Anna Sheykhani

UX/UI Case Study

PetNest

A two-sided pet-care platform: a responsive web experience for pet owners and a mobile-first workspace for trusted service providers.

Designed an end-to-end experience that helps pet owners find trusted care quickly while enabling providers to manage bookings efficiently.

Role
UX/UI Designer
Timeline
6 months
Tools
Figma, FigJam
Project type
End-to-end web & mobile design
Team
3 designers

Project Overview

Making pet care easier to navigate

Context

PetNest connects pet owners with verified veterinarians, groomers, sitters, and trainers for at-home and on-site care, supporting both regular and urgent needs.

My role

As lead UX/UI designer, I guided the full lifecycle across the pet-owner web experience and provider mobile app, from research and information architecture to prototyping, testing, and high-fidelity UI.

Team & collaboration

I worked within a three-designer team, aligning research, product structure, interaction patterns, and visual delivery across two connected user experiences.

Main challenge

Resolve low trust, fragmented services, confusing booking flows, and disconnected provider tools without making a broad care ecosystem feel overwhelming.

Outcome summary

One connected service ecosystem: owners can discover and book care through the web, while providers can manage profiles, availability, communication, and appointments through mobile.

Problem

Two user groups, one fragmented care journey

Pet care today is scattered and inconsistent. Owners struggle to find trusted care, and providers struggle to reach and manage clients effectively.

Pet owners

  • Finding verified, trustworthy experts required searching across multiple platforms.

  • Booking regular, urgent, and at-home care was complicated and inconsistent.

  • Pricing, service details, real-time availability, and provider communication were often unclear.

Service providers

  • Experts had limited visibility and difficulty reaching the right clients.

  • Bookings, availability, client communication, and service types lacked one unified system.

  • Credentials, reviews, and trust signals were difficult to present clearly.

Why it mattered

When care is urgent or emotionally important, fragmented tools create stress for owners and operational friction for providers. PetNest needed to make both sides feel informed, visible, and in control.

Goals

One trusted platform, designed for both sides of care

Connect pet owners and professionals through a seamless, flexible experience while giving each audience the tools they need most.

Pet Owner Web

Make trusted care easy to find and book

  • Book verified vets, sitters, trainers, and groomers in one place.
  • Choose at-home or on-site care, including urgent appointments.
  • Filter by location, language, pet type, and urgency.
  • Compare transparent reviews, ratings, pricing, and expert badges.

Provider Mobile

Give experts flexible control over their services

  • Manage availability, service types, and appointment requests.
  • Schedule in batches or by day and optionally auto-accept requests.
  • Build trust through visible credentials, profiles, and reviews.
  • Access relevant pet records to prepare for appointments.

Our goal is simple: create a connected ecosystem where pet owners find trusted care effortlessly and providers can run their services with confidence and ease.

Double Diamond · Discover

Researching both sides of the service

We combined qualitative and quantitative research across Europe to understand how pet owners find care and how providers manage their work.

Our Approach

  1. 01 Discover

    Understand the needs, behaviors, and motivations of both pet owners and service providers.

  2. 02 Define

    Synthesize insights and identify key problems and opportunities.

  3. 03 Ideate

    Explore ideas and solutions that address real user needs.

  4. 04 Design

    Prototype intuitive flows and interfaces tailored to each audience.

  5. 05 Test & Iterate

    Validate with real users and refine continuously for the best experience.

Research

Evidence before interface decisions

We focused on trust, urgent care, booking behavior, provider visibility, and the operational needs behind service delivery.

Survey Interviews Affinity mapping Competitive analysis
50+

Survey responses

Pet owners across France, Germany, and other European markets helped validate early assumptions.

8

User interviews

Zoom interviews with pet owners and veterinary professionals aged 28–45 uncovered goals, frustrations, and expectations.

4

Competitors reviewed

Rover, Pawshake, PetBacker, and Wag were compared across features, trust patterns, filters, and service coverage.

Survey highlights

Trust and fragmentation dominated

Verified professionals are essential75%
Use multiple platforms68%
Struggle with urgent care62%
Want one platform for everything59%

Affinity synthesis

Patterns became product priorities

We grouped recurring needs around trust, emergency access, transparent pricing, flexible scheduling, language, location, and simpler booking.

