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Audit Type

Platforms Audited

Platforms Audited

Heuristic Evaluation + JTBD

Platforms Audited

Platforms Audited

Platforms Audited

Desktop + Mobile

Focus Areas

Focus Areas

Focus Areas

Billing, Scheduling, Check-in/out, Medication Logging

Outcome

Focus Areas

Focus Areas

Informed product roadmap and new feature development

Time to Pet’s Facility module—built for pet boarding and daycare businesses—had accumulated usability issues that impacted staff workflows, client communication, and payment processing. As the feature set expanded, so did friction. Customers struggled with inconsistent patterns, missing functionality, and unclear interfaces.


The goal was to uncover these issues through a formal UX audit and heuristic evaluation, prioritize findings, and provide a roadmap for improving usability and product effectiveness.

Deliver a comprehensive UX audit to:


  • Identify critical usability issues


  • Align design recommendations with customer Jobs to Be Done (JTBD) Framework


  • Guide short- and long-term usability improvements


  • Support customer retention by reducing friction in daily operations

Role

UX Designer, UX Auditor, Strategic Advisor

Timeline

Q4 2024

Approach

Methodologies Used

  • Nielsen’s 10 Usability Heuristics


  • Jobs to Be Done (JTBD) Framework


  • Feature request analysis (600+ entries)


  • CX team feedback synthesis


  • Internal walkthroughs (desktop + mobile)

Tools

  • FigJam (workflow mapping, issue tagging)


  • Excel (issue tracking, prioritization)


  • Loom (stakeholder walkthroughs)

Key Findings

High-Severity UX Issues

  • No clear way to check out a pet from the Home page or directly from the appointment block


  • Users must "learn" button placement due to lack of visual framework, increasing cognitive load


  • No prompt to email invoice or collect payment after a stay—leading to overdue invoices


  • Clients can request services with unpaid balances and receive no in-app notifications


  • Ambiguous icons—lacking consistent meaning or hierarchy


  • Check-in/out workflows buried or unclear from Scheduler and Front Desk Mode

1/2

Thematic Insights from Research

From Feature Requests and CX Interviews:

From Feature Requests and CX Interviews:

From Feature Requests and CX Interviews:

  • Need for transparent, reliable billing


  • Desire for clear daily dashboards during check-in/out rush


  • Requirements for food and medication logging (legally mandated)


  • Demand for add-on services to be easily offered during booking


  • Interest in automated messaging, capacity controls, and simplified communication

Jobs to Be Done (JTBD) Themes:

From Feature Requests and CX Interviews:

From Feature Requests and CX Interviews:

  • "When I check pets in and out, I want a streamlined process so I can save time and reduce errors."


  • "When I bill clients, I want a transparent system so I can collect payments on time."


  • "When I schedule services, I want to assign them efficiently to avoid overbooking."

Design Recommendations

Short-Term Fixes

  • Add a "Complete Stay" prompt to email invoice and take payment


  • Enable checkout from appointment block on Home page


  • Display key info on hover (pet type, notes, status)


  • Show alerts for capacity conflicts


  • Associate add-ons during booking and prompt user to offer them


  • Centralize and surface client tasks across pages

Long- Term Fixes

  • Create a consistent visual design framework for Facility workflows


  • Redesign icons for clarity and meaning


  • Enable automated invoice reminders and block new appointments if unpaid


  • Improve access to feeding/medication logs and streamline logging UX


  • Clarify check-in/out entry points across Scheduler and Front Desk views

Outcomes & Impact

  • Identified and prioritized 25+ UX issues across Facility workflows


  • Delivered a fully annotated audit report aligned to JTBD themes and heuristics


  • Influenced the development roadmap, including upcoming feeding/medication logging features


  • Established a framework for ongoing usability scoring and roadmap alignment

Reflections & What's Next

This audit highlighted the value of deep UX analysis—especially in fast-evolving, operations-heavy platforms. By combining heuristics, user feedback, and jobs to be done, I built a clear case for targeted UX improvements.


Next, I plan to:


  • Collaborate on a UX scorecard to evaluate future design iterations


  • Partner with CX to measure support ticket reductions tied to design changes


  • Expand the audit model to other modules to drive consistent improvements

View Next Case Study

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