OPS: Market Selection Workstream Update: May 26 - Jun 06, 2025
Workstream Lead: Brent Trinacty
What key Decisions Were Made?
MN Market Planning
Working thru site communication strategy for MN. Determining dates for total team meeting and align on how we want to reach out to Flagship site.
Talk Track Completed Finalized talk track messaging content and timeline.
Workstream Status?
Overall
Summary
HEALTHY
Minnesota communication strategy is on track for mid-July completion DLs progressing through 3rd market assessment materials with finalization of the 3rd and 4th markets expected by early July. M&A integration implications are under discussion. Messaging strategy / talk track is complete with materials created a launch plan set for 6/18 (DL fireside), 6/20 (ATC Huddle) & 7/31 Community Call.
New Questions / Discussion Items
Messaging [Open item]
Determine Garden messaging strategy for upcoming key meetings (e.g. GP NA meeting)
M&A Strategy Understand with Biz Dev if M&A strategy moves locations directly into PetOne
PIMS Delay RISK
Indefinite PIMS launch delays in the NY market may create downstream impacts on the digital client experience. This risk requires further investigation to assess potential disruption and mitigation strategies.
Workstream Components / Milestones
Determine 3rd market for Garden Launch
Market Ways of Working
Launch Talk Track
Staffing needs for ongoing auditing of Garden site performance on client experience and medical standards.
Brent In-Progress 7/18/25
Brent Pending / Future Step 06/13/25
Amanda & Brent In-Progress 6/18 – 7/31
Brent/Sandra New
Initial Garden team discussion occurred; working with VPs on selection ideas post MT
Discussion item for June working group mtg Item: define and implement clear WoW between flagship and endorsed locations on referrals, etc.
Messaging strategy / talk track is complete with materials created a launch plan set for 6/18 (DL fireside), 6/20 (ATC Huddle) then 7/31 Community Call.
Need better understanding of client experience examples/training so we can think about who will be best positioned to do the audits (ex: what can current FLT do?
Marketing Workstream Update: May 26 - Jun 06, 2025
Workstream Lead: Sarah Ostendorf
What key Decisions Were
Finalizing
Flagship Guidelines
Made?
Flagship guidelines are complete, final step is getting approved renderings into the final guidelines.
Workstream Status? Overall
Summary In the final stages of all environment work – gathering feedback from all stakeholders on final edits.
New Questions /
Discussion
Items – N/A this week
Workstream Components / Milestones
Updates provided on Milestones
Medical Workstream Update: May 26 - Jun 06, 2025
Workstream Lead: Sandra Faeh
What key Decisions Were Made? – n/a this week
Workstream Status?
Overall
No Progress or Updates this Week
Summary No updates this week. Awaiting response from Category Management on the Fear Free contract. Other workstream items are on hold pending the start of the new hire.
New Questions / Discussion Items – n/a this week
Workstream Components / Milestones – No progress or changes this week
Fear Free Costing
What to Expect: K9 Content
What to Expect: FE Content
What to Expect: Visuals & marketing development
What to Expect: Fold into digital experience
At Home Euthanasia
White Board: Define needs & use--discuss with PIMS team
Amanda In-Progress 6/15/2025
Pending response from Category Management
Sandra Future Step 08/30/25 Waiting for new hire
Sandra Future Step 09/30/25 Waiting for new hire
Adrian Future Step 10/31/25 Waiting for new hire
Sandra-Mark Future Step Hold Waiting for new hire
Beth N Future Step Hold
Sandra BLOCKED Blocked
Urgent Care Availability & Appropriate Record Handling Faeh/Fornari New
Client Follow-Up--Post Injury or Referral Faeh/Fornari New
Dual / alternate pet ownership permission guidance / implications Faeh/Walpole New
Working with David /folding into EOL workstream
Had a meeting with the PIMS team, although they do plan on creating a whiteboard it won't be ready anytime soon. The NY team is aware and working through alternatives with Dr. Berk.
End of Life (EOL) Workstream Update: May 26 - Jun 06, 2025
Workstream Lead: David Brooks
What key Decisions Were Made?
CSAT Metric
PACE discussion
Will be keeping data collection to be qualitative. Pilot clinics are keeping track of pet parents willing to share feedback, per advice of steering team Process alignment
Both pilot clinics aligned to materials, ashes delivery method.
Workstream Status?
Overall Healthy
Summary
Canadian pilot fully underway with early learnings being gathered 9 initial training survey responses received. The qualitative learning plan is now finalized. The Canadian pilot is active for 60 days per location, with insights to inform the U.S. implementation package.