Market gap

Existing products solved only part of the journey

Competitors offered useful discovery or sitting services, but lacked the breadth, filtering, urgent-care support, and provider tools required for one connected ecosystem.

Define · Pet-owner persona

Meet Liz and Daniel

Research patterns were synthesized into a shared persona representing busy, multi-pet households seeking reliable care without added complexity.

Liz and Daniel with their Golden Retriever, Misha

Busy professionals · Paris, France

Care should fit around life, not make it harder.

We love our pets, but finding trusted, available help, especially in an emergency, feels almost impossible.

Liz, 34, is a marketing manager and Daniel, 36, is a software engineer. They care for Misha, an anxious Golden Retriever, and Luna, a rescued kitten recovering from health issues.

Lifestyle
Demanding schedules, frequent travel, and several care routines to coordinate.
Current behavior
They move between pet-care apps, social recommendations, messages, and digital calendars.
Desired outcome
Peace of mind through one clear, trustworthy way to manage care.

Goals

Manage care with confidence

  • Quick access to trusted professionals
  • Convenient at-home or in-clinic care
  • Reliable emergency support
  • Simple multi-pet management

Needs

Flexible, reassuring support

  • Verified professionals and clear availability
  • Flexible location and scheduling options
  • Urgent vet booking when needed
  • Personalized alerts and reminders

Pain points

Fragmentation creates stress

  • Limited time and disconnected tools
  • Trust and pet-health uncertainty
  • Difficulty finding emergency care
  • Limited access to at-home providers

Define · Service-provider persona

Meet Sam

Provider research revealed a need for one mobile workspace that reduces administration without limiting how professionals deliver care.

Sam, a veterinarian, caring for a dog

Veterinarian · Paris, France

Less time managing logistics. More time providing care.

Managing different clients, schedules, and locations gets overwhelming. I need a simple way to organize my time and build trust with pet owners.

Sam, 40, has more than 10 years of veterinary experience. He balances clinic appointments with regular and urgent at-home visits across Paris.

Working style
Mobile and clinic-based care with changing locations, visit types, and priorities.
Current behavior
He relies on clinic software, calendars, messaging, maps, and mobile devices to coordinate work.
Desired outcome
One reliable system that reduces admin work and keeps him focused on quality care.

Goals

Deliver care efficiently

  • Manage clinic and mobile appointments
  • Build trust with pet owners
  • Keep records and communication organized
  • Spend less time on administration

Needs

Control in one workspace

  • Centralized bookings and client communication
  • Flexible regular and urgent scheduling
  • Clear pet profiles and medical history
  • Visibility and trust-building features

Pain points

Disconnected tools waste time

  • Overlapping clinic and mobile schedules
  • Last-minute changes and incomplete pet details
  • Scattered communication across channels
  • Limited visibility to potential clients

Problems & hypotheses

Two audiences, one connected system

The personas revealed distinct but interdependent challenges. We defined each problem separately, then formed hypotheses for a unified experience.

Pet owners

Defined problem

Finding the right care is fragmented and uncertain.

Owners move between multiple services, lack clear trust signals, and struggle to book urgent or at-home care with transparent information.

Hypothesis

If owners can compare verified professionals, use clear urgency, location, and pet-type filters, and follow a simple booking flow, they will feel more confident and in control.

Expected outcome

A trustworthy, less stressful care experience.

Service providers

Defined problem

Disconnected tools make care delivery harder.

Providers manage bookings and communication across separate channels, with limited visibility and schedules that cannot adapt to different visits.

Hypothesis

If providers have centralized booking and communication, customizable schedules, verified profiles, and client reviews, they can manage work more effectively and build trust.

Expected outcome

Less administration and more time for quality care.

Card sorting

Structuring the experience around users’ mental models

We ran separate card-sorting exercises with pet owners and service providers. Their groupings clarified how each audience expected to find care, organize services, and manage appointments.

50 Participants
48 Cards sorted
2 Audiences

Before

Unsorted cards

Vet Bath Pet Sitting Grooming Dog Training Routine Visit Emergency Nutrition Advice

After

Sorted into themes

Grooming
  • Bath
  • Nail care
  • Ear cleaning
Veterinary Care
  • Routine visit
  • Vaccinations
  • Emergency
Training
  • Dog training
  • Puppy training
  • Behavior support
Sitting & Home Care
  • Pet sitting
  • House visits
  • Dog walking
Health & Wellness
  • Nutrition advice
  • Weight management

Pet owners

Organized by what they need

Care TypeUrgencyLocationPet Type

Owners started with the type of care, then looked for urgent vs. routine options, specific locations, and filters for their pet’s needs.

