How feedback shapes Animana: a practical example

This article is part three of our series on user research. Read part one here: The value of user research in the veterinary field, and part two here: The Benefits of participating in User Research.

For Animana, user research often means interviews and surveys in which we gather insights directly about how you interact with the software, the challenges you face, and the improvements you want. We strive to create a research community with an ever-present voice in the design decisions. We want to make sure we not only improve your most significant pain points and make valuable new features but also that we cover as many edge cases as possible, that we use understandable language, that Animana is easy to use for all people, and that you can be as efficient as possible in all your tasks.

However, sometimes our information might be incomplete if, for example, we cannot gather enough users. If the number of participants is not statistically significant, it might pose risks. Below is an example of how partial insights led us to enhance the user experience for some but create a hindrance for others and how we resolved the issue by getting back to users and iterating!

A real-world example

Recently, we changed how filters on a page were displayed. Previous research insights led us to conclude that filters on a particular page were not heavily used, and our data showed that only a small percentage of users used the filters. So, we made a UI change, defaulting the filters to a collapsed view… And it was an absolute error! Many users responded via the on-page feedback survey that more clicks were needed. How did that happen? It was because we were affecting our beloved accountants! The research participants were mostly veterinarians and receptionists who didn’t use the filter functionality heavily. However, the accountants used the filters daily, and we added an extra click several times a day – this was unacceptable for them and us, too.

We reached out to the users who provided their details in the feedback with a proposed solution (and improvement!) to remember their filter selection. Research shapes real changes in the product.

Why not ask directly if we want to understand the best way to serve our users?

Because we value your privacy and because of GDPR, we cannot contact you without your express consent, so we can’t just reach out to whoever we need to talk to without their approval. That is why it is so vital that users voluntarily sign up to participate in research! So we don’t have blind spots in how we build Animana!

Our Animana research community

This is just one example of how research participation has helped improve the work of our veterinarians and accountants! We want to serve all types of users from all kinds of clinics – But we can only do that if you join us in our (growing!) research community.

Join us in shaping the future of veterinary practice management systems. Your insights are the key to unlocking a better, more efficient, and more enjoyable work experience.