The objective of this project is to collaborate closely with the PetSmart UX team, gaining comprehensive insights into their processes and methodologies. By working in tandem, the aim is to successfully navigate and complete the essential steps for developing a digital experience specifically tailored for Doggie Day Camp's Easy Passes.
The project's focus is on creating a user-friendly, intuitive digital solution that enhances the overall customer experience, streamlines the Easy Pass process, and aligns seamlessly with PetSmart's commitment to providing exceptional pet care services. Through effective collaboration and thoughtful design, the project seeks to contribute to the continuous improvement of the Doggie Day Camp experience for both PetSmart and its valued customers.
Competitive Analysis, Experience Options, Experience Recommendation, User Flows, Wireframes, Prototyping, User Testing
I started the discovery phase of my process by conducting competitor analyses to better understand who the competitors were for punch card style rewards, along with what they did well and what they did poorly. I also went through the other packages PetSmart offers in order to understand how to orient the Easy Pass.
Using my findings from the discover phase, I moved on to the define phase, where I created user flows to map out all of the steps a user will go through. Including purchasing and redeeming Easy Passes from the website, app, and promotional emails.
After presenting everything to the stakeholders, I moved on to the development phase where I first created low-fidelity wireframes in Adobe XD. Following the designs approval I then moved on to creating the low-fidelity prototype for user testing.
User testing included the development of test plans, pilot testing, and full testing with 10+ testers. The main findings from user testing indicate a strong desire for straightforward pricing details and a readily accessible Easy Pass section on the account page.
As part of the project, I presented my research findings and designs to stakeholders within the company and fellow interns during our final internship presentations. Additionally, I conducted file clean-up to facilitate a seamless handoff process.
This project has been instrumental in fostering my collaboration skills within a corporate environment. Working closely with stakeholders and a dedicated UX team, I not only gained proficiency in conducting user testing, test plan development, and unmoderated testing but also developed a keen awareness of the nuances of corporate dynamics. This experience has not only enriched my understanding of stakeholder engagement but has also equipped me with the ability to seamlessly integrate user-centered design practices into the corporate context.