What Is

In advance desk research was carried out, exit polls were taken at pet shops, and two co-creation sessions with pet owners took place.

Validation:

• owners need more personal guidance, with more empathy for the person
• the threshold to traditional services (veterinarian, behavioral therapist) is experienced as high

What If

What if we could offer all services for pet owners in a retail environment, with a low threshold, and high customer service? Supported both online and offline?

Validation:

• survey of 300 existing customers with 35% very positive response, above the target of 16% possible early adopters

What Wows

In the first Proof Of Concept, a Pet Health Center was built on 250 m2 in the Garden Center Eurotuin in Merelbeke.

Validation:

• After one year the NPS (editor: ambassador value or Net Promoter Score) was already at 84/100 and the recommendation on social media at 4.8 / 5

What Works

The further roll-out to multiple locations is foreseen.

At the moment there are many awakenings to digital outsourcing with its timeline for skin owners and a subscription service for both services and products.