Bettervet

The Challenge
BetterVet, the leading mobile veterinary provider in the U.S., had built a suite of digital products to offer mobile veterinary care and telehealth services. However, user engagement was low—most pet owners used the app only once or twice a year, which was expected but problematic for retention. The platform also struggled with customer loyalty, low booking frequency, and a high churn rate within the booking flows. Something had to change to create a more engaging and effective experience.

The Solution
Through extensive research and user discovery, we uncovered a core issue: the existing experience didn’t create a strong emotional connection between pet owners and the platform. To solve this, we reimagined BetterVet’s digital ecosystem from the ground up, placing pets at the core of the experience.

• A Full Rebrand & Product Redesign – We redefined the brand and restructured the platform with an intuitive, pet-centric design that made interactions more engaging and personal.
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• Increased Engagement & Frequency – By creating features that kept pet owners connected to the app beyond vet visits, we encouraged more frequent usage and deeper engagement.
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• Optimized Booking Flows – A complete revamp of the booking process led to a 3x increase in conversion rates, reducing churn and making appointment scheduling seamless.
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• Subscription Model Integration – By aligning user needs with ongoing care benefits, we successfully converted 50% of new users into subscribers, significantly improving retention and revenue.

The Results
BetterVet evolved from a service-based app into a dynamic, loyalty-driven platform. Pet owners were now more engaged, using the app more frequently and booking more services. With a redesigned experience centered around their pets, BetterVet not only improved retention and conversion but also solidified its position as the go-to mobile veterinary provider in the industry.

This transformation played a key role in BetterVet’s success, ultimately leading to its acquisition by The Vets—proof that a user-first approach to design and strategy can drive both business growth and customer satisfaction.

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