PetsApp · Chat

PetsApp launched with a chat feature in late 2019. Between 2020–2022, I led design on refining and improving the chat experience.

Start a chat

Pet owners could easily start a chat from the home screen. The clinic wouldn't be notified about the chat until the first message is sent by the pet owner.

In-chat experience

Pet owners could send messages, videos and images. Eventually, we wanted to support typing indicators and show appointment bookings inline.

Payments

Clinic teams could send a payment request to the pet owner. This could be requested at any time, for any reason. Once paid, it would be shown as paid inline.

Chat closed / review chat

Once a chat was closed, pet owners were asked to rate their experience. We also wanted to build in a request for a reason. In the case of a 4-5 star rating, we would also request they leave review. Both the reason and review would be displayed on the marketplace (petsapp.com/find-a-vet).