Student team: Design Innovation Thinking Lab

University: National Taiwan University of Science and Technology

Country: Taiwan

The "Connect & Adopt" project aims to innovate adoption services at public animal shelters in Yilan and Hualien Counties, Eastern Taiwan. This initiative introduces fifteen innovative solutions focused on process guidance, human-pet compatibility, consistent service delivery, and owner education, aiming to increase adoption rates and manage shelter pressures.

In 2015, Taiwan amended the Animal Protection Act to prevent the euthanasia of unclaimed or unadopted stray animals within twelve days. This led to increased shelter populations, highlighting the need for efficient adoption services. Our project reviewed and redesigned the adoption service experience to address these challenges.

Using the Triple Diamond Design Process, we conducted problem discovery, design development and field validation over eight months. We interviewed 31 stakeholders, including shelter managers, staff, adopters, and experts, to identify key needs and pain points, resulting in 15 tailored design solutions.

Key solutions included standardizing information on phone reservations, websites, and social media; creating clear adoption process SOPs and guides; and improving spatial signage. We provided detailed dog information cards, behavior tags, compatibility observation guides, interaction guidelines, and pre-adoption self-assessment forms. Standardized evaluation processes and adoption record cards ensured consistent service delivery.

Shelters in Yilan and Hualien expressed satisfaction, noting improvements in professionalism and visitor experience. The solutions enabled smoother adoption processes and better staff performance. Adopters appreciated the clear information and look forward to more streamlined operations in the future.

We recommend ongoing training for staff and regular feedback collection to continuously refine the solutions. Despite challenges from regional differences, a systematic approach proved effective. By focusing on key areas, the "Connect & Adopt" project provides a scalable model for other shelters, aiming to share best practices and benefit shelters and animals throughout Taiwan.