01 · THE CHALLENGEWhat the practice was facing.
Ian Stroud is not new to opening practices. He set up his first in 2010. Pet People is something else, though: his most ambitious project to date, a brand-new practice built around a clear idea of the kind of experience he wanted for his clients, his patients and his team.
Most IT only gets involved once the building is nearly finished, fitting technology around decisions that have already been made. Ian wanted to do it the other way round. He came to us several months before Pet People opened, so the systems, the processes and the whole customer journey could be planned together, from the ground up, rather than changed afterwards.
That meant getting the foundations right before a single client walked in: how the team would log in, how the practice would stay online, how everyone would communicate, and how it would all keep working as Pet People grew to a second site.