Pets at Home
Defining the best pet care experience in the world
Alongside an extensive rebrand, we worked with Pets at Home, to define what the best care experience in the world looks like. First up: elevating the expertise of Vets for Pets and Pets Groomers, seamlessly connecting through to the Pets at Home retail offer creating the ultimate one-stop shop. Our approach started with imagining the experience from every seat, perch and basket understanding the needs of all pets, parents and vets: and the response from all was phenomenal.
We built a framework to capture the pet care extremes on a spectrum; the heart-melting joy of pet ownership on one end and on the other, the trusted expertise and dedication of vets. This translated into a flexible, hug-inspired design language that guided every design decision. Starting with the warmest pet reception where separate check-in podiums encourage human to pet interactions whilst minimising canine-feline encounters.
"Working alongside Household to translate this has been so rewarding, and the reaction we’ve received so far has been brilliant.”
— Cath Ryan, Head of Brand, Pets at Home
Making pets feel right at home.
The dog lounge emulates time spent outdoors with your pet, drawing inspiration from park benches with seating built around trees. This arrangement discourages direct eye contact between dogs, creating a calmer environment for all.
Meanwhile, the cat lounge focuses on privacy. Cocoon-like modules provide dedicated spaces for cats, physically and visually separated from their canine counterparts. Shoulder-height shelves mimic the observation that cats love to prowl the back of our sofas at home, offering them a familiar perch and reducing stress by allowing them to be high up.
With Vets for Pets going for gold standard accreditation, our design needed to deliver on many levels. We brought clinical expertise to the fore, empowering pet parents to be the best they can be. Conveniently locating ‘vet approved’ retail and digitised seasonal health advice in the pet lounges. The addition of 24hr care meant warmth and reassurance was needed more than ever, particularly for the most difficult conversations. By introducing domestic cues and holding ourselves to the highest hygiene, sustainability, pet-proof material standards throughout — we changed the game for veterinary care.
"The Household Team understood the needs of the business, and were able to translate the variable emotions into the spaces needed. I am now the proud owner of the most beautiful veterinary practice in the UK”
— Keith Leonard, Veterinary Surgeon & Practice Owner