Veterinary Clinic Design
- 2
- US + Canada
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
Separate entry points and corridors for dogs and cats remove the cross-species scent and sound behind most pre-treatment anxiety.
Navigational Clarity
Signage and wayfinding calm owners on arrival, since a calm owner makes a calmer patient.
End-of-Life Suites
Insulated, private rooms give end-of-life consultations dignity for the pet and the family.
Evidence-Based Interiors
Lighting, colour, and materials specified from animal behaviour research and validated on-site.
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.