Understanding the business challenge
PetPro Connect is a digital platform designed to connect veterinary clinics and pet owners, enabling better communication, collaboration, and access to care.
As adoption grew, the focus shifted to improving clinic workflows and onboarding to support scalable growth across veterinary practices.
Objective
Onboard 100 veterinary clinics within 6 months
Improve internal clinic workflows and efficiency
Enable seamless communication between staff and pet owners
Reduce friction in onboarding and daily operations
Insight & Problem
Through interviews, clinic visits, and usability testing, we identified key inefficiencies in how clinics operate and communicate.
Core problems:
Onboarding was slow and manual, delaying adoption
Internal communication was fragmented, causing confusion and delays
Client communication was repetitive and time-consuming
No clear ownership of conversations, reducing accountability
A key insight emerged:
Clinic workflows break down not because of lack of tools, but because tools are not connected.
Approach (Design Thinking)
Conducted on-site clinic visits, interviews, and usability testing
Developed proto-personas (vet, receptionist, manager, director)
Mapped end-to-end clinic workflows and touchpoints
Identified friction across onboarding, communication, and coordination
Iterated through wireframes → prototypes → validation cycles
Designing the experience
Focused on system-level improvements rather than isolated features:
Simplify onboarding → reduce setup time
Enable internal collaboration → connect team workflows
Reduce repetitive tasks → automate communication
Introduce structure → define ownership and roles
Solution
A set of connected features designed to improve clinic operations:
Admin Dashboard App
Streamlined onboarding process
Reduced dependency on developers
Enabled faster clinic setup
Roles & Permissions
Defined access and responsibilities
Enabled simultaneous workflows (e.g., video consultations)
Assign Conversation
Introduced clear ownership of tasks and communication
Improved accountability and response time
Saved Replies
Reduced repetitive communication
Increased efficiency in client interactions
Together, these features created a connected operational system, not just individual tools.
Impact
Achieved 6-Month Goal: Delivered a system that enabled the successful onboarding of 100+ veterinary clinics within the target window.
Eliminated Onboarding Friction: Simplified admin tools reduced clinic setup time and eliminated manual developer overhead.
Streamlined Clinic Operations: Automated repetitive tasks (Saved Replies) and clarified ownership (Assign Conversation), resulting in faster client response times and reduced internal back-and-forth.
