IMPROVE
communication
Client: IDEXX Diagnostics
Project: Wellness Care - B2B2C
Role: Product Design, Strategy, Research
Improve relationships through elevated designs
01/03
Keeping pets healthy is complicated and expensive.
If you have a pet, you've probably received a letter from IDEXX, a leading pet diagnostics company. Their labs process millions of tests for animals across the globe.
Method was tasked with conceptualizing the new end-to-end Wellness Care experience; a pet owner app, Vello, and an extension of their current practice software, Vet Connect +, would make up the digital products for their proactive and preventative approach to pet healthcare.
Throughout the 3 month engagement, I assisted on all research (market and user), helped define the business and experience strategies, iterated on the core user journey and service blueprint, defined the veterinary practice configuration experience and designs, worked closely with the internal IDEXX designers and their design systems, created a visual language for wellness care within Vello, and prototyped the end-to-end flow for IDEXX executive review.
Care Plans
Personalized wellness plans tailored to each pet's needs, using medical history records and pet owner generated data
Veterinarians
- Build closer client relationships with proactive care recommendations
Pet Owners
- Understand their pet’s unique health needs
- Review plan details & covered services
- Keep track of progress over time
Post-Visit DX Results
Improving the delivery of diagnostics data to pet owners while increasing engagement through interactive features
Integration with internal systems
- Connected to PIMS and VC+
- Provides complete picture of testing history to track trends
Details on what was tested and why
- Explains the exact tests conducted
- Puts results in perspective with details about it's significance
- Pet owners can message their vet with questions or concerns
02/03
Vello would connect vet practices and pet owners through an integrated set of pet wellness features
Education & Insights
Empower pet owners with knowledge to better care for their pet
Personalized Content
- Insights are gathered throughout the year, with inquiries about their pet's emotional and physical states
- A CMS would structure articles, videos, infographics, and more; delivering relevant content for each pet's needs
Payments
Embedded financial solutions and incentives to ensure pet parents can confidently manage their costs, while reducing financial risk for practices
03/03
The wellness strategy would create data-informed and insight-driven experiences that build trust and create value for pet owners, practices, and IDEXX.
IDEXX Wellness would support Vet and pet owner relationships through education and transparent communication. Each bundled annual plan would increase compliance, practice efficiency, and diagnostics revenue. Ultimately, creating revenue that allows for further exploration of new ways to strengthen the IDEXX portfolio and impact their clients and the pets they care for.