X-Lab

The team shares how high-stakes ER conversations, emotional pressure, and financial realities shape declined care decisions in veterinary medicine. They explain why the MAP prototype was stopped, what the workflow mapping revealed, and how the work is now shifting toward a shared Spectrum of Care foundation.

Nicole and Luanne explore MAP, a new intake framework designed to help veterinary ER teams understand what clients need most before the cost conversation begins. They also share how the tool was co-designed with frontline staff, how it will fit into the workflow, and what success will look like in June tests at AVES and Mass Vet Referral Hospital.

This episode breaks down the first live pilot of a patient-status tracker across two emergency hospitals, where timely updates reduced client anxiety and cut status-seeking calls by more than half. It also digs into the operational lessons from AVES and Mass Vet, including why surgery emerged as the smarter next step for a higher-fidelity prototype.

In Episode 3 of X-Lab, Nicole and Victoria share early learning signals from the first MVP test of the Patient Status Tracker at Austin Veterinary Emergency & Specialty (AVES). In just a few minutes, they recap why the team is testing simple, stage-based SMS updates during ER visits, what they’re noticing on the floor so far, and how those updates are beginning to shape client anxiety and workflow...

Join us as we dive behind the scenes before launching our first test at Austin Vet. Discover how stage-based SMS updates aim to reduce client anxiety and ease staff interruptions by keeping everyone informed throughout the pet’s ER journey.

Discover why the Experience Innovation Lab was created to transform hospital care through small, practical experiments. Hear how frontline insights drive real-time improvements and learn about xLab's five-phase model that guides testing, refining, and launching better experiences.