Project Overview

PetsVet is a conceptual mobile app that helps pet owners manage everyday care for their pets.
Beyond basic booking, the product aims to reduce the stress and uncertainty pet owners feel when they’re not sure whether a situation requires a vet visit, a quick check-in, or simple home care.

My role:
Product thinking, feature framing, user research synthesis, UX flows, and UI design.

Problem & Context

From early desk research and interviews with pet owners, three recurring pain points emerged:

Uncertainty and anxiety
Owners often don’t know whether a symptom is urgent or not. They either over-react (expensive emergency visits) or under-react (delayed treatment).
Fragmented information
Care instructions, vaccination dates, and previous visit notes are scattered across paper records, emails, and different apps.
Limited access to trusted advice
When clinics are closed, people default to generic search results or social media groups, which are noisy and not tailored to their pet’s history.

The opportunity was to design a product that combines structured professional guidance with practical, everyday support, instead of being just another appointment-booking app.

Target Users & Use Cases

Primary users

Busy pet owners (young professionals, small families) with limited time to visit clinics.
Owners of pets with recurring or chronic conditions who need ongoing monitoring.

Key use cases

“Something looks wrong with my pet and I’m not sure how serious it is.”
“I need a quick follow-up after a previous visit, but not a full appointment.”
“I want all care information, reminders, and records in one place.”

These use cases shaped the core product value:

“Help pet owners make calm, informed decisions about when and how to seek care.”

Product Goals & Success Metrics

From a product perspective, PetsVet is designed around three goals:

Reduce unnecessary in-person visits
- Signals: share of concerns resolved through virtual triage or chat.
Increase owner confidence and engagement
- Signals: self-reported confidence after consultations, repeat usage of care plans and reminders.
Strengthen long-term relationships between clinics and clients
- Signals: repeat bookings with the same clinic, subscription or membership adoption.

The UX work (flows, UI, content) is evaluated against whether it makes these outcomes easier to reach, not just whether the screens “look good”.

Product Scope & MVP Definition

To keep the concept realistic and focused, the MVP is framed around three pillars:

Smart Triage & Virtual Consultation
- A guided symptom flow that helps owners describe what’s happening.
- Triage output: “self-care”, “schedule appointment”, or “urgent – contact now”.
- Option to escalate to a real-time chat or video consultation with a vet.
Care Plans & Health Records
- Structured care instructions after a consultation.
- Centralized timeline of visits, medications, and notes per pet.
- Reminders for follow-ups, vaccines, and medication schedules.
Community Insight (Carefully Curated)
- Lightweight Q&A space where owners can see common questions answered by vets or verified owners.
- Content is positioned as supplemental, not replacing professional advice.

Everything beyond this (e.g. insurance integration, wearable data, e-commerce) is treated as future iterations, not part of the initial product.

Feature Prioritization & Trade-offs

To prioritize, I used a simple Impact vs. Complexity lens:

High impact, medium complexity → MVP
- Symptom triage flow
- Booking & virtual consultation
- Post-consultation care plans
Medium impact, low complexity → MVP+
- Simple reminders & record timeline
- “Save this vet / clinic” for future visits
Nice to have → Backlog
- Community discussion threads with advanced filters
- Integration with third-party wearables and insurance platforms

By documenting these trade-offs, the UX decisions (what flows to design now vs. later) are clearly linked to product sequencing, not just visual preference.

Connecting Product Thinking with UX / UI Work

The existing UX case focuses on:

User research (interviews, survey, online research)
UX design (information architecture, user journey, user flows)
UI design (visual language, iconography, hi-fi mockups)

To connect it with product thinking, I frame these outputs as responses to product questions:

Symptom triage flow → designed to reduce anxiety and unnecessary visits, aligned with Goal #1.
Dashboard & record views → make it easy to see “what to do next” for each pet, supporting Goal #2.
Community & consultation entry points → intentionally placed to encourage owners to stay within a trusted ecosystem rather than going to random search results, supporting Goal #3.

In the case study, I reference specific screens as product decisions:

Why I chose a guided questionnaire instead of a free-text chat for first entry.
Why care plans are structured as step-by-step tasks rather than long paragraphs.
Why I separated “urgent help” and “general advice” paths to reduce cognitive load.

Future Directions

From a PM perspective, the next questions for PetsVet would be:

How might different pricing models (per-consultation vs. membership) affect user behavior and retention?
What data is most valuable to clinics, and how can the product summarize it without overwhelming them?
How could we test adoption in a small group of clinics before scaling?

These questions give the concept room to grow into a SaaS-style product for veterinary clinics, while the current case study still stands as a complete, UX-grounded exploration.