Pet assistance | Donations

SAM'S HOPE


Pet assistance | Donations

SAM'S HOPE


Pet assistance | Donations

SAM'S HOPE


Pet assistance | Donations

SAM'S HOPE

OUTCOME

OUTCOME

OUTCOME

  • Improved user engagement: Boosted click-through rates by 14% and reduced bounce rates by 6% through targeted design enhancements based on comprehensive user research.

  • Enhanced navigation and satisfaction: Reduced misdirected customer interactions by 39% and improved overall user satisfaction by redesigning website navigation and structure.

  • Increased traffic: Achieved a 20% rise in traffic to previously overlooked website sections through effective usability testing and page revisions.

View Prototype

View Prototype

View Prototype

View Prototype

View Prototype

MY ROLE

MY ROLE

MY ROLE

Conducted user research: Identified key pain points through stakeholder and user interviews.

Analyzed and improved UX: Enhanced information architecture and user flows based on research findings.

Performed usability testing: Drafted usability test plans and scripts, validated design changes, and measured their impact on user engagement.

Conducted user research: Identified key pain points through stakeholder and user interviews.

Analyzed and improved UX: Enhanced information architecture and user flows based on research findings.

Performed usability testing: Drafted usability test plans and scripts, validated design changes, and measured their impact on user engagement.

User Researcher

User Researcher

User Researcher

Tools

Tools

Tools

Miro

Figma

Adobe Creative Suite

Zoom Meetings

Miro

Figma

Adobe Creative Suite

Zoom Meetings

Miro

Figma

Adobe Creative Suite

Zoom Meetings

Miro

Figma

Adobe Creative Suite

Zoom Meetings

Web Designer

Created Hi-Fi wireframes and Prototype based on user insights, keeping the brand identity intact.

Created Hi-Fi wireframes and Prototype based on user insights, keeping the brand identity intact.

Created Hi-Fi wireframes and Prototype based on user insights, keeping the brand identity intact.

Team

Team

Team

Yash
Bishal
Gauri

THE CHALLENGE

THE CHALLENGE

THE CHALLENGE

Users faced challenges with determining service provider legitimacy, navigating
a confusing application process, and understanding poorly presented information,
making it difficult for them to find help and use the platform effectively.

Users faced challenges with determining service provider legitimacy, navigating
a confusing application process, and understanding poorly presented information,
making it difficult for them to find help and use the platform effectively.

Users faced challenges with determining service provider legitimacy, navigating
a confusing application process, and understanding poorly presented information,
making it difficult for them to find help and use the platform effectively.

NEW LOOK

NEW LOOK

REVAMPED WEBSITE

REVAMPED WEBSITE

INVESTHER - FINANCIAL EMPOWERMENT APP

Streamlined and intuitive application procedure directly on our website.

Enhanced site and social connection through better UX writing

Content sorted

and simplified.

“Our pet owners who can't afford to take care of their pets because they have limited income (for various reasons). Our solution should allow users to financially support the user and their pet rather than giving up their pet.”

THE DISCOVERY

THE DISCOVERY

THE DISCOVERY

UNDERSTANDING THE PROBLEM

UNDERSTANDING THE PROBLEM

UNDERSTANDING THE PROBLEM

UNDERSTANDING THE PROBLEM

QUANTITATIVE RESEARCH

THE DISCOVERY

TREE TESTING

I conducted tree testing on Sam's Hope's existing website with 17 participants, assigning tasks to evaluate

task success rates and completion times. The research revealed significant challenges, particularly in the

pet assistance application process, which had a 64% failure rate.

I conducted tree testing on Sam's Hope's existing website with 17 participants, assigning tasks to evaluate task success rates and completion times. The research revealed significant challenges, particularly in the pet assistance application process, which had a 64% failure rate.

PRIMARY RESEARCH

17

Participants

42%

Avg. success rate

64%

Users failed while applying for pet assistance

Full Report >

Users expressed that they rely on others for financial decisions due to their lack of knowledge, which results in low self-confidence.

Users expressed that they rely on others for financial decisions due to their lack of knowledge, which results in low self-confidence.

Users expressed that they rely on others for financial decisions due to their lack of knowledge, which results in low self-confidence.

Users expressed that they rely on others for financial decisions due to their lack of knowledge, which results in low self-confidence.

QUALITATIVE RESEARCH

QUALITATIVE RESEARCH

THE DISCOVERY

USER INTERVIEWS

We interviewed Philadelphia-based pet owners aged 20-55 and developed two user personas. The first

persona represents individuals seeking assistance from Sam’s Hope, while the second captures those

interested in supporting the organization. These personas guided us in tailoring our solutions to meet

the distinct needs of both groups.

