Overview
Legacy software was slowing down pet care
Their operations were dependent on an outdated software system, Petware, which was not only visually antiquated but also lacked the functionalities required for efficient clinic management. This inefficiency became a stumbling block in their expansion strategy, particularly when it came to onboarding new clinics into their network.
Services
Challenges
The primary challenge was to overhaul Petware, a system deeply ingrained in Banfield's daily operations. The system's outdated nature made it difficult for Banfield to persuade potential clinic acquisitions about the benefits of joining their network. Furthermore, the vast diversity in the types of clinics within their network—from small Petco stands to fully-fledged animal hospitals—presented unique operational challenges that needed to be addressed through the software overhaul.
Mapping user journeys for Banfield
User personas developed during Banfield discovery phase
What we saw upon first engaging Banfield
DOOR3 conducted a comprehensive audit of Petware to identify its shortcomings, followed by a deep dive into the various clinic operations through extensive user research. This process was critical in understanding the specific needs of different clinic types and staff roles. Despite the initial proposal seeming like a UX overhaul, it quickly evolved into a significant redevelopment project, addressing both front-end and back-end components while keeping the existing database to avoid disrupting other dependent systems.
The redevelopment was a collaborative effort between Banfield's internal teams and our experts, who led the charge in UX design and front-end development. This partnership was crucial in modernizing the system without losing sight of the unique needs of the veterinary hospital environment. Our involvement spanned from auditing to design and development, culminating in a product that revolutionized Banfield's operational capabilities.
Banfield’s outdated Petware software before and after
The launch of the revamped Petware system was met with overwhelming approval from Banfield's staff, demonstrated by a standing ovation during its presentation at their annual conference.
The new system streamlined operations across Banfield's extensive network, accommodating the diverse requirements of their various clinic types and significantly improving the user experience for staff.
Post-launch, Banfield was able to accelerate its expansion, nearly doubling its network of hospitals. The system's flexibility and improved user experience played a critical role in facilitating this growth, easing the integration of new clinics into the Banfield ecosystem.
The project's success not only solidified Banfield's position as a leader in veterinary care but also set a new standard for software within the industry, showcasing the transformative power of digital solutions in healthcare settings.
Reactions to our Petware overhaul
The thoughtful reimagining of an outdated system
The Banfield project illustrates how outdated systems, when thoughtfully reimagined, can significantly enhance operational efficiency and scalability. Through close collaboration and a deep understanding of the client's unique challenges, we delivered a solution that not only met but exceeded Banfield's objectives, paving the way for their continued growth and success in providing top-notch veterinary care.
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