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Televeterinary:
helping clinics to implement
teleservice in a quick and efficient way
Analytics | Design | UX/UI | Programming
Pet food producer (global FMCG) with long-term mature presence on the market.
Client
To develop a digital service for veterinary clinics that would make online appointments quick and seamless.

The service is designed as the Brand offer to all its partners and brand ambassadors.
Objective
Solution
The PetCareOn service, mobile and web version. Allows clinics to implement online appointments and telemedicine options immediately upon sign-up.
Challenge
To meet expectations of the pet owners and requirements of multiple clinics operations and infrastructure. Two segments of interests to dive in and build for, aligning with the Brand along the way.
Clinics'
pain points:
  • independent transition to online appointments can be long, time-consuming and expensive
Pet Owners
pain points:
  • vet appointments are always stressful for an animal
  • pet owners have to waste time making in-person appointments even for trifling cases, such as reading test results or getting diet advice
  • in case of emergency, it takes time to find a good expert, and the owner must keep in mind the tiniest details on their pet’s health
  • televeterinary is a promising business extension, but a bland and blind area for clinics
  • current use of messengers or other third-party applications for online appointment management makes it difficult to ensure secure payments and keep analytics
Design
The service provides four roles: three for the clinic employees and one for the pet owners:

  • doctors
  • clinic administration
  • receptionists and operators
  • pet owners
We have compiled custom scripts for each role to describe how and why people use the service. Then we have created the Customer Journey Map (CJM) based on the user scenarios. The map clearly shows all the functionality for each one of the roles, as well as for the interactions between them and any limits of a role.

*CJM — Customer Journey Map
Corporate Identity
Convergent has developed the visual identity for the service. It’s based on drawn characters emotionally designed around trust and sincerity. The vivid coral red conveys joyfulness and brings up healthcare associations.
Interfaces
Web-version, Android and iOS apps

The well-thought UX design allows the intuitive use of the application without additional onboarding:
  • self-explanatory illustrations
  • well-developed user scenarios
  • use of tried-and-true UI design standards
Functionality
Video/audio
appointments or live chat
We have developed the audio/video call function from scratch for users not only to talk but also attach documents to the conversations, open the customers' files and see their pets' medical history. The live chat has been implemented on the RocketChat platform, which was suitable for our needs.
In-app payments

The appointments can be paid inside the service, guaranteeing the safety for both the clinic and the pet owner. Thanks to the marketplace model, the clinic accepts payments directly, without any unnecessary intermediaries.
Integration with clinics' CRM system
We have provided for the integration with the Vetmanager CRM system, which is used by most veterinary clinics. This allows to manage appointment schedules and doctors', clients' and pets' files, without having to create them all over again and losing information when transferring the data manually.
Video/audio
appointments or live chat
We have developed the audio/video call function from scratch for users not only to talk but also attach documents to the conversations, open the customers' files and see their pets' medical history. The live chat has been implemented on the RocketChat platform, which was suitable for our needs.
In-app payments
The appointments can be paid inside the service, guaranteeing the safety for both the clinic and the pet owner. Thanks to the marketplace model, the clinic accepts payments directly, without any unnecessary intermediaries.
Integration with clinics’ CRM system
We have provided for the integration with the Vetmanager CRM system, which is used by most veterinary clinics. This allows to manage appointment schedules and doctors', clients' and pets' files, without having to create them all over again and losing information when transferring the data manually.
Pets' Medical History

Pet profile cards store the entire history of appointments, as well as additional details on the pet, including its age, gender, health characteristics, test results and doctors' reports. Both the owner and the doctor have access to this data.
Analysis of the clinic’s key performance scores
A smart dashboard pulls up performance metrics to administrators. For example, the average bill, the total profit made on online appointments, the number of appointments, and the employees' workload.
Scheduling an appointment online

Pet owners can choose the slot they want with the doctor they need and make an appointment through the service.
Pets' Medical History
Pet profile cards store the entire history of appointments, as well as additional details on the pet, including its age, gender, health characteristics, test results and doctors' reports. Both the owner and the doctor have access to this data.
Analysis of the clinic’s key performance scores
A smart dashboard pulls up performance metrics to administrators. For example, the average bill, the total profit made on online appointments, the number of appointments, and the employees' workload.
Scheduling an appointment online
Pet owners can choose the slot they want with the doctor they need and make an appointment through the service.
Result
Now the clinics have access to a web version of the service and an iOS mobile app. The Android app is being moderated by the Play Market. We plan to actively develop the service and introduce new features.

New features:
  • reviews for doctors or appointments
  • doctor rating
  • "doctor on duty": emergency appointments available around the clock
  • doctors' recommendations on nutrition and pet care
  • expert blogs
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