ABOUT

The challenge: BorrowMyDoggy offers a unique service - instead of dog owners paying for traditional dog care, they connect with local dog lovers who don't have their own dog. They then build a mutually beneficial relationship where "borrowers" get to spend time with a dog, and "owners" receive help with their dog care for free. BorrowMyDoggy supports and insures this relationship in exchange for a subscription fee.

When I joined BorrowMyDoggy, the existing sign-up process was clearly a significant problem. It had numerous bugs and UX issues and failed to educate users about the nature of the service. This led to several key areas of concern:
- Many users completed sign-up thinking it was a standard, paid dog-sitting service
- Many users switched their profile type multiple times during the process due to confusion
- Profiles created were of poor quality, creating a negative impression of the product
- A lot of under 18s signed up and subscribed, only to be told that they could not pass the safety checks and so could not use the service
- It was common for borrowers to ask for payment, which was not allowed and took a great deal of effort from the customer service team to police

To see how I tackled this please see my portfolio website.