GoPuppy is a comprehensive pet care service provider, offering a range of services including boarding, grooming, veterinary care, and a pet supply store. Founded by Surya Kala Reddy, the brand aims to become a one-stop solution for pet owners, ensuring the health, safety, and well-being of pets through a seamless, digital-first experience.
Problem Solved
GoPuppy faced several operational challenges, including a lack of brand identity, underutilization of its unique selling points (USPs), and a limited digital presence. The project sought to revamp GoPuppy’s brand, establish consistent operational procedures, and create a digital platform to enhance customer convenience and engagement.
Process
Conducted secondary and primary research, analyzing the market, interviewing stakeholders, and taking surveys to better understand business challenges.
Developed hypotheses, insights, and how might we statements, which guided the ideation process for solutions.
Revamped GoPuppy's brand identity by updating the narrative to emphasize convenience and trust.
Final Output
Created a mobile app for service bookings, payments, and personalized recommendations, improving customer convenience.
Some screens of high fidelity wireframes of the app
Figma link to view all screens - https://www.figma.com/proto/sAzKCFZtyAtvpoCcaquesT/finalappwireframes?node-id=4-435&t=pMN5krd4hR4llFNs-1
User Testing
Designed a comprehensive employee manual to standardize operations, provided in both English and Telugu.
Developed a social media strategy with a content calendar focused on pet care tips and customer stories to boost engagement.
Sheet link to view the calendar map for entire month - https://docs.google.com/spreadsheets/d/1mPbD9g1ErPap19Ot7FI22KN5XoEM-NiawMx1bJA6qX8/edit?usp=sharing
Impact Created
Increased Customer Retention: The app will improve convenience for customers, potentially leading to a 15% increase in repeat business within three months.
Operational Efficiency: The employee manual will standardize service delivery, potentially reducing customer complaints by 30%.
Digital Engagement: Social media engagement is expected to improve by 25%, driving traffic to the app and increasing service bookings by 20%.
Brand Awareness: A stronger digital presence will enhance brand recognition, potentially resulting in a 40% increase in new customer acquisition over six months.