Service providers

Organized by how they work

ExpertiseAvailabilityLocationVisit Type

Providers grouped services by expertise, then organized by availability, locations, and different types of visits.

Design implication

The navigation needed parallel structures: discovery by care type for owners, and service management by expertise, location, and availability for providers.

Pet owners journey

  1. Choose Care Type
  2. Select Urgency
  3. Pick Location
  4. Filter by Pet Type

Provider journey

  1. Select Expertise
  2. Set Availability
  3. Choose Location
  4. Manage Visit Types

Key Insights

Four principles shaped the experience

Synthesizing research across pet owners and service providers helped us define four guiding principles for a unified experience.

Insight 01

Trust comes before booking

Verified credentials, reviews, pricing, and availability must be visible at the decision point.

Build confidence with transparency

Insight 02

Urgent care needs a faster path

Routine and last-minute needs require distinct journeys with less searching and fewer decisions.

Speed matters in critical moments

Insight 03

One platform reduces stress

Owners prefer centralized discovery and booking instead of moving between separate service apps.

Simplify to reduce mental load

Insight 04

Providers need operational control

Flexible scheduling, visibility, communication, and service management are essential to reliable delivery.

Tools that adapt to real workflows

Together, these principles guide our product decisions.

  • Build trust early
  • Design for urgency
  • Unify the experience
  • Empower provider workflows

How Might We

Turning insights into opportunities

We transformed the research findings into actionable design opportunities that guided every design decision.

01

Help owners choose care confidently

How might we help pet owners identify the right care option with confidence?

Trust & Confidence

02

Reduce time for urgent care

How might we create distinct journeys for urgent needs with less searching and fewer decisions?

Urgency & Efficiency

03

Connect discovery, booking & care

How might we create continuity between expert discovery, booking, and ongoing care?

Continuity & Care

04

Keep the ecosystem clear everywhere

How might we keep a broad service ecosystem clear across web and mobile?

Clarity & Accessibility

Information Architecture

Organizing a growing care ecosystem

We structured the PetNest website to help pet owners easily discover care, book with confidence, and stay connected throughout their pet’s journey.

Mobile application sitemap

A focused home for care discovery and management

The mobile structure brings urgent and routine care forward, while persistent navigation keeps the main tasks within reach.

Clear priorities

The most important tasks are one tap away.

Faster access

Services, booking, and support are easy to reach.

Better experience

A simple structure reduces effort and builds confidence.

Pet-owner task flow

The shortest path from search to booking

The task flow captures the primary outcome at a glance before showing the decisions and alternative paths in the full user flow.

Outcome first

Highlight the primary goal before the details.

Fast & focused

Fewer steps between search and confirmation.

Meaningful actions

Each step moves owners closer to the right care.

  1. StartOpen the website
  2. 01Apply initial filters
  3. 02Browse verified experts
  4. 03Refine results
  5. 04Select an expert
  6. 05Confirm booking
  7. EndLeave the website

Pet-owner user flow

From care discovery to appointment management

The detailed flow supports exploration before sign-in, optional result refinement, account access at the moment of commitment, and post-booking control.

Service-provider user flow

Onboarding experts without limiting flexibility

The mobile flow supports returning and new providers, flexible schedule setup, professional verification, and both automatic and manual booking confirmation.

  1. Start Open the app
  2. 01 Access
    • Tap log in
    • Have an account?
    • Log in or sign up
  3. 02 Define the service
    • Join as expert
    • Add contact info
    • Choose service type
    • Visit type, pet type
    • Select location
  4. 03 Set availability
    • Select available days
    • Set daily schedule
    • Apply same schedule or set separately
  5. 04 Complete verification
    • Enter professional details
    • Upload ID, CV, certificates
    • Add services
    • Confirm location
  6. 05 Manage bookings
    • Choose confirmation mode
    • View dashboard
    • Accept or decline requests
    • Go to the visit
  7. Outcome Manage bookings and visits

Navigation and structure decisions

Card-sorting findings led to one shared filter pattern on the website and a task-focused mobile home. Both structures prioritize care discovery and booking while keeping appointments, profiles, urgent support, and secondary content easy to reach.

