/ Product Overview

How can we improve website efficiency for clients to have a positive veterinary healthcare experience?

Tasked with Evergreen Animal Hospital, our mission was to deliver a modern, efficient digital tool that elevated client care while optimizing hospital operational workflows.

With a tight timeline and limited resources, I led a design team collaborated closely with software engineers to align on technical constraints early. Finally, a user-centered website that improved usability by 80%, simplified appointment scheduling, and empowered clients with accessible online forms and pet care resources. This redesign also advanced Evergreen’s mission of delivering exceptional veterinary care.
Timeline

3 Months

Tools

Figma
Adobe PhotoShop
Adobe Illustrator
Optimal Workshop

Team

Lige Yang (UI/UX Designer/UX Researcher)
Cynthia Xin （UI/UX Designer）
Lily Yang (Visual/UX Designer)
Kunal Mehta (UX Researcher)
Vaishali Vashisht (Visual/UX Designer)

COMPANY BACKGROUND💎

Evergreen Avian and Exotic Animal Hospital

A renowned exotic pet clinic with a stellar rating and recipient of the "Best of Kirkland" award in 2019 and 2020, has always championed empathetic, client-focused care.

Hospital Team

challenge💎

A Workflow Under Pressure

However, with a growing influx of new clients, they faced a pressing challenge: an overstretched staff and rising client dissatisfaction due to inefficient appointment coordination.

During a stakeholder meeting, the hospital owner emphasized the current staffing shortage, explaining their ongoing struggle to recruit additional team members. Despite these challenges, they expressed a strong desire to optimize workloads and enhance the client experience, ensuring every pet owner feels supported and valued.

User Reaserch💎

Uncovering the Problem

To understand the cause, I dove into Google Analytics and conducted interviews with the reception team. The data revealed that many questions from the calls that should have been easily answered on the website—details about services, appointment forms, and general pet care information.

User Reaserch💎

Why?

Upon investigation, I found two key blockers:
‍
Complex Processes
‍Evergreen’s processes were intricate and hard for new clients to navigate, with little guidance available on the current website.
‍
‍Outdated Website
‍The existing site lacked clear navigation and organization, making it challenging for clients to find relevant information.

‍DEFINE the problem❓

How might we design a user-centered website to help clients quickly find the information they need?

‍My DESIGN PROCESS

User Research

Problem Define

Design

Usability Test

Deliver

Usability Test
Interview
Competitive Market Research

Persona
User journey map

User testing
Iteration

Actionable Hi-fi prototyping
UI system

Ideate
Prioritize
Wireframing
Hi-fi prototyping
UI system design

Business GOALS🧑🧑

What result do we achieve?

Prioritizing outgoing calls, and reducing incoming call duration by 15%;
Increasing website returning visitor rate by 10%, and reducing time on task spent of each customer by 15%

Reorganization💎

Design website navigation through customers' eyes

Before designing the website, I worked with team to restructured the website’s information architecture. I used insights from 14 card-sorting sessions, ensuring the navigation made sense from the clients’ perspective.

Reorganization💎

Speak the client's language: make information easy to find

The previous website’s confusing terminology left users frustrated and impatient. During user testing, I focused on gathering how power users naturally described terms and their expectations.

After discussing with stakeholders, we adopted language that balanced professionalism with approachability. For example, we replaced “listed animals” with the more intuitive “Find your pet.” In the 2nd user testing, this adjustment reduced search times by nearly 40% and repeat searches by 70%.

Building Trust Through Transparency💎

The appointment process and services at the clinic are particularly complex for new clients, often leaving them feeling overwhelmed.
In this section, I’ll outline how we designed a seamless onboarding experience and provided clear, transparent information to help clients build trust and confidence even before stepping into the clinic.‍

Design decision💎

Offer guidance before clients ask

Given the complexity of the appointment process and the numerous questions users raised, I designed a step-by-step guide with direct links to walk clients through the entire process. It reduced the phone calls.

After incorporating feedback from the 2nd round of user testing, we refined the design to ensure clarity, helping clients know what to expect during their visit while reducing uncertainty and saving time.

Design decision ⚒📐

Scenario-Based Forms Over Pet-Type Categories

Instead of grouping forms by pet type, we categorized them by scenarios, such as "First Visit" or "Follow-Up Care." This approach aligned with client needs and minimized confusion, making it easier to find the right information quickly.

Design✏️🗒

Wireframing

Here are some wireframes

‍action Prototype 💬

Hi-Fi website

Based on what I got from the usability test, I improve the web application to final high-fidelity design.

‍Deliver 💬

Action prototype

Delivered a hi-fi prototype to the Engineer for website development

solution

Native app for management
and optimization communication
between parents and their toddler nanny

Parents Onboarding

After the parent has logged in through one of his social media profiles the app forwards him to chat with a bot that will take the information about the toddler.

Nanny’s Onboarding

All the information that was received during the parent's onboarding will be displayed to the nanny.

Home Instruction

To decrease unnecessary engagement with explanations to the nanny the app will allow adding AR notes around the house.

Home Instruction

So that the nanny can easily find what she needs.

Nanny’s Interaction

On the nanny's home page she will see all the messages left for her and enter the information about the toddler's agenda.

Parents Interaction

On the parents home page they can see all the info collected during the day in a quick and easy scan.

Deliver🎨

Website visual identity:
Inclusive, welcoming, professional

Lessons learned 🧠

If so what did I learn?

1. Checked the technique & resource restriction with development team as project went and discuss the baseline solution. In this project, I planed and designed an appointment schedule system, but the technique could not support it, so I changed immediately to appointment request system.
2. Interviewed stakeholders and took notes on their knowledge about the workflows. Complex process needs to dive further.