01
PawsnGo
An end-to-end pet travel service created to ensure stress-free journeys for pets and their parents from planning to post-trip care. The project addresses the growing need for inclusive travel experiences as pets are increasingly considered family members. PawsnGo brings together transportation, accommodation support, local guidance and pet care into a single connected omnichannel platform.
Role:
Lead the project
Industry:
Travel
Duration:
4 weeks
Challenges
Pet parents want to travel with their pets but face stress and uncertainty at every stage of the journey. Overwhelming rules and regulations, complicated and unreliable bookings, confusing trip preparation, limited pet-friendly facilities during travel, restrictive stays and activities, and exhausted pets post-trip make the overall experience stressful and less enjoyable.
My Approach
I began with problem exploration, understanding why pet travel continues to feel stressful despite the rise in pet ownership. Secondary research helped uncover gaps in existing travel systems, airline restrictions, breed-specific challenges, health risks, and the lack of genuine pet-friendly infrastructure.
Next, I moved into the discovery phase analysing insights from interviews and research to understand emotional and logistical pain points across different stages - planning, booking, trip preparation, journey, and post-travel care. Journey mapping revealed that stress peaks during booking confirmations, in-transit uncertainty, and post-trip recovery where support is almost nonexistent.
Using these insights, I defined a clear problem statement and reframed the challenge through a “How Might We” lens to explore opportunities for a seamless, stress-free travel experience for both pets and their parents.
In the ideation phase, I explored solutions beyond a digital app by designing an omnichannel experience. This included physical products, on-ground services and other touchpoints such as pet carriers, waiting capsules, curated pet meals, daycare services and post-travel recovery kits ensuring comfort, safety and continuity throughout the journey.
Finally, I brought these elements together into PawsnGo which means 'Paws on the go' an integrated pet travel service that supports users from planning to post-trip care. The design prioritises clarity, reassurance, and trust while balancing emotional needs with real-world travel constraints.
Outcome
Omnichannel Experience
Digital Touchpoints
A platform to support trip planning, understanding travel requirements, and coordinating bookings.Physical Touchpoints
Airport and railway station support including waiting capsules, pet carriers, strollers, rolling pet luggage, welcome goodie bags, curated pet menus, daycare services, and post-travel care kits.Human Support
On-ground team members available to assist pet parents during travel and continued support even after the trip ends.
My Contribution
Led the project end-to-end from problem definition to final service concept
Synthesised research and mapped the pet travel journey across key stages
Designed the omnichannel service ecosystem addressing major user pain points
Conclusion
This project reflects my interest in designing systems that solve real-world problems while prioritising emotional well-being for both humans and animals
My
Design Proces
A well-structured process leads to better results. This Process ensures that every project moves smoothly from concept to completion.
01.
Research
I see research as the backbone of my design process. It helps me understand the real problem, drop weak ideas early, giving me clarity on what to focus on and build next.
02.
Sorting
The Sorting phase of Design process involves taking the insights and facts from the Research phase and applying them into potential solutions.
03.
Building
Once my team and I explored different concepts and finalized an idea, we moved on to building it.
04.
Analyze
The Analyze phase helps me understand how my design works in real use. It allowed me to move beyond assumptions, learn from feedback and use those insights to iterate and improve my solution.
Design is never done, there’s always an opportunity to continue to refine and optimize.