Rehome a dog
Property of : Guide dogs
Creating a simpler, more accessible application journey for prospective dog rehomers, ensuring that the process is user-friendly and straightforward. The aim was to generate quality leads to rehome dogs that may have potential health or behavioural issues.
The existing "Rehome a Dog" journey contained several usability challenges that created unnecessary friction for users looking to adopt a retired guide dog or a guide dog trainee that had to be withdrawn from the training due to behaviour or health reasons.
The application process needed to better support users by presenting information in a clear, structured way to set expectations while streamlining application process which was previously a PFD form.
The project aimed to improve both the user journey and the underlying lead capture process, ensuring a seamless experience for users while supporting internal operational teams to find the right kind of rehomers for the dog.
The Challenge
I led the end-to-end UX and UI redesign of the "Rehome a Dog" journey, conducting user research, refining the information architecture, and redesigning the application experience to create a more intuitive and accessible service. Collaborated with stakeholders, internal developers, and data teams to integrate a web-to-Salesforce lead form and implemented the front-end experience, delivering a seamless journey that met both user and business needs.
My responsibilities included:
UX Research
User Journey Mapping
Information Architecture
Wireframing & UI Design
Accessibility Reviews
Front-end Implementation
Stakeholder Workshops
Cross-functional Collaboration
QA & Iterative Testing
My Role
Project timeline
Journey after
Introduced a clear five-step rehoming process, helping users understand exactly what happens from registering their interest through to welcoming their new dog home.
Improved information architecture backed by SEO
Contextual support throughout the journey
Optimised Salesforce lead capture experience
Simpler, clearer and more accessible interactions
End-to-end UX, UI and front-end delivery
Journey before
Limited explanation of the wider rehoming programme.
Inconsistent content structure
Users were encouraged to apply, but the overall process was less transparent.
Higher cognitive load
Long-form content with fewer visual breaks.
Manual email journey once application is checked.
Introduced clearer pathways for both retired guide dogs and dogs that didn't complete guide dog training, making the service more inclusive and easier to understand. Content reorganised into clearly defined sections with descriptive headings, allowing users to scan the page more easily and quickly find relevant information.
Design Improvements
This project demonstrated how thoughtful UX design can improve both the customer experience and internal operational processes. By collaborating closely with stakeholders, developers and data specialists, I redesigned the end-to-end rehoming journey to make it easier for prospective adopters to understand the process, complete an application and engage with Guide Dogs' rehoming service. The result was a more transparent, accessible and scalable experience that better supported both users and internal teams.
Reflection
Contact
Let's chat about your next UX project.
colourmeinstyle20@gmail.com
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