Pawfections

Ecommerce Webpage

Featured Project

PAWFECTIONs:
Ecommerce webpage

Ironhack Week 2 is dedicated to a project of improving the website of an e-commerce business.

Thinking about practical application of the skills learned in week 2 and common interests of our group, we decided to explore the pet grooming businesses. We found that there is quite a number of them in South Florida but not many of them are dominating the internet space.

We reached out to 10 of them, that have a potential for growth and that our recommendations could really be helpful to.

The family-owned salon and mobile pet service “Pawfections” owner has been the most responsive and interested in what we offered. We carried the zoom interview and agreed on terms of cooperation and what input will be required for the process to be effective and efficient.

During the classroom session we learned the “Jobs to be done” framework. We establish them here to be as follows:

book an appointment
groom our pet
feel confident about professionalism and friendliness
feel the difference before and after service provided
getting grooming products
find information about the business
get the best value and be assured that customers are getting it
get human interaction throughout the process

The responses to the survey were very sparse, and we decided to include the business reviews from Google Maps(200+) and Yelp(80+).

Based on the information collected, we built the empathy map.

Our average customer is mid-aged named Andrea who enjoys bringing her dog Pancho everywhere from grocery shopping, to local dog parks.

She is frustrated about ordering services after hours, and cannot get confirmation until business opens next day. May not be able to take an appointment confirmation call. If she cannot confirm appointment, she looks for a different service provider.

Andrea’s journey takes place with her looking into into her schedule and seeing a free space in her agenda on Tuesday afternoon. She is searching in google for a service to take care of her fluffy pet. Reading the user reviews, she chooses Pawfections: Salon and pet mobile services. She enters the website, it looks and feels nice. Looking for services and prices, tries to book an appointment, fills in the required information. Does not receive confirmation, tries to communicate by calling in during service hours
and confirms the appointment.

We have observed that the website appointment feature is not meeting the clients expectations for prompt service which is causing frustration and loss to the business.

We believe by adding specific locations and time slots for our clients during booking process will achieve more confirmed appointments. We will know we are correct when clients are able to receive a confirmation without a call back & we observe an increase in scheduled online appointments.

Our team has come up with ideas for Lo-Fi in the form of crazy 8’s and we dot-voted on them.

Based on the surveys and reviews collected and brainstorming the solutions, we saw the biggest issue in a booking process of the business. We focused on redoing the booking page, in order to make it efficient and comprehensive for the booking process.

See the Hi-Fi Figma prototype by following the link.