People are traveling more frequently, and with that comes the need to leave their pets in the care of someone they trust. Traditional options like dog boarding facilities are often impersonal and expensive. On top of that, finding reliable sitters isn’t always easy or safe.
PetNanny was created to meet that need: offering a friendly, transparent, and easy-to-use service that connects trustworthy sitters with responsible pet owners.
· DURATION: 3 MONTHS | ROLE: UX DESIGNER
· METHODOLOGY: DESIGN THINKING
· TOOLS: FIGMA, MIRO, EXCEL
The goal of PetNanny is to design a digital solution that quickly and safely connects pet owners with trusted caregivers. Using the Design Thinking methodology, the project was developed from user research through various usability testing phases, wireframe creation, and finally, interactive prototypes.
The approach focused on empathy, usability, and building trust between pet owners and sitters. As a result, an intuitive app was created with verified profiles, visible reviews, and direct communication between both parties. User tests confirmed a smooth and user-friendly experience for those interested in using the app. This process laid the foundation for a product that truly meets the real needs of pet-loving travelers.
In the first phase, EMPATHIZE, we conducted in-depth interviews with dog owners who travel frequently, as well as surveys with a broader sample, to better understand users’ real needs.
🧠 INSIGHTS & KEY FINDINGS
· TRUST IS ESSENTIAL: Pet owners are not willing to leave their furry friends with someone who lacks clear references or experience.
· REGULAR UPDATES: Many users want to receive daily photos and messages about how their dog is doing.
· GEOGRAPHICAL PROXIMITY: They prefer sitters who are located nearby to make drop-off and pick-up easier.
· NOT ALL DOGS ARE THE SAME: There is a specific need for sitters experienced with dogs that have special requirements.
ARIADNA’S USER STORY
“I’m a huge fan of both travel and dogs — I couldn’t imagine my life without either. There are some places I can’t take Cookie with me, so I need reliable, well-reviewed people to take care of her when I’m away.”
ARIADNA’S PAIN POINTS
· Having to choose between owning a dog and travel.
· Not having any family member available to look after Cookie.
· Being unable to afford the cost of a dog boarding facility.
OSCAR’S USER STORY
“I absolutely love dogs — especially my own, Fox, but honestly, all of them. Fox enjoys being around other dogs, and I’m also looking for ways to spend more time outdoors.”
OSCAR’S PAIN POINTS
· His job can be overwhelming; he spends too many hours working on the computer.
· He needs to spend more time in nature.
· He needs extra income to help cover his rent.
In the next phase, DEFINE, we synthesized key insights to formulate a Problem Statement — a clear definition of the core problem — and then a POV (Point of View) Statement, which outlines the solution approach we aim to deliver through the project.
After getting to know, analyze, and empathize with users’ stories and pain points, the problem definition is:
💭 Dog owners who travel need a safe, reliable, and simple way to find suitable caregivers for their pets. Currently, they face a lack of transparency, low service personalization, and difficulty trusting strangers—causing anxiety and limiting their freedom.
How can PetNanny solve this problem?
💡 PetNanny provides a safe and intuitive platform where dog owners can find verified, experienced, and nearby pet sitters. Through detailed profiles, user reviews, and direct messaging, the app builds trust and makes communication easy.
BRAINSTORMING
First, a brainstorming exercise was conducted to collect possible features for the app, such as a list of sitters with ratings, detailed sitter profiles, verified reviews, and direct messaging between users and sitters.
CRAZY EIGHTS
After the brainstorming session, we used the Crazy Eights method to quickly sketch out early ideas for screens and features. Following a review, features marked with (*) were selected for inclusion in the first low-fidelity prototype (wireframe) to test with users during initial user testing, while others marked with (?) were set aside for future iterations.
👇🏼 IMPROVEMENTS FOR THE NEXT ITERATION
· CLARITY IN THE INTERFACE AND VISUAL INDICATORS (COLORS, ICONS)
· IMPROVE INTERACTION AND FEEDBACK
· ENHANCE FLUENCY (REDUCE FRICTION)
This high-fidelity prototype represents a significant evolution compared to the low-fidelity wireframes. Colors, typography, iconography, and visual elements have been incorporated to make the experience more intuitive and appealing for the user.
✅ POSITIVE ASPECTS OF THE APP
· GUIDED AND STRUCTURED FLOW
· CONSISTENT AND FRIENDLY AESTHETIC
· DETAILED SITTER INFORMATION
❗️ FRICTION POINTS AND IMPROVEMENTS
· TOO MANY STEPS BEFORE SEEING THE CAREGIVERS
· LACK OF HIERARCHY IN THE CAREGIVER LIST
· LIMITED INTERACTIVE FEEDBACK
💡 IMPROVEMENTS FOR FUTURE ITERATIONS
· OPTIMIZE THE INITIAL FLOW (GROUP STEPS)
· IMPROVE PROGRESS VISIBILITY (STEP BAR)
· VISUAL DIFFERENTIATION BETWEEN NANNIES (BADGES, TAGS, ETC.)
· INCORPORATE IMMEDIATE FEEDBACK MESSAGES DURING THE FLOW