By conducting secondary research (analyzing top 20 vet in NI reviews) and carrying out user research (Google survey) I was able to analyze 100 survey responses from friends, family, and pet forums. From these results, I was then able to determine the main problems pet owners are experiencing with their veterinary care - communication and cost.
Vetter care will promise a solution for pet owners to better their pets vet services.
To manage payments, to ensure their pet is being looked after at a manner they are comfortable with
To provide better communication without endlessly calling and emailing, to keep pet owners in a constant loop that their expensive pet bills are going towards the best care for their pet.
The final project idea I indicate to act on will be aimed at all pet owners in need of a better way to contact their vets or reach for reassurance. (All crazy pet owners like me that like to be kept in the loop)
I came to this idea from personal experience with my pets. When my dog passed away last year (during the pandemic). I found this a bad vet experience. Benny had heart failure and was being heavily medicated on 11 tablets per day for 2 weeks. We had no idea what each medication was targeting until googling the medications after leaving the vet, at that we found that the medications were much cheaper online. Our dog's medication was not covered in our insurance, due to flaws. When taking benny to the vet it was a very inhuman procedure with the nurse calling to find out which car, we were in to then come out and collect my dog - this gave us no opportunity to talk directly to a vet that was providing the tablets, it also did not provide us with any reassurance that Benny was being cared for properly as we were not able to go into the vets with him. Benny passed away 2 weeks later from heart failure - even collecting Bennys ashes was a horrible experience due to the covid regulations. I want to solve some of the issue I faced with Bennys vet, to prevent other pet parents, having to go through similar situations.
Another reason how I came to Vetter Care was that some of the subjective experiences other pet owners were sharing with me through my research shocked me.
I found that out of 100 responses only 17 participants felt relaxed when dropping their pet off at the vet, with 20 feeling uneasy, the other participants were coming in between feeling both uneasy and relaxed. I found that a whole 66% of pet owners have bad experiences with expensive pet bills. Most pet owners own dogs and cats with (91% participants having dogs, 27% having cats)
Some comments from my survey which shocked me and influenced my idea.
Question: “Tell me about your vet experience: How did you find their communication and customer service?”
Answers:
“My dog had kennel cough he was 16 years old the vet said he might get better but needed daily. antibiotics he was vomiting foam up too I was sure something else was going on in the end after treatment he vomited blood up &’I had to have him put to sleep I think the vet should have said he was too ill give. His age instead of having me spend over a £1009 to make him better”- anonymous