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Highlights:
30% fewer customer support tickets
Illustrations grounded in hands-on product research
Highlights:
Illustrations grounded in hands-on product research
30% fewer customer support tickets
Context:
3DPets designs and fabricates custom prosthetics and mobility devices for animals. As their product line expanded to include new hardware components, customers needed clear guidance to fit and assemble devices at home, without veterinary support on hand.
Role:
I was the designer and technical writer across all three manuals. Whether working from existing documentation or building new, my contribution centered on structure and clarity. I identified where steps needed to be broken apart, reordered, or rewritten to work for an end user with no technical background.
Constraints:
With pet owners as the end user, clarity wasn't optional. The manuals had to communicate complex mechanical and fitting steps in plain language, supported by visuals precise enough to remove guesswork — because at critical fitting steps, ambiguity isn't just frustrating, it can directly affect an animal's comfort or safety. At the same time, the illustrations had to stay consistent with 3DPets' brand voice: fun, approachable, and visually warm, even when depicting technical content.
Process:
I began by working through each assembly process, photographing reference material and using those photos as underlays for hand-drawn illustrations in Procreate. Final layouts were assembled in Canva. An additional structural constraint came from the physical format of the manuals: because of how they were designed to be folded, every document had to land on a page count divisible by four, influencing how steps were grouped, paced, and laid out from the start.
Outcomes:
Following delivery, 3DPets reported a 30% reduction in customer support tickets, a measurable sign that the manuals were doing what good technical documentation should: answering questions before they get asked, and giving pet owners the confidence to get it right on their own.
Website designed by Jenny Hegelein
© 2025 by JenHeg.com. Built on Wix Studio
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New Jersey Based
About
Contact
New Jersey Based
Website designed by Jenny Hegelein
© 2025 by JenHeg.com. Built on Wix Studio