Case Study
Revelation Pets
A hypothetical case study on medical record sharing and collaboration between dog boarding facilities and veterinarians.
This case study is more centered around Product Management based on my own experiences as a kennel owner
CONTEXT
Gathering, storing, and maintaining medical records
Collecting vaccine and medical records for dogs is time consuming and cumbersome for both kennel owners, pet parents and vet offices. Failure to coordinate between the three different parties can lead to delays in getting the required documents and result in last minute cancellations. The process can include up to four interactions between the three parties.
In this case study I aim to determine a simplified process for gathering, storing, and maintaining medical records at boarding facilities.
HYPOTHESIS
If Revelation Pets adds an integrated, permission-based veterinary records and care-notes exchange with vet clinics, then boarding/daycare businesses will reduce booking time, check-in time and medical errors while increasing repeat bookings and customer satisfaction.
THE MARKET
Pet Service in the United States
The global pet boarding services market has an expected compounded annual growth rate of 8.59% from 2025 to 2030 with the North American market holding the largest revenue share at 48% of the global market in 2024.
Sources: Grand View Research
Rev Pets
Available Integrations
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Payments and Accounting
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Communications and Marketing
Gingr
Available Integrations
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Payments and Accounting
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Communications and Marketing
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Operational Tools
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Employee Training
Goose
Available Integrations
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Payments and Accounting
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Communications and Marketing
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Operational Tools
Time to Pet
Available Integrations
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Payments and Accounting
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Communication and Marketing
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Operational Tools
Pet Services Booking Software
THE AUDIENCE
Who is impacted?
There is a wide scope of personas between the kennel owners, vet office employees, and pet parents.
Kennel Owners
Ages: Millenial and Gen X
business owners - late 20s- 50s
Attitudes: Entrepreneurial type
owner/operators of pet boarding
and daycare facilities. Small
business owners interested in
improving operational efficiencies.
Personas:
- Professionals
- Parents
- Mostly female
- Animal Advocates
Pet Parents
Ages: Millenials and Gen Z - 50%
Gen X and Baby Boomers - 50%
Attitudes: Younger owners need
care for work travel and entertainment
Older owners utilize boarding
for travel or specific care with
a strong preference for brand
quality
Personas:
- Busy Professionals
- Parents
- Elderly
- Travelers
Vet Office Receptionist
Ages: Predominantly 20-29 years
Attitudes: Gaining entry level
experience in the clinical
environment before potentially
becoming vet assistants or
technicians
Personas:
- 85% Female
- Inexperienced
- Animal Advocates
USER INSIGHTS
What are the pain points with the current process?
Businesses need to operate efficiently
The process of going back and forth with the customer to obtain vaccine records is inefficient and takes away from other work.
Clear documentation needs to be kept on file
Proof of vaccinations need to be kept on file and available for review during inspections. Customers often send blurry, unreadable, and improperly cropped photocopies.
Cancellations lead to lost revenue
If customers are not able to provide a copy of the required vaccination records appointments must be cancelled until they can be obtained.
USER JOURNEY
How do these individuals interact?
Multiple interactions between the customer, boarding facility, and vet office are required to complete the process of gathering, storing and maintaining vaccination records.
THE GOAL
Reduce administrative overhead for kennel owners by 2-5 hours per week by introducing an integrated, permission-based veterinary records and care-notes exchange with vet clinics.
FEATURE PRIORITIZATION AND MVP DEFINITION
What should be included in the MVP?
For a successful pilot to be run of Vet Integrations, the following user stories are required to build.
As a Rev Pets user, I want to add an email address to my vet records, so that I can generate an automated email requesting vaccine records.
A field does not currently exist in the vet directory in Rev Pets for email addresses. Email is the main way vaccine records are sent from vets to boarding facilities. This is required if requests for vaccines need to be sent to vets.
As a Rev Pets user, I want to automate the reminder email requesting vaccine records to vets, so that I can receive the records promptly.
Automated emails should be generated proactively to request updated vaccine records.
As a Rev Pets user, I want the vaccine records sent from vets to be automatically uploaded to the customers pet file, so that records are maintained in accordance with local laws.
By automatically uploading the files sent from vets to the customers pet profile we can ensure the proper and complete vaccine records are kept on file.
As a Rev Pets user, I want to be notified when new vet records are automatically uploaded to a pet profile, so that vaccine expiration dates can be updated in the system based on the information provided.
With clear, readable records on file users can quickly update expiration dates in the system. Although this will ideally be automated in the future a significant amount of time is still saved with the automation of the previous steps in the process.