Mars Veterinary Health
Mars Veterinary Health
Mars Veterinary Health
Mars Veterinary Health
When I first learned about Mars, I was immediately drawn to it. The idea of supporting animal care—even through something like creating a seamless user experience for vets—felt deeply meaningful and aligned with my values. I joined as a UI/UX Designer, working across multiple domains including Finance, Insurance, and Pharmacy, among others.
When I first learned about Mars, I was immediately drawn to it. The idea of supporting animal care—even through something like creating a seamless user experience for vets—felt deeply meaningful and aligned with my values. I joined as a UI/UX Designer, working across multiple domains including Finance, Insurance, and Pharmacy, among others.
When I first learned about Mars, I was immediately drawn to it. The idea of supporting animal care—even through something like creating a seamless user experience for vets—felt deeply meaningful and aligned with my values. I joined as a UI/UX Designer, working across multiple domains including Finance, Insurance, and Pharmacy, among others.
When I first learned about Mars, I was immediately drawn to it. The idea of supporting animal care—even through something like creating a seamless user experience for vets—felt deeply meaningful and aligned with my values. I joined as a UI/UX Designer, working across multiple domains including Finance, Insurance, and Pharmacy, among others.
Role
Role
UI/UX Designer: UX Research, Workflow Optimization, Personas, Wireframing, Prototyping
UI/UX Designer: UX Research, Workflow Optimization, Personas, Wireframing, Prototyping
Team
Team
UX Researchers, UI Designers, Product Managers, Stakeholders, and Engineers
UX Researchers, UI Designers, Product Managers, Stakeholders, and Engineers
Timeline
Timeline
Dec 2023 - Jul 2025
Dec 2023 - Jul 2025
ABOUT THE COMPANY
ABOUT THE COMPANY
When I joined MVH, the product had been fast-tracked into production to meet urgent business demands, resulting in notable design and technical debt. This presented both a challenge and an opportunity to improve the user experience and elevate the overall design quality.
When I joined MVH, the product had been fast-tracked into production to meet urgent business demands, resulting in notable design and technical debt. This presented both a challenge and an opportunity to improve the user experience and elevate the overall design quality.
When I joined MVH, the product had been fast-tracked into production to meet urgent business demands, resulting in notable design and technical debt. This presented both a challenge and an opportunity to improve the user experience and elevate the overall design quality.
When I joined MVH, the product had been fast-tracked into production to meet urgent business demands, resulting in notable design and technical debt. This presented both a challenge and an opportunity to improve the user experience and elevate the overall design quality.
The Challenge
The Challenge
During my time at Mars, I encountered several challenges—the chief among them was designing effective solutions for both new and existing features requested by partner hospitals. These features often addressed complex workflows, with the expectation to make them intuitive and efficient by reducing the number of clicks and cognitive load for end users.
The design system also presented its own set of challenges. Due to rapid product deadlines, inconsistencies had crept into the interface. To resolve this, I collaborated closely with the design and dev team to audit existing components, iterate on improvements, and standardize UI elements. We also ensured the system was well-documented, scalable, and aligned across teams.
During my time at Mars, I encountered several challenges—the chief among them was designing effective solutions for both new and existing features requested by partner hospitals. These features often addressed complex workflows, with the expectation to make them intuitive and efficient by reducing the number of clicks and cognitive load for end users.
The design system also presented its own set of challenges. Due to rapid product deadlines, inconsistencies had crept into the interface. To resolve this, I collaborated closely with the design and dev team to audit existing components, iterate on improvements, and standardize UI elements. We also ensured the system was well-documented, scalable, and aligned across teams.
Responsibilities
Responsibilities
Ensured WCAG AA compliance across the product.
Revised and maintained the design system for consistency and scalability.
Documented design components with detailed specifications for developers, designers, stakeholders, etc.
Identified pain points and enhanced the user experience through feedback-driven improvements.
Developed workflows to optimize and expand an existing system.
Ensured a consistent user interface across products through the design system.
Designed and iterated on low-fidelity concepts, progressing to high-fidelity designs and prototypes.
Ensured WCAG AA compliance across the product.
Revised and maintained the design system for consistency and scalability.
