Introduction

I developed user journeys, wayfinding systems, retail spaces and digital touchpoints for PDSA’s new 2.4M flagship pet hospital in Manchester. The hospital was the first of it's kind to focus on pet wellbeing and educating owners on how to look after their pets in the best way. It was also the first PDSA hospital to feature a dedicated retail space.

Innovations

By intensely researching various user journeys, we were able to create key points of difference within the hospital to improve efficiency and the overall experience.

Signage was raised off the floor for easier sight-lines and to make the waiting area easier to clean.

We redesigned PDSA's suite of printed materials to work on vertical and horizontal screens positioned throughout the hospital. In total I helped construct over an hour of motion graphics conveying messaging about PDSA's history, key pet care facts and ways for pet owners to engage.

Weighing pets was previously done by the vet during the consultation process, but by placing the scales in the waiting room, we managed to increase the effective time of each veterinary consultation by 10-15%.

Conclusion

The new design for the PDSA pet hospital provided a solid groundwork which allowed PDSA to push forward and refresh their communications, their charity shops, their social media channels and their brand offering.