Discovering NSW Pet Registry

The NSW Government is currently in the development stage of a new updated NSW Pet Registry platform. This will make it easier for NSW pet owners to interact with the system. This will also provide a better process for the numerous organisation relying on this information for the health and safety of our cutest residents - dogs and cats. Here is their progress report.

What has the team been up to?

• Our team has been pretty busy this week continuing to conduct empathy interviews with multiple users of the pet registration services 

• We have spoken to 2 x Council staffs, 3 x Vets and Vet Nurses and 4 x Breeders

• For those of you into stats, the above means we have gathered over 19.5 hours’ worth of interview data so far.

What are our conversation topics?

• We are focused on discussing the roles and responsibilities of users and their perception of other users' roles they've interacted with. These also include unearthing new knowledge, gaps within the communication channels and areas of compelling issues within the pet registration process.

• We are trying to understanding the different scenarios and journeys in regards to their roles and their wider eco-system (Pet Registry, CAR, customer management system, and general processes).

• Deep diving their pain points as well as understanding their priorities and how they would like their problems solved.

What’s coming up next week?

The majority of next week will be taken up with conducting more interviews, we will be interviewing the rest of the customer segments which include: 

·         Councils - this is a cross section of Rural, Regional and Metro locations

·         Pet Owners - we are focused on sourcing a cross section of experience with the system and knowledge of their role as a responsible pet owner

·         Pet Shops

·         Rehoming & welfare organisations