USER JOURNEY MAP

Creating an intuitive user flow ensures a seamless and enjoyable journey through the application. I mapped

out users' steps as they engaged with the app, from selecting advisors to booking sessions and accessing

tailored content. By designing a clear and efficient path, I enhanced the user experience, allowing users to

achieve their financial goals easily. Through this process, I aimed to foster a supportive and empowering

user environment, leading to greater satisfaction and success for the mentees.

Creating an intuitive user flow ensures a seamless and enjoyable journey through the application. I mapped out users' steps as they engaged with the app, from selecting advisors to booking sessions and accessing tailored content. By designing a clear and efficient path, I enhanced the user experience, allowing users to achieve their financial goals easily. Through this process, I aimed to foster a supportive and empowering user environment, leading to greater satisfaction and success for the mentees.

PAIN POINTS

Clunky application process

3

Confusion since users often asked
“Where am I supposed to go to get help?”

2

Legitimacy issues of service providers

1

Information is present, but it is hard to distinguish

4

SCOPE

SCOPE

This project simplified and organized website content, improving navigation and clarity. We enhanced UX

writing for the site and social media, and digitized the application process, streamlining operations and

ensuring a more user-friendly, accessible experience for applicants.

This project simplified and organized website content, improving navigation and clarity. We enhanced UX writing for the site and social media and digitized the application process, streamlining operations and ensuring a more user-friendly, accessible experience for applicants.

1

Content Streamlining

Simplify the application process by organizing content, improving navigation, and providing clear information about pet assistance, ensuring users easily access services and resources on the website.

2

Process Digitization

Transform manual workflows into seamless digital processes on the website, improving efficiency, reducing errors, and offering users a streamlined and accessible experience.

3

Content Streamlining

Simplify the application process by organizing content, improving navigation, and providing clear information about pet assistance, ensuring users easily access services and resources on the website.

LET'S IDEATE

LET'S IDEATE

THE DISCOVERY

DESIGN SPRINT

Brainstorming-get those gears turning!


1. Persona and Journey Map Review

- Understand who we’re designing for.

  1. Goal Setting
    -What do we hope to achieve?
    -What does failure look like?
    -Where do we see ourselves at the end

    of this?

  2. User Workflow
    -How does the user navigate the site

    now?
    -Where can we focus to improve?

Solution Sketching- Let’s Ideate!

  1. Crazy 8s
    8 ideas, 8 minutes
    Quantity over Quantity
    Converge and vote

SIMPLIFYING

THE DISCOVERY

NAVIGATION/SITEMAP

After simplifying the navigation through card sorting, I implemented hierarchical navigation by organizing

content into clearly defined categories. I formatted existing content into new, well-structured pages,

enhancing user flow and accessibility.

Section Page

New Page

Content

CONTENT AUDITING

By conducting a content audit, I evaluated the website's existing materials for accuracy and relevance.

This process helped remove outdated information, ensuring the content was streamlined, clear, and

aligned with user needs.

Full Report >

CONTENT STRATEGY

Concise for clarity

The content is fragmented and not optimized for user needs, with each section isolated, making navigation difficult. By consolidating

similar information and creating a more cohesive structure, we can deliver a concise and streamlined experience that improves usability

and overall engagement.

Numbers to gain trust

Quick Donate Button

Recent Success Stories

Clear Direction for people who want to

Offer Help or Seek Help

DESIGN

LOW-FI WIREFRAMES

LOW-FI WIREFRAMES

THE DISCOVERY

Quick Donate Button

Relatable Pictures

Programs & Details

Home Page

Programs Page

About Page

Accomplishments

Application Form

STYLE GUIDE

STYLE GUIDE

THE DISCOVERY

HI-FIDELITY

HI-FIDELITY

HI-FIDELITY

HI-FIDELITY

UPDATED NAVIGATION TESTING

UPDATED NAVIGATION TESTING

UPDATED NAVIGATION TESTING

UPDATED NAVIGATION TESTING

TAKEAWAYS

TAKEAWAYS

TAKEAWAYS

TAKEAWAYS

Learned to leverage alternative secondary research methods through stakeholder engagement,

a valuable approach for future projects.

Gained insight into design sprint structure and management strategies to enhance project

efficiency moving forward.

NEXT STEPS

NEXT STEPS

NEXT STEPS

NEXT STEPS

The plan involves presenting findings to Sam’s Hope and enhancing usability testing with a

validated user pool to ensure an improved user experience.

The plan involves presenting findings to Sam’s Hope and enhancing usability testing

with a validated user pool to ensure an improved user experience.

Implementing a chatbot to enhance communication and streamline user interactions.

UP NEXT

UP NEXT