Documented design components with detailed specifications for developers, designers, stakeholders, etc.
Identified pain points and enhanced the user experience through feedback-driven improvements.
Developed workflows to optimize and expand an existing system.
Ensured a consistent user interface across products through the design system.
Designed and iterated on low-fidelity concepts, progressing to high-fidelity designs and prototypes.
The Project
The Project
The project I chose to highlight for this case study is the “Manage Wallet” feature. It was chosen because it clearly reflects the company’s broader challenges of ensuring the interface follows the design system and improving existing workflows for better usability. Aside from reducing the number clicks, this project also focused on enhancing clarity within each interaction. User feedback revealed confusion around certain workflows, which often prevented Customer Service Representatives (CSRs) from completing tasks efficiently—adding unnecessary stress in an already fast-paced environment.
The project I chose to highlight for this case study is the “Manage Wallet” feature. It was chosen because it clearly reflects the company’s broader challenges of ensuring the interface follows the design system and improving existing workflows for better usability. Aside from reducing the number clicks, this project also focused on enhancing clarity within each interaction. User feedback revealed confusion around certain workflows, which often prevented Customer Service Representatives (CSRs) from completing tasks efficiently—adding unnecessary stress in an already fast-paced environment.
RESEARCH & DISCOVERY
RESEARCH & DISCOVERY
To kick off the project, the Finance team—consisting of a product owner, product manager, and myself—held discussions with several veterinary hospitals to better understand their current pain points. Through these conversations, we uncovered multiple use cases, with the primary frustration being confusion around identifying which credit or debit card was set as the default and the inability to remove a defaulted card. This limitation posed a significant issue, as it often disrupted daily workflows and prevented staff from completing essential job duties—particularly problematic in a fast-paced environment like a veterinary hospital, where efficiency is critical.
To kick off the project, the Finance team—consisting of a product owner, product manager, and myself—held discussions with several veterinary hospitals to better understand their current pain points. Through these conversations, we uncovered multiple use cases, with the primary frustration being confusion around identifying which credit or debit card was set as the default and the inability to remove a defaulted card. This limitation posed a significant issue, as it often disrupted daily workflows and prevented staff from completing essential job duties—particularly problematic in a fast-paced environment like a veterinary hospital, where efficiency is critical.
To kick off the project, the Finance team—consisting of a product owner, product manager, and myself—held discussions with several veterinary hospitals to better understand their current pain points. Through these conversations, we uncovered multiple use cases, with the primary frustration being confusion around identifying which credit or debit card was set as the default and the inability to remove a defaulted card. This limitation posed a significant issue, as it often disrupted daily workflows and prevented staff from completing essential job duties—particularly problematic in a fast-paced environment like a veterinary hospital, where efficiency is critical.
To kick off the project, the Finance team—consisting of a product owner, product manager, and myself—held discussions with several veterinary hospitals to better understand their current pain points. Through these conversations, we uncovered multiple use cases, with the primary frustration being confusion around identifying which credit or debit card was set as the default and the inability to remove a defaulted card. This limitation posed a significant issue, as it often disrupted daily workflows and prevented staff from completing essential job duties—particularly problematic in a fast-paced environment like a veterinary hospital, where efficiency is critical.
Reviewing and Analyzing Workflows
Reviewing and Analyzing Workflows
After reviewing our existing workflow to identify underlying issues in more detail. I also analyzed competitor workflows to evaluate the intuitiveness of their processes and to gain insight into best practices—highlighting both what should be incorporated into our feature and what areas we could enhance further.
After reviewing our existing workflow to identify underlying issues in more detail. I also analyzed competitor workflows to evaluate the intuitiveness of their processes and to gain insight into best practices—highlighting both what should be incorporated into our feature and what areas we could enhance further.
Making Observations
Making Observations
During my discussions with the Finance team, we collaboratively brainstormed while reviewing our workflows. We examined best practices from each competitor's workflow and cross-referenced them with our own use cases to identify opportunities for improvement in the Manage Wallet feature. These conversations helped highlight the strengths and weaknesses of each competitor.
