Challenge
Families could not find the right visit preparation instructions or urgent care entry point quickly.
Thoughtful design and marketing for small businesses ready to grow.
Sunset Pet Clinic Care Journey
Families could not find the right visit preparation instructions or urgent care entry point quickly.
Veterinary Services
Client: Sunset Pet Clinic
The clinic needed consistent care messaging and a gentle onboarding path for routine and urgent visits.
Solution
Built a patient journey map with urgent-care triage, care instructions, and post-visit continuity updates.
Approach
- Reviewed appointment intake and after-hours referral pathways.
- Defined urgent vs routine entry routes in plain language.
- Created visual care timeline for first-time and returning clients.
- Added printable prep checklists and reminders.
- Built a micro content hub for seasonal pet care topics.
- Measured drop-offs and tightened copy where sessions slowed.
What we delivered
- Urgent and routine care split pages.
- Interactive readiness checklist.
- Appointment confirmation and reminder system.
- Care timeline and follow-up module.
- Resource library with practical pet-care articles.
- Monthly reporting on top navigation exits.
Outcome metrics
Families moved through booking with more confidence and staff spent less time clarifying instructions before each visit.
Check-in preparation calls reduced by 41%
First-visit appointment confirmation rate up 33%
Mobile page abandonment down 26%
Patient portal usage increased by 57%
Scope tags
Healthcare • Patient Care • Workflow
Team: UX Lead, Clinical Content Writer, Implementation Engineer
Timeline
- Week 1: Service-flow mapping with front-desk team.
- Week 2: Content and care-path restructuring.
- Week 3: Technical implementation and QA.
- Week 4: Clinic team launch and feedback loop.
- Month 2: Ongoing optimization based on user patterns.
Project quote
“We now support families before they walk through the door, which reduced front desk friction.”
Dr. Lena V., Veterinary Director