Improving account usability & engagement at PetSmart

Client

PetSmart

Role

UX/UI designer

Timeline

3 months

Overview

PetSmart is a leading pet specialty retailer with over 1,600 stores across North America, offering pet food, toys, grooming, training, boarding, and adoption services. Their digital ecosystem supports millions of pet parents with online shopping, account management, and personalized pet care tools.

This project focused on redesigning the online account experience to improve usability, streamline pet service management, and support adoption of the new Loyalty 2.0 program.

Problem

To create a more streamlined account experience for pet parents while supporting adoption and engagement with the Loyalty Program. Key challenges included:

Inconsistent labeling across app and web, creating a disjointed experience.
Lack of clarity on loyalty points, order tracking, and profile completion.
Poor account management functionalities, leading to frustration among users.

Goals

Create a scalable foundation for account growth, allowing new sections and information without requiring major redesigns.
Modernize the UI with mobile-first principles and Sparky design system components.
Assess and improve account organization to ensure pet parents can easily find specific information.
Integrate the new Loyalty 2.0 program into the account experience.
Improve ease of use in updating and managing account information through intuitive user flows.

Research & discovery

Phase 1

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Internal Analysis

Audited the existing "Legacy" account experience on web and app.
Identified inconsistencies in UI, navigation, and terminology.

Audited the existing "Legacy" account experience on web and app.

Identified inconsistencies in UI, navigation, and terminology.

About the company

Learn more about the company and the team behind it.

Dashboard

Beautiful analytics to grow smarter

Powerful, self-serve product and growth analytics to help you convert, engage, and retain more users.

10k

Global downloads

600%

Return on investment

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New feature

Introducing team inboxes

Powerful, self-serve product and growth analytics to help you convert, engage, and retain more users. Trusted by over 4,000 startups.

Filter, export, and drilldown on the data quickly

Save, schedule, and automate reports to your inbox

Connect the tools you already use with 100+ integrations

Features

Manage your team with reports

Measure what matters with Untitled’s easy-to-use reports. You can filter, export, and drilldown on the data in a couple clicks.

Filter, export, and drilldown on the data quickly

Save, schedule, and automate reports to your inbox

Connect the tools you already use with 100+ integrations

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Share team inboxes

Whether you have a team of 2 or 200, our shared team inboxes keep everyone on the same page and in the loop.

Deliver instant answers

An all-in-one customer service platform that helps you balance everything your customers need to be happy.

Manage your team

Measure what matters with Untitled’s easy-to-use reports. You can filter, export, and drilldown on the data in a couple clicks.

Connect with customers

Solve a problem or close a sale in real-time with chat. If no one is available, customers are seamlessly routed to email without confusion.

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12%

Metric description

87%

Metric description

$5000

Metric description

87%

Metric description

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