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Pawport
UX/UI · MOBILE APP
PROBLEM
Flying with a dog means chasing scattered, confusing rules — so owners give up and drive or leave the dog behind.
SOLUTION
One trusted flow that confirms eligibility and documents before price — with reassurance built in.
IMPACT
4/5 booked unaided · 6:28 avg · all 5 usability
targets met
MY ROLE
UX/UI — research → prototype ·· ~100 hrs
A dog-friendly flight booking app that puts eligibility and trust ahead of price.
4/5
booked a flight with no help
6:28
avg booking time (target < 8:00)
5/5
usability targets met
15
hi-fi screens shipped
1
Discovery & Definition
DISCOVERY · EMPATHIZE · DEFINE
The rules for flying with a dog are scattered and scary.
Policies live across airline pages, airport sites and vet requirements — and shift by route, aircraft and weather. Owners of larger dogs feel it most: the cargo hold is the single biggest source of anxiety.
→ No single source of truth for eligibility
→ Price-first booking sets owners up to abandon
→ MVP scoped to one job: search → confirm → prepare
→ book
Landscape & problem framing
Five owners, one shared fear.
"I couldn't picture where my dog would go, so I drove."
NICK · GOLDEN RETRIEVER, 72 LB
"The color made me think it was a straight no , it just meant cargo only."
MEGAN · AUSTRALIAN SHEPHERD, 45 LB
5 interviews · dogs from 22 lb to 72 lb · larger-dog owners reported the most uncertainty.
The insight that shaped everything.
KEY INSIGHT
"
Owners need trust and eligibility clarity before they ever look at price.
Primary persona — the caring, stressed planner: owns a larger dog, fears the cargo hold, researches flights before pet rules. Needs clarity and reassurance, not a cheaper fare.
2
Design
IDEATION · WIREFRAMES · PROTOTYPE
Sequence eligibility and
documents ahead of price.
The core bet: re-order the flow so confidence is built before money enters the picture. One word change set the tone —
Cargo
Travel detail
"Cargo" alarmed every owner. Reframed to describe where & how a dog travels.
User flow & early sketches
A calm, trustworthy system.
Steady Pawport Blue and a status system where meaning never rests on color alone — every status pairs color + icon + label (WCAG 1.4.1).
✓ Eligible
! Conditional
✕ Not eligible
Wireframes & component system
The full flow — 15 hi-fi screens.
Search
Set dog profile & search
Eligibility
Self-explaining status
Booking
Price shown last
3
Validation
TESTING · ITERATION · OUTCOME
The core flow held — with one clear gap.
All five reached a booking, four unaided. The wobble was always the same spot: big-dog owners booked, but still didn't know where their dog physically goes.
PROBLEM
DOG
COMPLETED
TIME
CONFIDENCE
Ana
Goldendoodle, 22 lb
Unaided
5:10
5/5
Austin
Frenchie, 22 lb
Unaided
6:00
4/5
John
Vizsla, 50 lb
Unaided
6:30
4/5
Nick
Golden, 72 lb
Assisted ×1
7:40
4/5
Method — 5 moderated task-based sessions modeled on my research participants to pressure test the flow.
Three targeted changes.
1
"Where your dog travels" panel
Cabin vs. hold, drop off & who handles the dog closes the big dog trust gap.
2
Status chip that explains itself
Tap-to-expand plain-language reason, so "Conditional" no longer reads as a rejection.
3
Logistics on confirmation
Relief areas, arrival time & airline contact added to "what's next."
BEFORE
AFTER
"Where your dog travels" — before & after
UX/UI · MOBILE APP
Trust lives in small wording and sequencing choices.
Sequencing eligibility before price, and naming things honestly, turned an anxious task into a confident one. Next: validate with live participants and design the international & multi-pet flows.
4/5
completed booking unaided
6:28
average booking time
4/5
usability targets met