Strengthening Veterinary Relationships in Partnership with PetLink

Pandemic

context

Mobile-first

community

Veterinary

audience

Pandemic

context

Mobile-first

community

Veterinary

audience

The challenge

Navigating industry pressure during the pandemic

During the peak of the pandemic, PetLink wanted to understand how veterinary professionals, including vets, technicians, and clinic managers, were adapting to intense operational pressures. The goal of our partnership was to identify new ways for the brand to add genuine value to practices. We focused on exploring current perceptions of PetLink and testing new communication ideas and services that would resonate during a period of high stress.

Industry

Veterinary, pet health

Solution

Identity and value

Format

Mobile-first community

Participants

Vets, technicians, clinic managers

Methods

Low-friction interactive tasks

The approach

Interactive engagement with a time-poor audience

Recognising that veterinary professionals were under significant time constraints, we used our community platform to offer a low-friction, highly interactive engagement model.

Mobile-first flexibility

We hosted a five-day online community that allowed participants to engage on their own devices during breaks or outside of clinic hours.

Focused qualitative insight

Participants shared first-hand experiences of working during the pandemic, giving us a live view of how the sector was evolving.

Agile concept evaluation

Professionals reacted to and refined new communication concepts, providing clear feedback on which tools and messages would genuinely support their day-to-day work.

The result

Ideas that genuinely help, not add noise

The research provided PetLink with a sharper understanding of their audience's changing priorities. By gathering these actionable insights, they were able to refine their communications and deliver more meaningful support and services to veterinary practices when they needed it most.