Silvia Grossmann
© Silvia Grossmann

Enterprise Software


MARS VETERINARY CARE


Challenge: How to optimize complex, multi-hospital appointment scheduling workflows to maximize clinic efficiency and reduce stress for veterinary staff.

APPOINTMENT SCHEDULER – DESIGN EVOLUTION

Final Design – The redesign of appointment scheduling led to a 30% decrease in scheduling time. Scroll to see the old design we improved upon.

Documentation for handoff.

Previous design.

PROBLEM

Mars Veterinary Care’s proprietary software featured a fragmented, legacy scheduling system that created significant operational friction. Clinic staff across multiple global hospitals were bogged down by manual, multi-step booking workflows, which slowed down check-ins, increased administrative overhead, and ultimately led to longer wait times for pet owners.


SOLUTION

A complete UX redesign of the Scheduling & Appointment Division that centralizes and streamlines core workflows. By simplifying interface hierarchies, introducing data-rich hover states for quick-glance details, and standardizing common user interactions, the intuitive new design eliminates unnecessary friction—successfully reducing appointment scheduling time by 30% worldwide.


ROLE

Product & UX Designer, User Interface Designer, Interaction Designer


ROLE

Enterprise software redesign, cross-hospital global deployment, workflow automation.


IMPROVEMENTS

The final design solved the problem of showing events simultaneously to appointments, as well as the challenge of accommodating multiple online appointments per hour. In addition, a graphic element now displays how many appointments slots were available and how many were filled, under each Doctor's profile. These improvements led to a 30% decrease in scheduling time over the medium term.

SCHEDULE SETUP – DESIGN EVOLUTION

This revision reduced eye fatigue and improved appointment intake time by 30% over a six-month period. Scroll to see the old design we improved upon.


IMPROVEMENTS

The Schedule Setup Monthly View revision was enhanced to feature both appointment type blocks as well as events per day, at a glance. By improving on contrast, using bold colors to designate appointment types, as well as indicating with iconography whether the owner would be present at the appointment, or if it would be a drop-off or whether it would be an online appointment.


CALENDAR – DESIGN EVOLUTION

A larger, information-rich calendar shortened appointment scheduling times at call centers worldwide. Scroll to see the old design we improved upon.

IMPROVEMENTS

VCA's calendar component needed a way to show, at a glance, whether appointments were available in the morning or afternoon, as well as date range recommendations for follow-up appointments. A bonus feature was its expandable/ collapsable capability that can display weekly as well as monthly views. Please scroll to the right to view its evolution and specifications.

BOOK APPOINTMENT – DESIGN EVOLUTION

A scheduling pop-up sheet pre-filled with pre-filled patient and Doctor recommendation data, providing an at-a-glance appointment date availability, time and Doctor choices.


FEATURES

An evolution from an earlier design, the new ,e Book Appointment Popup included the choice of Doctor and Date/Time within the timeframe recommended by the Doctor and featuring choices optimized for fast booking. Please scroll to the right to view its evolution and specifications.

SET SCHEDULE/EVENT SIDESHEET – DESIGN EVOLUTION

A scheduling pop-up sheet allowed the scheduler to see the number of total target appointments for a shift, the addition of multiple appointments for the same pet owner (with several pets) in one time slot, and a history view for that appointment.


IMPROVEMENTS

The final design solved the problem of closing the sidesheet by removing the buttons from the header, as well as the challenge of adding a second appointment type for the same time allocation; second time allocation from the same shift, and designating target appointments and non-working hours per shift. Please scroll to the right to view its evolution and specifications.