Animal Hospital of Pleasanton

Animal Hospital of Pleasanton is a local veterinary clinic that relied heavily on phone scheduling, creating friction for pet owners and staff. I redesigned the website with a clear product goal: make appointment scheduling simple, predictable, and reliable, while reducing administrative overhead for the clinic.

The result is a scheduling-first website where content, UX, and business constraints work together as a single system.

Their old scheduling flow was clunky and unreliable. It required a log in, it asked for information that wasn't needed, and was overall a daunting process. Because of this, most clients ended up calling in for their appointments. Phone-based scheduling interrupted clinic staff throughout the day and limited appointment booking to business hours. Pet owners often waited on hold, repeated information, and lacked clarity on what would happen after scheduling.

Missed appointments and late cancellations added operational cost, with no built-in way to set expectations or require commitment.

• Reduce reliance on phone scheduling
• Collect accurate intake information upfront
• Discourage no-shows through a required deposit
• Confirm appointments clearly and reliably
• Design a system that staff could trust operationally

I treated scheduling as a product, not a form. The website establishes trust and context first, then guides users into a structured, multi-step scheduling flow that asks only for what's needed at each step.

The experience is designed to meet pet owner needs while respecting clinic constraints, handling payments and confirmations, and reducing errors like duplicate patient profiles through early client identification.

The homepage builds trust quickly through clear messaging, services overview, and prominent scheduling calls to action. The content answers common questions before users commit to booking.

The visual design balances professionalism and warmth. The goal was to feel calm and reassuring without appearing overly clinical, reflecting the emotional context of pet care.

This project reframed a small business website as a functional product. By structuring scheduling as a clear, end-to-end experience with built-in commitment and confirmation, the clinic can reduce administrative work while offering a smoother experience for pet owners.

The case study demonstrates how product thinking can improve real-world workflows, even outside traditional SaaS environments.