CVS Veterinary Referrals
Consultant UX Architect | Vetinary Healthcare | 2026, 3 months
CVS Referrals provides some of the UK's and Ireland's largest and most advanced specialist veterinary referral centres, supporting referring vets and pet owners across a wide range of specialist services.
The challenge
Consolidate multiple specialist referral centres into one unified digital experience. The website needed to primarily support referring vets in finding specialist services and making referrals, while also giving pet owners clear, reassuring information. The challenge was creating a scalable information architecture that could bring multiple centres, services and audiences together while meeting business, technical and regulatory requirements.
My approach
01 | Understand
Reviewed existing referral centre websites, competitor experiences and key user journeys, alongside stakeholder and business requirements. I co-facilitated a stakeholder workshop to identify pain points, requirements and opportunities for the new experience.
02 | Structure
Developed the information architecture and key user journeys, restructuring navigation and content around the needs of referring vets and pet owners. The proposed architecture was validated with stakeholders before moving into design.
03 | Wireframe
Created responsive desktop and mobile wireframes across two design sprints, exploring key page types, navigation, content hierarchy and referral journeys. Each sprint was reviewed and refined with stakeholders through to sign-off.
04 | Collaborate
Worked closely with the wider UI design and development teams to ensure the approved UX architecture and wireframes were carried through into the final designs and implementation.
Outcome
The project established a unified, scalable UX architecture for bringing multiple CVS specialist referral centres together. The validated information architecture and responsive wireframes provided a clear foundation for designing and developing the new experience, with dedicated pathways for referring vets and pet owners.
"Fi led the User Experience work on 3 separate projects for CVS Vets referrals, Tide Banking and Warwick Acoustics from reviewing and restructuring the information architecture to designing clear, user-centred wireframes. She brought structure and clarity to complex products, her work was grounded in research, best practice, and a strong understanding of both user and business needs. A highly capable UX professional, a pleasure to work with, and an asset to any team! Would happily recommend."
Mike Etheridge
Co-founder, Wreel Agency
Need a hand understanding your users?
info@designbyfi.com
Bourg-Saint-Maurice, France, 73700
© 2026 by fiona patuck.