Design Exploration

From broad possibilities to focused flows

Early exploration compared entry points, booking patterns, onboarding steps, and dashboard structures before committing to detailed interface design.

Explore

Map the essential screens

We translated the main user flows into quick screen sequences for both audiences.

  • Identify key entry points
  • Outline core screens
  • Capture essential actions

Compare

Test hierarchy early

Alternative layouts helped prioritize search, booking, onboarding, and dashboard actions.

  • Try different structures
  • Evaluate navigation options
  • Choose the clearest path

Refine

Reduce friction before UI

Promising concepts moved forward only when the next action remained clear.

  • Remove unnecessary steps
  • Simplify decision points
  • Focus on what matters

Sketching & wireframing

Turning research findings into tangible journeys

Quick sketches helped us validate structure, hierarchy, and sequence before moving into Figma. The focus was clarity and iteration rather than visual detail.

Validate early

Explore ideas and structures quickly.

Focus on clarity

Keep the user path simple and obvious.

Iterate with intent

Refine what works, remove what does not.

Hand-drawn PetNest wireframes showing homepage, service results, provider details, scheduling, sign-up, and booking confirmation concepts

UI Design

A warm system designed to earn trust

The interface combines approachable visual language with structured information, helping PetNest feel supportive without losing clarity or credibility.

Mood board

Bringing the design to real life

The visual direction started with nature-inspired neutrals: calm beige, soft grey, and warm brown. Early tests felt clean but too quiet. Adding golden orange shifted the feeling immediately; users described the interface as alive, friendly, and comforting.

Calm base Warm accent Natural trust
PetNest mood board with pets, natural textures, warm browns, soft beige, and golden orange accents

Color palette

Warm, natural, and trustworthy

Golden orange adds friendliness and energy, while dark brown, soft cream, stone, and tan keep the interface calm and credible.

#DC9100Accent
#FFFBF7Base
#55331EText
#E8E1D9Soft fill
#F5EEE6Surface
#C4A88DBorder

Typography

Nunito type scale for clarity and warmth

H1Nunito 48px - 52pxExtra Bold, 700-800
H2Nunito 36pxBold, 600-700
H3Nunito 28pxSemi-Bold, 600
H4Nunito 22pxMedium, 500-600
Body largeNunito 18pxRegular, 400-500
Body baseNunito 16pxRegular, 400-500
Primary CTANunito 18pxBold, 600-700
Secondary CTANunito 16pxSemi-Bold, 600-700
NavigationNunito 16px - 18pxMedium, 500
FooterNunito 14px - 16pxRegular, 400

Mobile adjustment: reduce heading sizes by 4-6px for smaller screens.

Icon set

Friendly line icons for care tasks

PetNest icon set with veterinary, grooming, booking, profile, home, messaging, pet, and care service icons

The set uses rounded strokes and simple pet-care metaphors so service categories, booking states, and account actions stay easy to scan.

Accessibility

Contrast checks shaped usage rules

Dark text on cream and stone combinations met AA/AAA goals; orange was reserved for buttons, icons, and highlights.

≈ 14.5 : 1 AA + AAA
≈ 11–12 : 1 AA + AAA
≈ 4.5 : 1 Large text only

Prototype

Connecting discovery, booking, and care

The prototype was split by audience: a responsive web flow for pet owners and a mobile app flow for service providers.

Web prototype · Pet owners

From care discovery to confident booking

The web prototype focuses on helping owners compare services, evaluate trusted experts, choose a pet profile, and complete a booking without losing context.

  1. 01Discover service
  2. 02Filter experts
  3. 03Select pet profile
  4. 04Book appointment

Key interactions: clear filters, visible trust signals, saved pet profiles, progress feedback, and confirmation states.

Mobile app prototype · Service providers

From onboarding to booking management

The provider app prototype supports professional setup, flexible availability, verification, appointment requests, and daily care management.

  1. 01Set services
  2. 02Add availability
  3. 03Verify profile
  4. 04Manage bookings

Key interactions: guided onboarding, schedule controls, verification feedback, request review, and dashboard status changes.

Usability Testing

Testing the moments where confidence matters

The first homepage test focused on whether pet owners could quickly understand what PetNest offers, where to start, and how to move toward trusted care.

