CS-03 · Supply chain · Health
Cencora Veterinary Supply Chain
MWI Animal Health, part of Cencora, provides veterinary practice management through Merlin, its flagship SaaS platform. As Lead Product Designer I led the end to end redesign of Merlin, built a scalable design system, and optimised the MWI Pet App across desktop and mobile, bridging veterinarians, pet owners and support services.
The challenge
- Merlin’s legacy UI was cluttered and unintuitive, slowing clinic workflows around scheduling, medical records and inventory.
- Inconsistencies across MWI’s products created design debt and longer development cycles, with no unified design language.
- Payments and customer support were not seamless, and the pet owner experience was inconsistent across mobile and desktop.
Research & discovery
- Interviewed vets, clinic admins and pet owners to uncover pain points.
- Ran heuristic analysis of Merlin and the MWI Pet App and benchmarked other veterinary SaaS platforms.
- Tested wireframes and prototypes iteratively to validate improvements.
Redesigning Merlin
Problem. Outdated UI and inefficient workflows for vets.
A modern, streamlined interface: a revamped dashboard prioritising appointments, patient history and billing, one click scheduling with pet details auto filled, a quick view medical records panel, and a real time inventory view.
- 62 to 89 Usability score
- 40% Faster scheduling
A design system from scratch
Problem. No scalable, reusable design framework.
A unified design system with standardised components, an accessibility first WCAG 2.1 approach, and patterns scalable across Merlin, the MWI Pet App and support tools.
- 50% Faster design to development
Payments and customer support
Problem. Clinics needed a frictionless way to accept payments and handle queries.
A modern, secure checkout for clinics and pet owners with multiple payment methods and automated invoicing, plus an in app support centre with AI chatbots and live vet support.
- +30% Online payment adoption
- 25% Faster support response
Optimising the MWI Pet App
Problem. Inconsistent experience for pet owners and vet clinics.
A responsive, mobile first app with a revamped pet owner dashboard for booking, refills and reminders, faster navigation and larger tap targets, and real time updates for vet clinics.
- +35% App adoption
- +20% Session engagement
Outcomes
- 62 to 89 Usability score
- 50% Faster design to dev
- +35% App adoption
- +30% Payment adoption
A cleaner, consistent system sped up clinic workflows and gave pet owners real control over appointments, prescriptions and payments.