners, shelters, and rescue organisations with individuals seeking temporary or permanent animal companions, using new design implications and constraints to inform my design process.
Design Precedence
After deciding to create a pet-sitting app, I began researching design precedents in the pet-sitting market. To gain the most useful insights, I focused on applications with community features, which excludes those created by agencies or any other private service providers.
Iteration II
Once I had analysed a few design precedents, I developed personas and a scenario to outline the types of users that would benefit from my concept.
In addition, I created a storyboard to illustrate the users' motivations, goals, and actions.
By using these storytelling methods, I was able to ground my concept in a realistic context and provide a visual means of communicating its value.
Usability Evaluation
I then distributed the wireflows to 3 users to evaluate the usability and appeal of my design. I conducted the evaluations via Zoom, using the think aloud protocol to record users' perceptions of the structure, layout, and features of the application in their own words. This exercise enabled me to gain insight into how potential users would interact with the interface, including any misconceptions they may have about its purpose or functionality.
Participant Criteria
Experience with or interest in pet care.
Demonstrate basic technological literacy, including prior use of a smartphone.
Include at least one males and one female, aged between 18 and 30.
Willing to consent to a screen-recorded user test.
Methodology
Unmoderated usability test
Location: Australia (Remote)
Date: During Zoom meeting scheduled for Saturday 20th May, 2023
Length: 30 minutes for each participant.
Iteration III
Based on the feedback gathered, I identified two main insights into how the application could be improved: the implementation of user verification in the signup process, and a more engaging way to browse available pets.
Accordingly, I decided to implement two changes to my design concept. Firstly, I added a profile section so that users can only send messages once they've verified their details. Secondly, I added a Discover feature that gives users the option to browse pets in their area in an engaging way, inspired by the Tinder app.
I chose to model this feature after Tinder due to its popularity among adults of all ages, along with its promotion of forming committed relationships through a casual and engaging platform.
User Testing
Once I have implemented the changes and interactive elements, I then performed in-person tests with 3 more users. After conducting the tests, I used the Ethics Canvas tool to assess my concept's ethical quality and impact. Participants gave their critique on its potential ethical impacts, such as possible effects on groups and individuals, impacts on individual behaviour, security issues, and use of resources.
After conducting the ethical critique, I identified several key areas of concern. Privacy and data protection emerged as a significant ethical consideration, with users expressing the need for robust security measures to ensure their data is securely handled and not shared without consent. User verification was another prominent concern, with emphases on the importance of abuse prevention. These critiques have prompted me to consider implementing a data retention policy accessible through the application to create a more responsible and user-centric service.
Final Concept
To finalise my design concept, I applied feedback from the ethical critique and revised the criteria for user verification, so that users are required to verify their email and mobile number to send and receive messages. Additionally, I added a user rating system to incentivise responsible conduct, and help users make informed decisions about engaging with specific individuals. Finally, I added a Support feature so that users can provide feedback and report abuses of the service.
Successes
PawPal successfully enhances accessibility to animal companionship by providing a platform that connects pet seekers with owners. By facilitating these connections, PawPal creates opportunities for pet owners to seek support from members of their local communities, while making animal companionship more accessible to seekers.
Based on user evaluation and ethical critique, there is a significant demand for trustworthy and secure systems. Users assert that the implementation of security measures are essential to establishing a trusted community. PawPal meets this demand by offering reliable security measures, such as verification requirements, user rating systems, and methods for providing user feedback.
Next Steps
The incorporation of the Discover feature distinguishes PawPal from other pet-oriented services by introducing an element of interactivity to the user experience. The swipe-based interface offers a novel and engaging way to browse through pet profiles, enabling users to quickly and intuitively discover pets in their local community.
However, the solution could be improved by implementing an algorithm to provide more personalised pet recommendations based on user needs and preferences. Additionally, it would be beneficial to conduct usability tests with a larger and more diverse user sample to gather more comprehensive feedback on the application's functionality, interface, appeal, and overall user experience.