During my discussions with the Finance team, we collaboratively brainstormed while reviewing our workflows. We examined best practices from each competitor's workflow and cross-referenced them with our own use cases to identify opportunities for improvement in the Manage Wallet feature. These conversations helped highlight the strengths and weaknesses of each competitor.
DEFINE
DEFINE
Defining Personas
Defining Personas
Due to previous user research, there were established user persona for the veterinary hospitals we worked with:
Due to previous user research, there were established user persona for the veterinary hospitals we worked with:
Junior Customer Service Representative (CSR)
Senior Customer Service Representative (CSR)
Veterinary Technician (Vet Tech)
Doctor of Veterinary Medicine (DVM)
After discussing with the team which users this feature would impact, we determined that both CSR personas would be the primary users of this feature.
Junior Customer Service Representative (CSR)
Senior Customer Service Representative (CSR)
Veterinary Technician (Vet Tech)
Doctor of Veterinary Medicine (DVM)
After discussing with the team which users this feature would impact, we determined that both CSR personas would be the primary users of this feature.
Prioritizing Use Cases
Prioritizing Use Cases
After defining our user personas, the team and I conducted a use case prioritization workshop to help scope our MVP. This allowed us to determine which use cases would deliver the most value to our users. We categorized the priorities into existing functionality, must-have features, and nice-to-have features that could be deferred beyond the first iteration.
Based off the workshop, we determined to proceed with updating existing features, such as:
After defining our user personas, the team and I conducted a use case prioritization workshop to help scope our MVP. This allowed us to determine which use cases would deliver the most value to our users. We categorized the priorities into existing functionality, must-have features, and nice-to-have features that could be deferred beyond the first iteration.
Based off the workshop, we determined to proceed with updating existing features, such as:
Remove defaulted cards
Enhance the card removal process
Streamline the workflow for adding credit/debit cards
Improve the process for setting a card as the default
Clearly indicate which card is set as default
Notify users that a card expired
In addition to these priorities, it was also decided to iterate on the existing design, as the current Manage Wallet feature is outdated and does not align with our branding as it was created prior to the creation of the style guide.
Remove defaulted cards
Enhance the card removal process
Streamline the workflow for adding credit/debit cards
Improve the process for setting a card as the default
Clearly indicate which card is set as default
Notify users that a card expired
In addition to these priorities, it was also decided to iterate on the existing design, as the current Manage Wallet feature is outdated and does not align with our branding as it was created prior to the creation of the style guide.
IDEATION
IDEATION
Updating the Workflows
Updating the Workflows
With prioritized use cases defined, I revisited the existing workflow and updated it accordingly. I also cross-referenced the competitive analysis and competitors’ workflows, incorporating their best practices into the updated flow.
With prioritized use cases defined, I revisited the existing workflow and updated it accordingly. I also cross-referenced the competitive analysis and competitors’ workflows, incorporating their best practices into the updated flow.
Impacted Screens
Impacted Screens
Before starting any design solutions, I recognized that this feature would impact multiple domains. To address this, the team and I identified all entry points to the feature and collaborated with the impacted domain teams to understand how their users currently interacted with it, as well as how the proposed enhancements might affect their workflows.
Before starting any design solutions, I recognized that this feature would impact multiple domains. To address this, the team and I identified all entry points to the feature and collaborated with the impacted domain teams to understand how their users currently interacted with it, as well as how the proposed enhancements might affect their workflows.
Low-Fidelity Solutions
Low-Fidelity Solutions
After discussing with the impacted teams, I proceeded with creating low-fidelity solutions, skipping the wireframing stage. This approach allowed me to focus on the layout and hierarchy of existing elements, instead of sketching wireframes for an already implemented structure. With ongoing feedback, these concepts evolved and were refined, helping us solidify the direction before moving into high-fidelity design.
After discussing with the impacted teams, I proceeded with creating low-fidelity solutions, skipping the wireframing stage. This approach allowed me to focus on the layout and hierarchy of existing elements, instead of sketching wireframes for an already implemented structure. With ongoing feedback, these concepts evolved and were refined, helping us solidify the direction before moving into high-fidelity design.
