Designing a User-Centred Digital Marketplace for Animal Adoption in Malaysia: A Conceptual Framework Using Design Thinking

Eliana Takbir Ahmad and Haliyana Khalid
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Eliana Takbir Ahmad: Azman Hashim International Business School, University Technology Malaysia
Haliyana Khalid: Azman Hashim International Business School, University Technology Malaysia

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 9, 5552-5566

Abstract: Animal adoption in Malaysia faces persistent challenges, including overcrowded shelters, inconsistent adoption procedures, and limited accessibility for diverse communities. While digital platforms have emerged as a partial solution, most existing Malaysian adoption websites remain fragmented, difficult to use, and emotionally disengaging. This situation prevents many potential adopters from completing the process and contributes to the continued euthanasia of healthy animals. This conceptual paper develops a framework for designing a centralized, user-centred adoption marketplace inspired by e-commerce models such as Zalora but adapted for social impact rather than profit. Guided by Design Thinking, the study addresses three key questions: (1) What is the current user experience of animal adoption in Malaysia? (2) How can an inclusive, emotionally engaging digital solution be designed? and (3) How can effectiveness and sustainability be ensured? Drawing on literature in user experience (UX), customer experience (CX), accessibility, inclusivity, emotional engagement, and platform design, the paper proposes that a Malaysian adoption marketplace should integrate centralized listings, responsive design, multilingual interfaces, storytelling modules, and analytics for continuous improvement. The contribution of this paper is twofold: theoretically, it extends UX/CX and Design Thinking scholarship into high-empathy, non-commercial domains; practically, it provides shelters, policymakers, and designers with a blueprint for a digital ecosystem that improves adoption outcomes and reduces overcrowding.

Date: 2025
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