Context
MoeGo is a SaaS platform serving the pet grooming industry, offering tools for scheduling, customer management, payments, and communication. As part of MoeGo’s strategic expansion into the pet boarding and daycare space, I led the end-to-end design of a Task Management feature from 0 to 1.
From initial discovery research and journey mapping to rapid prototyping and cross-functional collaboration, I designed a solution that brought structure, accountability, and clarity to day-to-day workflows—ultimately improving team efficiency and ensuring every pet received timely care.
My role
Lead Product designer
The team
Product designer: 1
Developers: 5
Product manager: 1
Website
Timeline
Aug - Oct 2024
Challenge
The boarding and daycare segment generates 3x more revenue than grooming in the $15B+ pet service industry. Originally built for pet groomers, MoeGo expanded into this growing market early 2024 with a new Boarding & Daycare vertical.
Unlike grooming’s linear workflows, boarding and daycare involve ongoing care—feeding, walking, medication, cleaning, and constant hand-offs. With higher pet volumes and longer stays, daily task management becomes critical for team efficiency and pet well-being.
Research
After engaging with over 20 boarding and daycare facilities across the U.S., we were surprised to find that most businesses still rely on pen-and-paper printouts to manage daily tasks—an approach that’s difficult to update in real time and highly prone to error. Some tech-savvy business owners even pay extra for third-party tools like Sling to fill the gap, simply because their current software doesn’t offer a workable task management solution.
User roles
There's no streamlined system for staff to manage and complete pet care tasks collaboratively and consistently.
To kick off the design process, I created a few concept mockups to explore ideas and communicate the vision. These early visuals proved helpful for both internal alignment and external discussions, as they allowed me to focus on the core concept without getting too caught up in logic or detailed flows.
The left mockup showed how a store manager could use the desktop view to track and manage daily tasks, while the right one illustrated how a handler could access and complete their assigned tasks through a simplified mobile experience.
One of the key design challenges for the task list was the interaction for completing tasks on the web. There was a conflict between enabling bulk actions via checkboxes and supporting individual task completion. After further discussion with the PM about how users behave on the web, we concluded that bulk actions are more important. This is because handlers typically check off tasks on paper first (if they're not using the mobile app), then return to the front desk to log completed tasks and notes in the system—making bulk completion the primary use case.
As a result, we made a trade-off on the web: we sacrificed the ability to check off individual tasks in favor of a consistent bulk-complete interaction.
From our earlier research, we learned that handlers often log important details - especially around feeding and medication - such as when a pet doesn’t finish their food or experiences unusual behavior.
To make this process easier and more efficient, I aimed to simplify and structure note-taking. Instead of relying solely on free-text input, I introduced quick-select options like “had food” or “missed food” to help standardize data entry. This not only saves time for users but also creates more consistent, actionable records that can be valuable in future client communication. I also designed a pattern for pre-filled options, allowing users to quickly tap and log common scenarios with minimal effort.
After launching the MVP, businesses began adopting the new functionality on MoeGo, and we received valuable feedback that helped shape the next iteration.
We learned that during a pet’s stay, it’s common for pet parents to call in for updates. To provide accurate and timely responses, store managers needed a centralized view of all tasks and activities associated with that pet.
At checkout, front desk staff also needed visibility into any incomplete tasks—especially for add-on services—so they could communicate transparently with clients and adjust invoices accordingly.
To better support these workflows, I introduced appointment-level tasks in our V1 iterations. This ensured that all task data was organized by appointment and easily accessible across the pet’s stay, improving both internal operations and client communication.
The task management module delivered strong results across both internal teams and end users:
For internal team, it has become a standout feature in product demos. One salesperson described it as “definitely a killer in our demo sessions”, often helping drive home the value of our platform to potential customers—especially when highlighting the mobile experience and streamlined task workflows.
Early feedback from users has been overwhelmingly positive as well! Here are some quotes from our clients:
Boarding & Daycare & Grooming
This is already like from what I can see, I mean, light years ahead of the other ones that we’ve seen, even though it’s not fully developed...
Pampered Paws
Business owner
Boarding & Daycare & Grooming
Love how it looks on the mobile app. It’s self-explanatory—so you can just go in, complete the tasks, and take notes. Easy!
Sams Green Paw
Store manager
Our early rollout primarily focused on streamlining workflows for internal team members—making it easier for staff to complete, track, and log tasks efficiently. However, one important piece that hasn’t been addressed yet is customer communication, which plays a vital role in building trust and enhancing the client experience, especially in pet care services where transparency and peace of mind are key.
As a next step, we’ll focus on integrating the task system into the client-facing portal. This will allow pet parents to view relevant updates about their pet’s stay—such as completed care tasks, notes from handlers, or even photos—all in real time.
This shift will help close the loop between service delivery and customer experience, turning task management into a shared, transparent process between the business and its clients.
Last project:
MoeGo: Task Management
Next project:
MoeGo: Membership