Pet owner web · Homepage

Making the starting point obvious

The homepage evolved from a broad marketing page into a task-oriented entry point with clearer search, stronger hierarchy, and more scannable service information.

Version 1 Before
PetNest web homepage version 1 with hero CTA, service icons, care locations, process, benefits, expert CTA, reviews, and footer
Finding

The homepage introduced the brand, but the first action was not clear. Service options, location choices, and booking intent were separated across the page.

Version 2 Test change
PetNest web homepage version 2 with added search bar, expanded service cards, insurance section, and footer
Iteration

A search bar was added below the hero and service cards gained descriptions, making the care categories easier to compare.

Version 3 Final
PetNest final web homepage with clearer hero copy, hero search, refined service cards, simplified spacing, reviews, insurance, and footer
Result

The final version places search in the hero, sharpens the value proposition, improves spacing, and turns the homepage into a clearer path from need to booking.

01

Entry point

Search moved from absent, to secondary, to a prominent hero-level action so owners can begin immediately.

02

Service clarity

Service cards became more descriptive, with clearer labels and supporting copy for pet sitting, grooming, vet visits, and urgent care.

03

Page hierarchy

The final homepage uses more whitespace, simplified sections, and stronger visual grouping to reduce scanning effort.

Pet owner web · Vet visit filtering

Reducing effort in expert discovery

The vet visit filtering flow moved from a long setup page into a faster browsing experience where owners can adjust key criteria without losing sight of available experts.

Version 1 Before
PetNest vet visit filtering version 1 with separate location, pet care, pet type, sidebar filters, and veterinarian results
Finding

The flow asked users to make several selections before reaching the results, creating extra scrolling and making the veterinarian list feel secondary.

Version 2 Test change
PetNest vet visit filtering version 2 with top filter bar, filter more panel, and expanded veterinarian results
Iteration

Primary criteria moved into a top filter bar, while language and price were grouped into a secondary filter panel next to the results.

Version 3 Final
PetNest final vet visit filtering page with simplified top filters, filter button, larger expert cards, saved favorites, and pagination
Result

The final version prioritizes the expert cards, keeps filtering available but less heavy, and makes comparison easier with larger imagery and clearer booking actions.

01

Less setup

Filtering changed from a multi-section setup task into a compact control area above the results.

02

Stronger comparison

Expert cards became larger and easier to scan, with ratings, location, languages, price, and booking actions grouped consistently.

03

Flexible refinement

The final page keeps filters accessible through a dedicated control without letting the filter panel dominate the browsing experience.

Pet owner web · Vet profile and booking

Clarifying expert trust and appointment choices

The vet info page evolved from a dense profile-and-form layout into a clearer booking decision page where trust signals, availability, add-on care, and reviews are easier to understand.

Version 1 Before
PetNest vet information version 1 with veterinarian profile, detailed appointment form, species cards, services, reviews, and footer
Finding

The appointment panel carried too many decisions at once, mixing location, pet type, visit type, calendar, language, time slots, services, and payment actions.

Version 2 Test change
PetNest vet information version 2 with simplified profile hero, available time slot card, payment details, species size row, experience, and reviews
Iteration

The page separated profile trust content from booking decisions, reduced the appointment panel to time slot and payment details, and made reviews more focused.

Version 3 Final
PetNest final vet profile and booking page with clear profile information, available at-home times, add more pet cares, species details, experience, and reviews
Result

The final version makes the booking choice more explicit: users select a time, add optional care services, then choose whether to checkout or keep booking.

01

Decision focus

The booking panel shifted from a full form into a focused appointment module with fewer simultaneous choices.

02

Trust hierarchy

The profile hero, rating, approval signal, experience, species treated, and reviews became easier to scan before booking.

03

Care flexibility

Add-on services moved into a clearer checklist so owners can understand the total visit and add more care without restarting.

Mobile app · Homepage

Turning the app home into a focused launch point

The app homepage moved from a broad content feed into a clearer mobile entry point for finding pet-care services, nearby experts, bookings, learning content, and account actions.

Version 1 Before
PetNest app homepage version 1 with large pet hero image, search, join as expert and owner cards, pet care carousel, learn and care cards, and bottom navigation
Finding

The homepage mixed onboarding, browsing, and content. The join cards competed with search, while the main pet-care action was pushed lower on the screen.

