Digital experience partners for animal health
We help animal health organisations create digital experiences that deliver greater value for veterinary professionals and other key audiences.
Through customer research, experience strategy, product design and design systems, we help teams understand what their audiences need, improve the decisions behind their digital experiences and deliver them consistently across brands, markets and channels.
Whether you’re improving an existing customer portal, rethinking an omnichannel journey or developing a new digital product, we’ll help you focus investment where it can make the greatest difference.
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Why work with us?
Understand the people behind the experience
Animal health organisations serve a wide range of audiences, often within the same product portfolio.
We help you understand the different needs, behaviours and pressures of veterinary professionals, practice teams, farmers, distributors and pet owners, then bring those perspectives into strategy, design and decision-making.
Make better experience decisions
Digital challenges are rarely solved by adding another channel, platform or piece of content.
We help teams clarify what customers are trying to achieve, identify where value is being lost and prioritise the improvements most likely to strengthen engagement and support commercial goals.
Create experiences that scale
Animal health teams often need to deliver across multiple brands, species, markets and customer groups.
We create practical experience frameworks and design systems that improve consistency, reduce repeated effort and make it easier for teams to deliver high-quality digital experiences at scale.
How we've supported others
Creating more useful digital experiences for healthcare customers
We combine research, strategy and design to improve complex digital journeys across healthcare and life sciences.
Our work has helped organisations:
- Improve registration and engagement across professional portals
- Simplify access to complex clinical and product information
- Design digital products around real customer needs
- Create scalable design systems across brands and markets
- Build greater confidence before committing to development
Enabling digital innovation in pharma through design sprints
We've been working with a top 5 global pharma brand to deliver the next generation of their core HCP platform, enabling digital innovation through design sprints.
- A new generation portal was launched for a global network of HCPs
- Cross-functional teams were united around a clear goal and customer-centric vision
- A lean and iterative approach, centred around design thinking, enabled rapid progress
Inspiring patients with Type 2 diabetes to take action
We partnered with NHS Know Diabetes team to help them deepen understanding of their users and improve access to high-value content. By optimising the user experience for diabetes patients, we could inspire them to take action when it comes to their health.
- Enhanced understanding of patient needs and behaviours
- Prioritised list of actionable UX improvements to better serve user needs
- Alignment on long-term strategy and goals for the Know Diabetes site
Redesigning the Vhi app dashboard for a better digital customer experience
We partnered with Vhi to redesign the dashboard feature of their core customer-facing app, creating a better user experience and facilitating easier access to content and features.
- New dashboard preferred by 90% of app users
- Improved user experience and usability (13% increase in SUS test scores)
- Design and development time and resource efficiencies through user research insight
How can we support you?
We support animal health organisations at every stage of the digital experience lifecycle, from understanding customer needs and defining opportunities through to design, validation and continuous improvement.
Our services include:
- Customer research and journey mapping
- Experience and omnichannel strategy
- Digital ecosystem audits
- User experience and interface design
- Portal, website and product design
- Rapid prototyping and usability testing
- Design systems and governance
- Experience measurement and optimisation
Create digital experiences your customers genuinely value
Customer understanding
We develop insights through user research to establish what customers want and convert these into actionable, practical solutions.
Connected customer journeys
We apply strategy to help you to create a future roadmap of your digital customer experience that is rooted in research and insight.
Consistent experiences at scale
We design digital products that resonate with your customers and achieve your objectives, testing to ensure effectiveness, then scaling.
Why animal health organisations need to rethink digital experience
Animal health customer journeys are becoming more complex.
A veterinary professional might discover content through an email, search for further evidence online, access a customer portal and speak to a representative before making a decision. A farmer or pet owner may move between professional guidance, digital tools, product information and third-party sources.
When those interactions are planned separately, customers are left to connect the experience themselves.
We help organisations take a more joined-up view: understanding the complete journey, identifying where effort outweighs value and deciding which improvements deserve investment.
Our approach
Start with evidence
We use customer research, behavioural data and experience evaluation to understand what is happening and why.
This helps teams move beyond internal assumptions and make more confident decisions about what to improve, build or stop.
Make value visible
We assess experiences through three practical measures:
- Relevance: does this address a genuine customer need?
- Utility: does it help someone achieve something useful?
- Usability: is it easy to understand and use?
Together, these provide a clearer view of whether an experience is likely to earn attention and support meaningful engagement.
Test before scaling
We create prototypes and test ideas with customers before significant development investment is committed.
This reduces risk, reveals opportunities earlier and gives internal teams stronger evidence for decision-making and approval.
Design for real-world delivery
Good ideas still need to work within regulatory, technical and organisational constraints.
We involve the right teams early, make trade-offs visible and design solutions that can be delivered, maintained and scaled.
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