DESIGNS
DESIGNS
A uniform design system not only maintains brand consistency but also helps users recognize patterns that allow them to complete tasks more efficiently. Consistency in interface and design paradigms is especially important in a fast-paced environment of veterinary hospitals. To ensure a robust and reliable library, our design team collaborated closely—discussing and evaluating every design decision, from refining existing features to introducing new functionality.
A uniform design system not only maintains brand consistency but also helps users recognize patterns that allow them to complete tasks more efficiently. Consistency in interface and design paradigms is especially important in a fast-paced environment of veterinary hospitals. To ensure a robust and reliable library, our design team collaborated closely—discussing and evaluating every design decision, from refining existing features to introducing new functionality.
A uniform design system not only maintains brand consistency but also helps users recognize patterns that allow them to complete tasks more efficiently. Consistency in interface and design paradigms is especially important in a fast-paced environment of veterinary hospitals. To ensure a robust and reliable library, our design team collaborated closely—discussing and evaluating every design decision, from refining existing features to introducing new functionality.
A uniform design system not only maintains brand consistency but also helps users recognize patterns that allow them to complete tasks more efficiently. Consistency in interface and design paradigms is especially important in a fast-paced environment of veterinary hospitals. To ensure a robust and reliable library, our design team collaborated closely—discussing and evaluating every design decision, from refining existing features to introducing new functionality.
AA Compliant
AA Compliant
Following accessibility guidelines is crucial to creating inclusive and effective products for all end users. With this in mind, the team and I prioritized achieving WCAG AA compliance for our SaaS product tailored to veterinary hospitals. This ensures usability for a diverse range of staff—including those with visual, cognitive, or motor impairments—while enhancing the overall user experience.
Following accessibility guidelines is crucial to creating inclusive and effective products for all end users. With this in mind, the team and I prioritized achieving WCAG AA compliance for our SaaS product tailored to veterinary hospitals. This ensures usability for a diverse range of staff—including those with visual, cognitive, or motor impairments—while enhancing the overall user experience.
Tone of Voice
Tone of Voice
Tone of voice is often overlooked in a design system, but for our team, it played a crucial role. It guided the terminology we used in our designs, ensuring communication that is not only considerate but also authentically human. By doing so, we positioned tone of voice as an integral part of our UX strategy rather than treating it as just a branding exercise.
Tone of voice is often overlooked in a design system, but for our team, it played a crucial role. It guided the terminology we used in our designs, ensuring communication that is not only considerate but also authentically human. By doing so, we positioned tone of voice as an integral part of our UX strategy rather than treating it as just a branding exercise.
Documentation
Documentation
Documenting the design library was no easy task, but with the support of other designers, we created fully detailed documentation for each component. This not only outlined how components should function but also provided developers with precise specifications on how they should be built. While we used Google’s Material 3 documentation as a reference point, we adapted and refined it to align with MVH’s standards.
Documenting the design library was no easy task, but with the support of other designers, we created fully detailed documentation for each component. This not only outlined how components should function but also provided developers with precise specifications on how they should be built. While we used Google’s Material 3 documentation as a reference point, we adapted and refined it to align with MVH’s standards.
Iterations
Iterations
After several rounds of low-fidelity iterations, the team decided to move forward with the smallest side sheet layout to reduce unnecessary negative space and create a more balanced interface. Throughout this process, I collaborated closely with the Finance team, reviewing the pros and cons of each design variation to ensure the final direction effectively addressed both usability and business needs.
After several rounds of low-fidelity iterations, the team decided to move forward with the smallest side sheet layout to reduce unnecessary negative space and create a more balanced interface. Throughout this process, I collaborated closely with the Finance team, reviewing the pros and cons of each design variation to ensure the final direction effectively addressed both usability and business needs.
Feedback
Feedback
Additionally, I shared the designs with the Design team to ensure it followed our style guide and delivered intuitive, user-centered workflows for the MVP. At this stage of the project, feedback from both the Design and Finance teams centered around minor tweaks to the design and workflow. Once these adjustments were discussed and updated, the designs were ready for handoff.
