CHEWY CONNECT WITH A VET CX
Mapping the future of Chewy’s digital vet care experience
OVERVIEW
Following the MVP launch of Chewy’s Connect With a Vet platform, we developed a strategic roadmap to drive adoption and scale future releases.Our north star was clear: put flight attendants in control by designing tools that support the rhythm of their work, not disrupt it, enabling them to lead each flight with greater ease, confidence, and care.
We set out with a goal to create a strategic product vision for the 2022 roadmap by unpacking our largest UX boulders: premium consults and subscriptions.
IMPACT
DETAILS
We spent a week on-site at Chewy’s Florida headquarters, where I facilitated a series of design thinking workshops and collaborative exercises to align stakeholders around shared goals. From those sessions, we documented core customer journeys anchored in business priorities, which were then pressure-tested against other areas of the experience to ensure cross-functional coherence and scalability.
Core outputs included:
Stakeholder interviews
Workshop facilitation + synthesis
Journey maps + personas
Iterative concepts
Roadmap + sprint plan
In less than 2 months of collaborative discovery and iterative explorations, we generated 3 feature/service concepts to test with customers and a refined product roadmap for 2022 to shape the next release for Connect With A Vet.
ROLE
Role: Design Director, Facilitator, working alongside Chewy’s C-Suite team, key stakeholders of Chewy’s Pet Health business, 2 product managers and an additional designer
Services: Workshop facilitation, stakeholder interviews, service blueprinting, design + product roadmap.
Design Workshop Sketches
Through a series of post-it ideating, synthesizing, and white boarding, we quickly brought the ideas into quick wireframes to orient our conceptual designs at a later time.
Conceptual Journey Maps
Product Flows & Concepts to Test
Once we aligned with stakeholders on the core customer journeys for each concept, we outlined the current and future state of the product flow. This helped us to identify key moments in the journey to detail out through wireframes, which were than used for visual stimuli during customer interviews for feedback.
