Activating Customer Journey Map Insights to Enhance the Pet Owner Experience
Understanding the pet owner’s journey is crucial for veterinary practices that want to enhance customer experience, provide exceptional care, and build lasting client relationships. A leading veterinary group partnered with KS&R to uncover key touchpoints, pain points, and opportunities for improvement in the pet owner’s journey when visiting their vet clinic.
Upon completing the research, the veterinary group sought to transform insights into action. They engaged KS&R to conduct Activation Working Sessions at three regional meetings, ensuring that not only the business team, but individual practices could leverage the findings in practical and impactful ways. The goal was to bring the research to life and ideate real solutions—both at the individual practice level and in broader company-wide initiatives.
Before ideating solutions, participants immersed in the pet owner’s experience in highly interactive stations. The sessions facilitated deeper engagement through video clips, a “Meet a Pet Owner” poster summarizing key experiences, and index cards with real customer verbatim feedback.
Attendees then spent time rapidly brainstorming solutions, ranging from small, practice-level improvements to larger company investments (e.g., new technology solutions) to share and prioritize as a larger group.
Finally, attendees worked collaboratively in small groups to build out the top ideas with more detail, including details as to how it would work, why it might fail, and the value to the practice.
Insights are only valuable when they lead to action. By structuring these Activation Working Sessions, KS&R helped the veterinary group move beyond research findings to real-world implementation. Participants left the sessions with a clear understanding of why these insights mattered and how they could drive meaningful improvements in customer experience.
From simple operational changes at individual practices to broader strategic investments at the corporate level, the veterinary group gained tangible next steps that will shape the future of veterinary care and enhance the pet owner journey.
