Pinnacle Pet Group · Mobile · 2022-2023
Care when a pet needs it.
I led the design of a mobile insurance prototype that had to work for everyday care and moments when owners were worried.
- Role
- Lead Product Designer
- Scope
- Product direction, UX/UI, prototyping
- Tools
- Figma, Miro, Illustrator
The problem
Insurance is harder to use when someone is already stressed.
The product needed to handle ordinary account tasks, but it also had to help when a pet was ill and the owner needed a clear next step.
I worked across company goals, customer experience, research and the delivery teams. We mapped the needs of different owners before deciding what the product should do.
The approach
Test the difficult moments, not only the happy path.
Understand the owner
I worked with customer experience and research to define goals, behaviours and the situations the app needed to support.
Build believable journeys
Flows became wireframes, then prototypes detailed enough for people to react to the service rather than the presentation.
Include emergencies
Testing covered routine care as well as scenarios where an owner needed urgent veterinary help.
Stay close to delivery
I reviewed the work with developers and gave direction on interaction, colour and the overall visual design.
The result
A product direction the team could test before committing to the build.
The high-fidelity prototype joined customer needs, business goals and a consistent mobile interface in one place.
This work set the design direction. It was a prototype rather than the final released product, so the case study stops at the point the concept was ready for further validation and development.
