[Case 02]
Designing a Seamless
Pet Care Experience
Pet Services
Project Description
Project Description
PawPaw is a mobile application designed in Tunisia that connects pet owners with trusted, verified pet sitters. Unlike other countries, Tunisia has no dedicated digital solution for pet care, leaving owners with unreliable or informal options. PawPaw addresses this gap by making trust, usability, and emotional reassurance central to the experience. My role was to design the end-to-end app experience from research and user flows to high-fidelity prototypes.
PawPaw is a mobile application designed in Tunisia that connects pet owners with trusted, verified pet sitters. Unlike other countries, Tunisia has no dedicated digital solution for pet care, leaving owners with unreliable or informal options. PawPaw addresses this gap by making trust, usability, and emotional reassurance central to the experience. My role was to design the end-to-end app experience from research and user flows to high-fidelity prototypes.
Timeline
Timeline
From early explorations to final designs, the project unfolded over two months while balancing multiple parallel projects.
Completed the project from explorations to final designs in 6 weeks.
Background
Background
In Tunisia, pet owners often face stress when leaving their pets for travel or busy schedules. With no local digital platforms, they rely on friends, kennels, or informal sitters, which are often unreliable, expensive, or inconvenient.
In Tunisia, pet owners often face stress when leaving their pets for travel or busy schedules. With no local digital platforms, they rely on friends, kennels, or informal sitters, which are often unreliable, expensive, or inconvenient.
Key challengers
Key challengers
For owners: ensuring trust, transparency, and convenience in booking care.
For sitters: finding clients, building credibility, and receiving secure payments.
For owners: ensuring trust, transparency, and convenience in booking care.
For sitters: finding clients, building credibility, and receiving secure payments.
[Persona 1 ]
[Persona 1 ]
Name: Salma
Age: 31
Location: La Marsa, Tunisia
Occupation: HR Officer
Gender: Female
Goal
Find nearby, trusted pet sitters who understand her pet’s needs.
Ensure her dog is safe, happy, and receives the right care.
Get real-time updates and reassurance when she’s away.
Have a simple way to communicate with the sitter.
Find nearby, trusted pet sitters who understand her pet’s needs.
Ensure her dog is safe, happy, and receives the right care.
Get real-time updates and reassurance when she’s away.
Have a simple way to communicate with the sitter.
Frustrations
Anxiety and stress about leaving her pet with strangers.
Difficulty finding someone reliable and affordable.
Fear that something bad could happen while she’s away.
Limited budget for traditional pet care services.
Frustrations
Anxiety and stress about leaving her pet with strangers.
Difficulty finding someone reliable and affordable.
Fear that something bad could happen while she’s away.
Limited budget for traditional pet care services.
[Persona 2 ]
[Persona 2 ]
Name: Karim
Age: 24
Location: Sokra, Tunisia
Occupation: Veterinary Student
Gender: Male
Goal
Earn extra income through part-time work.
Do something meaningful while pursuing his love for animals.
Build credibility and visibility as a trustworthy sitter.
Easily connect with pet owners through a user-friendly platform.
Earn extra income through part-time work.
Do something meaningful while pursuing his love for animals.
Build credibility and visibility as a trustworthy sitter.
Easily connect with pet owners through a user-friendly platform.
Frustrations
Hard to find pet sitting opportunities without personal contacts.
Lack of credibility compared to established professionals.
No secure system for payments or protection.
Few tools to showcase skills or experience to owners.
Hard to find pet sitting opportunities without personal contacts.
Lack of credibility compared to established professionals.
No secure system for payments or protection.
Few tools to showcase skills or experience to owners.
[User Research]
[User Research]
[Process]
[Process]
01.
User Research
Conducted market analysis and competitive audit of pet care platforms, interviewed pet owners and sitters to uncover pain points, workflows, and user goals.
01.
User Research
Conducted market analysis and competitive audit of pet care platforms, interviewed pet owners and sitters to uncover pain points, workflows, and user goals.
02.
Define & Ideate
Synthesized insights to define key personas (Pet Owners seeking trust and transparency, Pet Sitters seeking visibility and bookings) and brainstormed solutions like map-based search, verified profiles, real-time tracking, and instant communication.
02.
Define & Ideate
Synthesized insights to define key personas (Pet Owners seeking trust and transparency, Pet Sitters seeking visibility and bookings) and brainstormed solutions like map-based search, verified profiles, real-time tracking, and instant communication.
03.
Design Solution
Created wireframes, user flows, and interactive prototypes focusing on clear onboarding, seamless booking, map interactions, and in-app communication for both pet owners and sitters.
03.
Design Solution
Created wireframes, user flows, and interactive prototypes focusing on clear onboarding, seamless booking, map interactions, and in-app communication for both pet owners and sitters.
04.
Test & Iterate
Conducted usability tests, gathered feedback from target users, and refined flows, interactions, and interfaces to improve clarity, efficiency, and trust.
04.
Test & Iterate
Conducted usability tests, gathered feedback from target users, and refined flows, interactions, and interfaces to improve clarity, efficiency, and trust.
[Solution]
[Solution]
The final design creates a seamless, trustworthy ecosystem connecting Pet Owners and Pet Sitters.
The final design creates a seamless, trustworthy ecosystem connecting Pet Owners and Pet Sitters.
Pet Owner Experience
Pet Owner Experience
Effortless pet registration and profile management, dynamic search by date, time, or location, interactive map to discover nearby sitters, detailed verified profiles, and real-time tracking with instant chat or video call options for peace of mind.
Effortless pet registration and profile management, dynamic search by date, time, or location, interactive map to discover nearby sitters, detailed verified profiles, and real-time tracking with instant chat or video call options for peace of mind.
Pet Sitter Experience
Pet Sitter Experience
Centralized dashboard to view nearby service requests, complete with pet details and schedules, streamlined booking management, and quick communication tools to respond efficiently.
Centralized dashboard to view nearby service requests, complete with pet details and schedules, streamlined booking management, and quick communication tools to respond efficiently.
Unified Design System
Unified Design System
Consistent visual language, scalable UI components, and intuitive interactions ensure a cohesive, professional, and user-friendly experience across the platform.
Consistent visual language, scalable UI components, and intuitive interactions ensure a cohesive, professional, and user-friendly experience across the platform.
[Wireframes Samples]
[Wireframes Samples]
[Mockup]
[Usability Test]
[Usability Test]
[Outcome]
[Outcome]
Validated prototype tested with users, confirming trust-focused flows.
Validated prototype tested with users, confirming trust-focused flows.
Streamlined navigation improved sitter discovery and booking efficiency.
Defined roadmap for extended features: lost & found, online vet consulting, and adoption.
[Key Learnings]
[Key Learnings]
Deep User Research
Uncovering hidden pain points to guide design.
Intuitive Navigation
Building trust through thoughtful interactions.
Intuitive Navigation
Building trust through thoughtful interactions.
Iterative Testing
Refining flows for clarity and efficiency.
[Mockup]
[Key Learnings]
Deep User Research
Uncovering hidden pain points to guide design.
Intuitive Navigation
Building trust through thoughtful interactions.
Iterative Testing
Refining flows for clarity and efficiency.