IVC Evidensia is one of the largest veterinary groups in the world, with 1,000+ practices across the UK and Europe. Their network ranges from local first-opinion practices to specialist referral hospitals.

Over time, their practice website template had become bloated and confusing. Pages were added for niche tasks that only a handful of clients needed, burying the core Jobs To Be Done (JTBD). As a result, pet owners found it harder to carry out simple tasks like registering a new pet, booking an appointment, or understanding the costs of care.

We set out to design a clear, reassuring experience for new pet owners - helping them quickly understand:

What to do next?

How much will it cost?

How to get started with their local practice?

At the same time, we wanted to make the registration process painless for new clients, while ensuring existing clients could easily access the information and actions they needed - without wading through clutter.

Simplified the site structure: cut through the noise, removed unnecessary pages, and kept only what mattered to the majority of pet owners

Built a scalable design system: allowed 1,000+ practices to apply their own branding and colour themes, while maintaining a consistent, polished look across the group

Optimised for trust and reassurance: designed pages to feel warm, clear, and client-friendly

Homepage · Get Care · About Us · Services & Pricing · Contact · Book an Appointment · Registration Process

The redesign had an immediate impact:

Phone calls to practices dropped (the intended outcome), freeing staff to focus on welcoming clients in person

Practices gained more clients through the door, supported by a streamlined, user-friendly website

This project was both challenging and rewarding - balancing simplicity for pet owners with flexibility for thousands of practices.