Vet Search Functionality

Background

THE GOAL: Enhance the vet search experience to make it easier for customers to find their veterinarians.

Focus on improving bottom-of-the-funnel metrics, such as the Checkout Completion Rate, which was 36% for the week of June 1 and 73% across the total site. The lower rate for pet pharmacy items may be attributed to the recent addition of pet and vet information on the checkout page, which includes vet search functionality.

• To address this, consider implementing the following improvements:

  • Display search results in alphabetical order.

  • Show more than 10 results per page.

  • Inform customers on the account page that they can manually add one during checkout if their vet is not found in the search.

• Between January and March 2024, the percentage of golden records (records from the vet database) was 32%. This improved to 55% from April to June 2024 due to the expansion of the vet database in Q1, which increased our prescriber count from approximately 15K to 120K. Despite this progress, there is still an opportunity to reduce the number of manually added vets, which currently stands at about 42%.

• Previous work on the Vet Search feature, completed in 2022 (scope available here: Confluence Link), displayed vet search results randomly. Future enhancements should focus on organizing search results to improve discoverability and ease of use for customers.

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