BATTERSEA DOGS & CATS HOME
Doggedly creating a better customer experience
What we did
Design and build
The central aim of Battersea Dogs & Cats Home is to never turn away a dog or cat in need of help. Caring for them until their owners or loving new homes can be found, no matter how long it takes. They take care of over 7000 animals a year and are constantly searching for new ways of making the rehoming process more efficient and effective.
Battersea wanted to launch a new online re-homing form on their main website. They were aware that simply adding a new form and allowing applicants to choose their favourite animal from the online galleries would potentially lead to an influx of unsuitable applications, which could overwhelm the re-homing teams who carry out the suitability checks and interviews. They were looking to build a form which would both encourage more applicants and match them to animals more accurately. The ultimate aim being to get more dogs and cats into suitable new homes more quickly.
We worked collaboratively with Battersea from the off. We realised that it was not enough to understand the goals and potential users. We had to get into the real nitty gritty of the current offline process and supporting business systems to get a full sense of how taking the experience online could be as effective as possible.
Crafted suitability criteria
The key aim of the project was not only to encourage more applications but to ensure that the whole rehoming process was accelerated by matching potential homes and animals as closely as possible before the rehoming team received the applications.
We started off by spending time understanding typical user journeys and breaking them down to essentials needed in order to determine the suitability of rehoming applicants. We then created experience maps and conducted a series of workshops with key staff and observed rehoming interviews to capture how the offline process worked and how potential users would be using the application.
We established the criteria needed to both improve the quality and reliability of the application process.
The rehoming teams were delighted to work with our teams and get the chance to air their views and ideas on how the process could be improved.
Designed effective user journeys
Using the initial research we collaboratively developed wireframes to show how the online application would work taking into account the key needs of users, Battersea staff and the animals.
A fully interactive, lo-fi, responsive prototype was created to show how the online form might work in a number of scenarios including on-site application and online applications.
Delivered integrated solutions
We built the solution into Battersea’s existing CMS solution hosted and managed by another Digital Agency.
The final deliverable was tightly integrated into their Salesforce CRM solution which contains the details of all the animals looking for a new homes and all applicants looking to provide them. The CRM is a key element of the business processes and directly supports the end-to-end re-homing.