The document discusses developing an app to help dog owners find trusted pet sitters. It outlines user research that found finding pet sitters is stressful for owners who want reliable sitters who understand their dog's routine. The document defines personas for dog owners and pet sitters, mapping their needs and frustrations. It also maps a customer journey for dog owners from awareness to advocacy and identifies opportunities to build trust and provide reassurance through features like reviews, checklists and photo updates during sittings. User testing found sorting by preferences, viewing sitter profiles/reviews and using a checklist reduced stress for owners.

1. COMPANION
Life is better with dogs
COMPANION
APP UX DESIGN
Find the best pet sitters
in your suburb

2. Problem Statement
Finding a pet sitter for my dog
is ALWAYS a stressful task.
I need an easy way to find one
who I can trust.

3. Research
35
Survey
responses
10
One-on-one
interviews
Pet Sitter
38%Have been a pet sitter before
Dog Owner
65%Approach a family member fi rst to
fi nd a pet sitter
65%
84%
Positive - very
positive experience
75%
Positive - very
positive experience

4. Why
Dog Owner
• Enhances lifestyle
• Convenience
• Pet lovers on call
• Freedom & flexibility
Pet Sitter
• Easy side income
• Make $500 per month
• Work doing
something you love

5. Persona: Dog Owner
Adament Ash
Lawyer, father, time-poor
Looking for:
• Trustworthy & reliable
• Understands his dog’s routine
• Long term relationship
Frustrations:
• Takes too long to find a sitter
• It’s too complication to organise

6. Persona: Pet Sitter
Keen Kelly
Writer, loves to travel
Looking for:
• Companionship
• Flexible side income
• Making new friends
Frustrations:
• Not so tech savvy
• Doesn’t like admin tasks
• Too much information
overwhelms her

7. Persona: Customer Journey - Dog Owner
AWARENESS
I need a pet & house
sitter
CONSIDERATION
Find the right pet
sitter for my needs
PLANNING
Checklist, booking
& arrangements
EXPERIENCE
Meet the pet sitter,
leave the dog, reunite
ADVOCACY
Share feedback,
post memories
THINKING
I really need a pet sitter
Family & friends are not
available
This is so stressful
How much am I willing to
spend?
How close do I want the pet
sitter to come from?
How will this enhance my
lifestyle?
Can I trust the pet sitter?
Are they experienced in pet
caring?
What do I need to remind
them?
What time are we meeting
up?
What do I need to lock up?
When will they give me
updates on my dog?
I miss my dog so much
I hope my dog is safe & well
I’m so happy to see he is
taken care of
Such a relief to know he’s in
good hands
Great experience
I want to do this again
This gives me so much
flexiblity
Rate & review pet sitter
Post on Memories
FEELING
Worried
Apprehensive
Wary
Sad I have to leave the dog
Overwhelmed by choice
Reluctant
Anxious & nervous
Upset to leave the dog
Missing the dog
Stressed Comforted
Extremely relieved
Very excited to see dog
Happy
Satisfied
Thrilled
Successful
Confident
OPPORTUNITY
Build trust & transparency
Offer options to suit dog
owner
Open dialogue (meet up,
chat)
Social proof (ratings)
Storytelling (bios)
Checklist for reassurance
Badges (police check)
Review booking (terms &
conditions, 100% guarantee,
pet insurance included)
Receive updates through
photo & video in the chat
Share in Memories news
feed
Offer discounts, rewards,
freebies
Online & offline community

10. User Testing
1 Explore tab >
Sort by
“I’d use sort by to find the
exact pet sitterI want.”

11. User Testing
2 Explore tab >
Pet sitter profi le
“I trust the pet
sitterbecause of
theirreviews.”

12. User Testing
3 Dog Profi le >
Checklist
“The checklist reduces
stress & room forerror.”

14. WHAT’S NEXT?