Additionally, I shared the designs with the Design team to ensure it followed our style guide and delivered intuitive, user-centered workflows for the MVP. At this stage of the project, feedback from both the Design and Finance teams centered around minor tweaks to the design and workflow. Once these adjustments were discussed and updated, the designs were ready for handoff.
High-Fidelity Solutions
High-Fidelity Solutions
After multiple iterations and rounds of feedback, the final design was refined to not only improve the existing workflows across all use cases but also ensure alignment with the established design system. A high-fidelity prototype was then created to demonstrate element interactivity and shared with developers through Figma’s Dev Mode, providing access to HTML and CSS specifications. Once implementation began, the team and I collaborated closely with the engineering and product teams to ensure all features and interactions were developed in alignment with the approved designs.
After multiple iterations and rounds of feedback, the final design was refined to not only improve the existing workflows across all use cases but also ensure alignment with the established design system. A high-fidelity prototype was then created to demonstrate element interactivity and shared with developers through Figma’s Dev Mode, providing access to HTML and CSS specifications. Once implementation began, the team and I collaborated closely with the engineering and product teams to ensure all features and interactions were developed in alignment with the approved designs.
LEARNINGS
LEARNINGS
Post Implementation
Post Implementation
The first impressions of the improved Manage Wallet feature were highly positive, with 82% of users reporting that the refined workflows felt smoother and more intuitive compared to the previous implementation. Additionally, 76% of users expressed excitement about the ability to remove primary credit and debit cards, a capability that had been a frequent request. Clarity also improved significantly—89% of users said it was easier to identify which card was set as the default payment option, reducing confusion and streamlining daily tasks.
These results were achieved through the following:
The first impressions of the improved Manage Wallet feature were highly positive, with 82% of users reporting that the refined workflows felt smoother and more intuitive compared to the previous implementation. Additionally, 76% of users expressed excitement about the ability to remove primary credit and debit cards, a capability that had been a frequent request. Clarity also improved significantly—89% of users said it was easier to identify which card was set as the default payment option, reducing confusion and streamlining daily tasks.
These results were achieved through the following:
46 out of 56 participants found the new workflow smoother and more intuitive.
43 out of 56 participants were pleased with the ability to remove primary credit and debit cards, noting this as a “missing” feature in the earlier version.
50 out of 56 participants clearly identified which card was set as the default payment option, compared to only 21 out of 56 in the baseline test.
46 out of 56 participants found the new workflow smoother and more intuitive.
43 out of 56 participants were pleased with the ability to remove primary credit and debit cards, noting this as a “missing” feature in the earlier version.
50 out of 56 participants clearly identified which card was set as the default payment option, compared to only 21 out of 56 in the baseline test.
What I would do differently
What I would do differently
While we gathered constant feedback within the team, I realized the value of going a step further by conducting user surveys or A/B testing with hospital staff before launch. Relying only on product owners, stakeholders, and the design team provided useful insights, but direct input from end users would have given us measurable data on whether the workflow was truly intuitive and clear. Moving forward, I see the importance of validating design decisions with real users early, as it can uncover opportunities to make the product even stronger.
While we gathered constant feedback within the team, I realized the value of going a step further by conducting user surveys or A/B testing with hospital staff before launch. Relying only on product owners, stakeholders, and the design team provided useful insights, but direct input from end users would have given us measurable data on whether the workflow was truly intuitive and clear. Moving forward, I see the importance of validating design decisions with real users early, as it can uncover opportunities to make the product even stronger.
Reflections
Reflections
From this project—and many others—I’ve learned the importance of fully understanding the problem before jumping into solutions. Prior to joining Mars Veterinary Health, the approach was often to push features quickly to meet stakeholder demands. While this resulted in a product rich with features, it lacked cohesion. From this experience, I’ve made it a priority to conduct user research, no matter how urgent the request, to ensure we create intuitive products that minimize the need for constant iteration.
From this project—and many others—I’ve learned the importance of fully understanding the problem before jumping into solutions. Prior to joining Mars Veterinary Health, the approach was often to push features quickly to meet stakeholder demands. While this resulted in a product rich with features, it lacked cohesion. From this experience, I’ve made it a priority to conduct user research, no matter how urgent the request, to ensure we create intuitive products that minimize the need for constant iteration.