PetSeva makes specialist vet care bookable at any hour.
PetSeva is a two-sided platform: vets list their specialisations and availability, and pet owners search and book. Owners often look for a vet outside clinic hours, so booking had to work at any time of day. PetSeva spoke to pet owners before any specification existed. The design test that came out of those conversations was whether an owner can go from noticing a symptom to a booked appointment without leaving the phone.
- Client
- PetSeva
- Sector
- Pet care and veterinary services
- Engagement
- Platform design and development
The problem
PetSeva spoke to pet owners before the specification was written. Four constraints came out of those conversations, and each became a design requirement.
Queues ordered by arrival, not by need
Owners arrive and wait without knowing whether the wait is twenty minutes or two hours.
Booking only during clinic hours
Calls could be made only during clinic hours, which are also working hours for most owners. Availability was uncertain.
Delay between symptom and consultation
The time between noticing a problem and being seen is time the animal stays unwell.
No match between symptom and specialisation
Nothing indicated which vet treats a given condition, so owners usually chose the nearest clinic.
What we built
The platform is built around discovery and live availability and not around clinic opening hours. Owners search by what the animal needs, book against a real diary and pay within the same flow.
Search by specialisation, not postcode
Owners search on what the animal needs, so the choice rests on expertise and not on which clinic is nearest.
Booking independent of clinic hours
An appointment can be booked at any time of day. The clinic does not need to be open for the diary to accept a booking.
Remote consultations
Questions that do not need a visit are answered on a call and not in a waiting room.
Payment inside the booking flow
Payment is made in the app, so nobody has to find a card at a clinic counter.
One account for the whole animal
Grooming, boarding and supplies sit beside the medical side, so an owner keeps one account.
Triage content in plain language
Articles help an owner judge what needs a vet the same day and what can wait.
The result
Shorter gap between symptom and opinion
The delay between noticing a problem and having a professional look at it was reduced.
Waiting moved ahead of the visit
Online booking and remote consultation took the queue out of the start of each appointment.
Owners can judge urgency
With context to hand, owners can decide what is and is not an emergency.
Growth on the supply side
More than 2,000 specialist vets signed up to the platform.
PetSeva set out to make good veterinary care easy to reach, for the owners who book appointments and for animals that cannot say what hurts.
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