VetHelpline

Evolved a vet telehealth solution from a call-only option to a modern, app-based experience.

 
 

What is VetHelpline?

VetHelpline is a pet telehealth solution in an app as an added benefit for Nationwide pet insurance customers. It offers direct video-call access to vet technicians and veterinarians and includes diagnosis-to-treatment service. 

What was the problem?

VetHelpline wasn’t an app when the UX team came to the table. It was only available via phone call and a browser-based chat service. 

A practical, app-based pet telehealth solution could help users avoid going to the vet for minor issues. For Nationwide, this could greatly reduce insurance claim costs for small or potentially non-existent pet health issues.

What did I do?

I led the UX content strategy for the entire project. This included:

  • Establishing our key product messaging

  • Uncovering and mending content gaps in the app’s end-to-end flows

  • Adjusting content to align with Nationwide brand standards

What was the outcome?

Bolstering the UX content strategy for VetHelpline’s app transition was a major success. Here’s some of my work’s accomplishments:

  • Expected to save Nationwide at least $2.5M per year on pet claims

  • Registered 29,000+ users and 43,000+ pets within 5 months of launch

  • Immediately started serving about 3,000+ consultations per month

 

VetHelpline landing page

VetHelpline needed a landing page that directed users to download the app, so we delivered one. I defined the messaging for the key benefits and “How it works” sections, and this ended up being the basis for much of our marketing communications.

VetHelpline appointment-booking flow

While a third party provided the backbone to VetHelpline, it was up to me to align the app with Nationwide’s voice and tone and check that overall user experience was seamless and aligned with our customer needs.

This flow illustrates a happy path for booking a telehealth appointment.