PetSmart Telehealth Solution
Bringing on demand pet care closer to pets at PetSmart.
PetSmart Telehealth Solution
Bringing on demand pet care closer to pets at PetSmart.
PetSmart Telehealth Solution
Bringing on demand pet care closer to pets at PetSmart.
Category:
Product Design
Project Role:
Lead Designer
Year:
2025
Company:
Vetster
Category:
Product Design
Project Role:
Lead Designer
Year:
2025
Company:
Vetster
Category:
Product Design
Project Role:
Lead Designer
Year:
2025
Company:
Vetster
Designing a telehealth experience for US PetSmart stores that helps pets receive early assessment and on demand care without clinic wait times.
PetSmart store associates will be guided through a series of steps to get instant pet care support, all within the store.
Designing a telehealth experience for US PetSmart stores that helps pets receive early assessment and on demand care without clinic wait times.
PetSmart store associates will be guided through a series of steps to get instant pet care support, all within the store.
Designing a telehealth experience for US PetSmart stores that helps pets receive early assessment and on demand care without clinic wait times.
PetSmart store associates will be guided through a series of steps to get instant pet care support, all within the store.
Results
80%
80%
Conversion to Vetster appt
300+
300+
PetSmart stores in Jan 2026
1,350+
1,350+
Pet care consultations
Results
80%
80%
Conversion to Vetster appt
300+
300+
PetSmart stores in Jan 2026
1,350+
1,350+
Pet care consultations
Results
80%
80%
Conversion to Vetster appt
300+
300+
PetSmart stores in Jan 2026
1,350+
1,350+
Pet care consultations
Problem
PetSmart stores handle pet care across many scenarios, from in store pets to animals in day camp or hotel services. While some locations offer in store clinics, there are many cases where clinics are unavailable or a faster option is more suitable for mild consultations. The core challenge was not just enabling store associates to quickly access pet care support, but also integrating PetSmart’s telehealth guidelines into the app. This guides associates to the most appropriate next step for each situation, whether through telehealth, a physical clinic, or urgent care.
Solution
A dynamic intake questionnaire guides store associates to the right care path based on pet species, condition, and ownership, filtering out cases that require immediate or in clinic care. When telehealth is appropriate, registered veterinary technicians provide an initial consultation and escalate to a virtual vet appointment if needed, with prescriptions available when applicable. The experience is designed to be white-glove, supported by detailed medical records for seamless follow-up and communication.
Problem
PetSmart stores handle pet care across many scenarios, from in store pets to animals in day camp or hotel services. While some locations offer in store clinics, there are many cases where clinics are unavailable or a faster option is more suitable for mild consultations. The core challenge was not just enabling store associates to quickly access pet care support, but also integrating PetSmart’s telehealth guidelines into the app. This guides associates to the most appropriate next step for each situation, whether through telehealth, a physical clinic, or urgent care.
Solution
A dynamic intake questionnaire guides store associates to the right care path based on pet species, condition, and ownership, filtering out cases that require immediate or in clinic care. When telehealth is appropriate, registered veterinary technicians provide an initial consultation and escalate to a virtual vet appointment if needed, with prescriptions available when applicable. The experience is designed to be white-glove, supported by detailed medical records for seamless follow-up and communication.
Problem
PetSmart stores handle pet care across many scenarios, from in store pets to animals in day camp or hotel services. While some locations offer in store clinics, there are many cases where clinics are unavailable or a faster option is more suitable for mild consultations. The core challenge was not just enabling store associates to quickly access pet care support, but also integrating PetSmart’s telehealth guidelines into the app. This guides associates to the most appropriate next step for each situation, whether through telehealth, a physical clinic, or urgent care.
Solution
A dynamic intake questionnaire guides store associates to the right care path based on pet species, condition, and ownership, filtering out cases that require immediate or in clinic care. When telehealth is appropriate, registered veterinary technicians provide an initial consultation and escalate to a virtual vet appointment if needed, with prescriptions available when applicable. The experience is designed to be white-glove, supported by detailed medical records for seamless follow-up and communication.
Development
Development is a continuous, iterative process. We constantly gather user feedback and iterate rapidly to deliver the best possible experience.
Development
Development is a continuous, iterative process. We constantly gather user feedback and iterate rapidly to deliver the best possible experience.
Development
Development is a continuous, iterative process. We constantly gather user feedback and iterate rapidly to deliver the best possible experience.
Product demo
Embedding virtual care into PetSmart stores. A seamless journey from intake and telehealth eligibility through RVT chat, vet appointment, and finalized medical record.
Product demo
Embedding virtual care into PetSmart stores. A seamless journey from intake and telehealth eligibility through RVT chat, vet appointment, and finalized medical record.
Product demo
Embedding virtual care into PetSmart stores. A seamless journey from intake and telehealth eligibility through RVT chat, vet appointment, and finalized medical record.
Flow chart
A pet care decision tree designed to connect users to the right care experience, whether telehealth or other options.
Flow chart
A pet care decision tree designed to connect users to the right care experience, whether telehealth or other options.
Flow chart
A pet care decision tree designed to connect users to the right care experience, whether telehealth or other options.
Concept artwork
Seamless access to the service from store associates’ work devices
Concept artwork
Seamless access to the service from store associates’ work devices
Concept artwork
Seamless access to the service from store associates’ work devices
(TORONTO BASED /
23:15
)
Product Designer
(TORONTO BASED /
23:15
)
Product Designer
(TORONTO BASED /
23:15
)
Product Designer
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