COCOS

Three questions to the project team

What was the particular challenge of the project from a UX point of view?
COCOS faced two major UX challenges: structuring complex medical information and delivering empathy.

First, the service needed to present specialized medical information in an easily understandable way. We identified points through interviews and usability testing. To address the confusion on information, we redesigned the onboarding flow from a parallel selection model to a step-by-step linear flow.

In addition, we designed the experience to support emotional reassurance. Medically critical information was clearly prioritized and emphasized, while experience-based empathy and review content was placed in a separate space. This ensured that trustworthy medical information and emotional support to work in harmony.

What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
As a personal highlight, the team discovered that pet owners value real-life experiences more than raw medical information. Before visiting a clinic, they turn to online communities to find similar cases and trust the decisions of others in comparable situations. COCOS connects community discussions to profiles of users with similar experiences through search and filters. Viewing pet details alongside hospital reviews transforms information search into emotional reassurance. The low point occurred with early profiles that focused on users’ personal data, but testing revealed that owners cared more about the context of pet treatment. By reducing personal data and emphasizing treatment-related information, the team redesigned the platform to align with caregiver priorities.

Where do you see yourself and the project in the next five years?
COCOS believes that better information leads to better care. In five years, COCOS aims to become the trusted pet healthcare service that owners turn to first when their pets fall ill. Built on real owner experiences and symptom data, it reduces anxiety and guides better care decisions even before a clinic visit. Community-shared experiences are COCOS’s core asset. Over time, this data evolves into structured insights and personalized recommendations, connecting information search, experience sharing, and medical decision-making into a seamless flow. COCOS prioritizes user understanding while balancing medical reliability with emotional empathy, creating supportive care experiences that help owners and their pets make more confident care decisions.that help owners and their pets make more confident care decisions.