Veterinary Hospital App
Creating a seamless, AI-driven pet care experience
Designing an omnichannel pet healthcare app, akin to the human healthcare experience.
Client
Mars Veterinary Hospital
My Role
Interaction Design Interface Design Branding
Project Type
Consumer & Healthcare
Collaborators
Product Designers
Developing a "Digital Front Door" for pet owners
Mars Veterinary Hospital is a parent company with 12 pet care brands, looking to save and reinvest $150 million USD by providing a more seamless experience for their customers across 3 main brands, Banfield – primary care for pets, VCA – specialty care, and BluePearl – emergency pet hospital.
Problem Statement
Pet owners face a fragmented and stressful experience when navigating pet care, often finding themselves needing to go to different providers for specialty services, contributing to a disjointed experience.
The Solution
Mars Veterinary Hospital can provide pet owners with a seamlessly connected, personalized journey from adoption through every stage of pet care. Leveraging AI insights, tailored recommendations, and frictionless integration across primary, specialty, and emergency services, this platform anticipates pet-owner needs, proactively manages pet health, and simplifies care coordination. With AI and hyper personalization, the experience ensures clarity, convenience, and confidence transforming fragmented pet care into an intuitive, supportive, and holistic digital ecosystem.
Initial Research
Desk research was used to undertsand existing flows of the web and app for the three brands. Competitive analysis across the healthcare industry was used to understand what works in-market.
Design Strategies
I identified the biggest areas of impact where the biggest difference can be made based on market differentiation.
Uncovering unmet needs and opportunities
Leveraging existing customer data we mapped out a user journey and workshopped on product features.
User Jorney - Welcoming a new pet
User Journey - Life with a new pet
Storyboarding & Key Touch-points
We used storyboarding to refine the journey by segmenting the experience further into two user groups.
Final User Flow for team alignment
A final flow was created for business, product, and engineering alignment, and was used to inform the prototype.
Converting User Flows into Wireframes
I then took the Information Architecture and started drafting out mid-fi wireframes for the clickable prototype.
Brand Exploration - Tying three brands into one
I took existing visual elements from the three brands as inspiration to develop a consistent design language for the prototype. The result on the right is the north star look and feel to showcase how brands will show up.
Brand Visual application
I then started to experiment with how the brand visuals could apply to the web and mobile elements.
End-to-end MVP Experience
The gold standard in connected pet care, Mars Veterinary provides an omnichannel pet healthcare service on one platform, providing pets a lifetime of care.
Book the first appointment, without an account
New users can book their first appointment in just four simple steps from their browser. No application download needed, making it quick and easy to get started.
Dynamic homepage with customized tips and content
The homepage shows exactly what you need to do before your visit and highlights upcoming appointments. It's designed to help you set up your profile and unlock tailored care tips for your pet.
AI-powered profile setup and recommendations
The chat-based AI assistant VetPal makes profile setup more interactive and fun, while also providing smart, breed-specific product suggestions to help you care for your pet better.
Automated scheduling with VetPal AI assitant
VetPal helps you book the right appointment fast. It considers your pet's wellness plan, the season, your location, and even upcoming care needs to recommend the best visit type. No more guesswork – just smooth, stress-free scheduling tailored to your pet's unique care journey.
Cross-banner care coordination with seamless specialist referrals
Easily book appointments with affiliated vet brands. With your pet's history securely shared across providers, get consistent, high-quality care without repeating yourself or managing paperwork.
Easily manage prescriptions and shop product recommendations
Easily manage prescriptions and shop for vet-approved, breed-specific products – all personalized to your pet's profile. With everything in one place, getting the right care essentials is simple, timely, and hassle-free.
Reflections
This project enhanced my business acumen and refined my UI and strategy skills. While I previously focused primarily on advocating for user needs in my designs, this experience allowed me to gain a deeper understanding of the business goals and potential impacts behind the task. By designing collaborating with broader team, I successfully aligned design decisions with both user needs and business objectives.