Designing Credibility for Dog Massage Therapy
Distressed pet owners watch their athletic, injured, or aging dogs struggle after competition. Referred by a vet or a friend, they land on my client's website — a certified dog massage therapist — searching for reasons to trust her.
My goal was to earn trust from two different audiences: clinically-minded vets and worried pet owners, all while working around legally restricted content.
My role: Freelance UX/UI Designer
Tools: Figma, Illustrator, Photoshop, Premiere Pro, WordPress
Date: May 2024 - August 2024
Home page
About page
Contact page
Appointment page
Overview
Problem: Laws, Vets, Anxious Owners
State veterinary and massage therapy laws prohibit practitioners from making direct claims about treatment outcomes. That leaves websites full of clinical language that reads more like a legal disclaimer than a healing service.
My challenge: While being credible to vets, make complex copy easy to understand to anxious pet owners.
Solutions
1) For anxious pet owners: emphasize photos and procedural videos while using playful graphics.
2) For all: Enhance credibility by highlighting credentials.
3) For vets: Create a clinical-like atmosphere with a specific color palette.
1. Gather Context
Client Consultation + Market Research
First, I gathered key details on the client’s background, goals, and legal requirements. It’s vital to understand the service in-depth before designing. I also examined competitor websites to modernize and ensure a seamless booking experience.
2. Early Design
Interactive Drafts
I concentrated on the booking flow and layout, using visual content to introduce new users to technical terms such as “trigger points”.
Client Feedback
Compliance with vet and massage therapy laws and aligning with the client's vision are crucial for the design. I involved the client at each milestone on Figma, ensuring clear communication and seamless collaboration.
Prototype
I focus on 3 main goals to ensure a clear flow from one page to another.
1) Inform what trigger points are 2) Establish credibility 3) Book an appointment.
3. User Testing
We need to address any legal, credibility, and procedural concerns from potential clients. After testing the site on users, their common concerns include:
Needing clearer explanations of the service
Improving visual appeal
Detailing appointment information
Including credentials and stories to build trust and relatability
4. Finalize Design
Integrate Client & User Feedback
I propose solutions with the user testing feedback, then have the client provide input on the copywriting and design.
Branding & Design System
I appeal to vets with clinical colors while retaining the playful, graphic style of the logo. If the client expands their business, they will need to refer to a design system to remain consistent with their brand identity.
4. WordPress Development
I challenged myself to develop 7 web pages using Divi and custom CSS. As a result, I learned CSS/HTML, themes, plugins, and site optimization.
Conclusion
Relationships are Crucial
I’m having a blast working closely with my client. I not only show the final designs, but also open the space for feedback throughout the entire process. This saves time, money, and facilitates smooth collaboration.
Quote from my client:
“Valerie is an eloquent and gifted communicator in day to day matters. She asks exceptionally well-planned and creative questions and listens to my responses with intention and curiosity, thus allowing her to employ her gift of assimilating foreign information and presenting it in an engaging and compelling manner for users. When I work with Valerie, we are a dream team.”