Veterinary Clinic Design
The Context
Mars Petcare brought us in to reimagine their veterinary clinic network across the US and Canada. Traditional clinic layouts put dogs and cats through the same entry points, waiting areas, and treatment corridors. That shared space triggers anxiety before any treatment begins, and it degrades care quality for both the animals and the staff treating them.
The Challenge
The core tension: design a clinic that runs efficiently for staff while significantly reducing stress for patients who can't tell you they're in distress. That meant balancing clinical workflow requirements with evidence-based animal behaviour research, all within real constraints of real estate and cost.
The Approach
We conducted the service and spatial design process, starting with staff interviews and clinical observation across existing locations. We mounted cameras on specialty harnesses to capture the patient experience first-hand, identifying stress points from the animal's perspective. That footage directly shaped blueprints featuring species-separated entry and waiting zones, dedicated treatment pathways, and optimised staff workflows.
Key Design Decisions
Species-Separated Pathways
Distinct entry points, waiting zones, and treatment corridors for dogs and cats. Cross-species scent and sound, the main source of pre-treatment anxiety, eliminated by design.
Navigational Clarity
Signage and wayfinding designed to reduce owner uncertainty at arrival. A calm owner produces a calmer patient.
End-of-Life Suites
Fully insulated, sound and odour-resistant private spaces for end-of-life consultations. Designed with dignity for the pet and the family.
Evidence-Based Interiors
Lighting, colour temperature, materials, and furniture specified from animal behaviour research and validated through first-person patient observation.
The Outcome
The design framework gave Mars Petcare a scalable blueprint for new and refurbished clinics across North America.
- Animal stress indicators measurably reduced across canine and feline patient groups.
- Staff reported clearer workflows and fewer cross-species conflicts during intake and treatment.
- Scalable blueprint delivered for new builds and refurbishments across the US and Canada.
- Client described the approach as eye-opening in how it reframed patient experience and clarified operations.