Version 2 Iteration
PetNest app homepage version 2 with brand header, value proposition, search, service categories, grouped expert cards, and bottom navigation
Change

The entry point became more service-led: search moved up, core services were visible, and expert cards appeared by category.

Version 3 Iteration
PetNest app homepage version 3 with search hero, cat and dog buttons, service cards, learn and care cards, and simplified bottom navigation
Change

The page reduced repeated provider sections and introduced pet-type shortcuts, making the top of the page simpler and faster to scan.

Version 4 Final
PetNest final app homepage with hero search, pet care services, nearby emergency vets, learn and care content, insurance providers, offers, and bottom navigation
Result

The final version balances immediate search, service discovery, nearby experts, education, insurance, and offers without making one long repeated list.

01

Clearer entry

Search stayed near the top and became the main launch action instead of competing with onboarding choices.

02

Better grouping

Services, nearby experts, educational content, insurance, and offers became separate sections with clearer intent.

03

Mobile rhythm

The final layout supports horizontal browsing and bottom navigation while reducing repeated cards and excessive scrolling.

Final Solution

One connected home for everyday pet care

The final direction brings expert discovery, pet profiles, appointments, and supporting services into a consistent experience designed for both desktop and mobile contexts.

Pet Owner Web Experience

From discovery to confirmed care

PetNest final homepage with hero search, service cards, care locations, how it works, benefits, reviews, insurance, and footer

Homepage

Introduces PetNest, surfaces key services, and turns search into the primary starting point.

PetNest final vet visit filtering page with top filters, expert cards, ratings, prices, and booking actions

Vet Visit Filtering

Helps owners compare experts quickly while keeping filters available at the top of the page.

PetNest final veterinarian profile with expert details, time slots, payment summary, species, experience, and reviews

Vet Info

Combines trust signals, availability, care details, and reviews before the user continues booking.

PetNest final add pet details page with booking summary and pet profile form

Add New Pet

Collects reusable pet details once, reducing repeated input for future appointments.

PetNest final my pet appointment page with account navigation, pet selector, and appointment details

My Pet Appointment

Gives owners a clear account view for scheduled care, pet context, and appointment details.

PetNest final confirmation and payment page with payment timing choices, appointment details, provider summary, and total price

Confirmation and Pay

Closes the flow with payment choices, appointment review, provider details, and transparent cost.

Service Provider App Experience

From setup to appointment management

PetNest final mobile app home screen with search, pet care services, nearby emergency vets, and bottom navigation

App Home

Gives mobile users a fast starting point for services, search, nearby vets, and bookings.

PetNest final profile screen with join as pet owner or join as an expert options

Profile Entry

Separates owner and expert paths so users can choose the right role before setup.

PetNest final availability setup screen with selectable days, time slot controls, and next step button

Availability

Lets providers define available days and time slots in a focused mobile flow.

PetNest final provider booking dashboard with today's appointments and manual request management

Bookings

Surfaces appointment requests and makes manual accept-or-decline management visible.

PetNest final appointment detail screen with appointment information and approve or decline actions

Approval Detail

Shows visit context and gives providers clear approve or decline actions.

PetNest final appointment detail screen with reschedule and cancel appointment actions

Manage Visit

Supports follow-up changes with reschedule and cancel actions in the same detail view.

PetNest final patient information screen with pet details and edit information action

Patient Info

Keeps pet details close to the appointment so providers can review the case quickly.

PetNest final medical history screen with upload new report controls

Medical Report

Allows providers to review or upload supporting records from the appointment flow.

Impact

What the redesign made clearer

The project did not include live product metrics, so the impact is framed around the design improvements created through research, iteration, and final screen decisions.

For pet ownersThe web flow became easier to follow: users can start from search, compare experts, review trust signals, add pet details, and confirm payment in one connected path.
For service providersThe mobile flow gives experts a clearer way to join, set availability, manage booking requests, review appointment details, and access patient information.
For the productThe final system connects discovery, booking, profiles, appointments, and records with one visual language that can scale to more pet-care services.

Reflection

Designing complexity around real-life care

What I learned

Trust is not a separate feature. It must be designed into language, hierarchy, expert information, and every moment where users make a care decision.

What I would improve

I would broaden validation across different pet-owner profiles and compare how routine versus urgent scenarios change user priorities.

Next steps

Confirm usability findings with real participants, measure task success, refine service comparison, and validate the handoff with development.