New Questions / Discussion Items – n/a this week
Workstream Components / Milestones
Prepare KPIs and tracking for Pilot (CAN)
Comfort room modifications
Align Hospital SOC & experience with MAB SOC
Pilot live (60 days)
Prepare US implementation package
Sympathy card inclusion
David In-Progress 6/1 & Ongoing
David In-Progress 6/15/25
David In-Progress 6/15/25
David In-Progress 5/15 - 6/30/25
9 responses to initial training survey so far; finalized qualitative learning plan
Progress underway; targeting 6/15 completion.
Med Ops Engaged Targeting 6/15 completion
David Future Step 7/1 - 9/30/25 Not started but will be ready in ample time for new US timeline
David Future Step 7/15/25 Not started, targeting July completion
Real Estate: May 26 - Jun 06, 2025
Workstream Lead: Brad Radlinski
What key
Decisions
Were Made? – n/a this week
Workstream Status?
Overall No Update Received this Week Summary
Workstream Components / Milestones – n/a this week
Renderings of space continue to be developed for Ops and leadership approval In-Progress
Lobby Redesign alignment on physical environment & branding In-Progress 6/10/25
Endorsed Environment Identity In-Progress 6/11/2 025
5/23 Receive 1st round from GD – Mkt/GD5/28 Receive 1st round from GD – Mkt/GD 6/2 Receive 2nd round from GD – Mkt/GD
6/5 Review with Garden team – Mkt/Garden 6/11 Approval of Endorsed Environment – Janine
Semiweekly calls with RE, architect, DL, and HM occurring to finalize Southview design. Ongoing 06/30/2 5 Project is in for permit
Endorsed Design Finalized
Flagship and Endorsed Signage Strategy In-Progress 06/16/2 5
Design drawings are in-progress and running parallel. 6/30 Translate to Endorsed Sites – RE 7/15 Approval of Each Endorsed Site – Janine/Sarah/Elliot
5/16 Signage Strategy Recommendation – Mkt/GD 5/23 Review with Garden Team or subset – Mkt/Garden Team 6/2 Finalized Signage Strategy – Mkt/GD 6/16 Approval of Signage Strategy – Janine
Community Engagement Workstream Update: May 26 - Jun 06, 2025
Workstream Lead: Sarah Ostendorf & Alison Maas
What key Decisions Were Made? – n/a this week
Workstream Status?
Overall
Summary
HEALTHY
Several changes have been made since the last status. 1) Removal of the Creation & Implementation component. This will be executed by the community role within the hospital and not by the support center team. 2) The due date for the handbook has been extended to August to align with the L&D timeline for training plan for this role.
New Questions / Discussion Items – n/a this week
Workstream Components / Milestones COMPONENT
Define success KPI's per activity and reporting Pending / Future Step TBD
Develop a handbook and best practices for executing engagement programs
On-Track / InProgress 8/15/2025 (from 6/30/25)
Hiring and training for role On-Track / InProgress 10/1/25
Connect with EOL for Grief Group Pending / Future Step 7/15/25
This will be baked into the handbook. I’m not sure if I should keep it a separate line item but I’m happy to leave it here for the time being.
Moving out the due date for this based on the L&D intake timing for this guide. They have slated work to build out the training package of this role for September. I have time with Sarah, Adrian and Hannah set for late July to review the handbook and ensure it’s ready for delivery to L&D.
Alison & David connecting 6/18
Digital Workstream Update: May 26 - Jun 06, 2025
Workstream Lead: Mark D’Andrea
What key Decisions Were Made?
– n/a this week
Workstream Status?
Overall
SUMMARY
HEALTHY
Rough initial designs for new client onboarding were created as we worked to finalize the list of questions a pet parent profile should include and how we’ll use the data. Design strategy discussions for PetOne endorsed locations have begun. We’ve outlined key components for the pre- and post-visit experience and will be building out details in the weeks to come.
New Questions / Discussion Items
Secondary Pet Parent
Need to formalize how we want to use secondary pet parent information; i.e., simply for emergency contacts or does this person have visibility into all pet info and appointments? Discussing with legal and medical to work through various scenarios and potential risks.
Workstream Components / Milestones
Brand UI/UX Design
Complete 5/30/2025
PetOne design for endorsed locations In-Progress 8/1/2025 Design strategy discussions underway.
Build PetOne.com
Re-Skin Mobile App + Client Portal
Future Step 07/31/25
CMS chosen, development resources are now being lined up and we anticipate a late June start.
Future Step 12/19/2025 Work slated to start in Q4
Experience Redesign: New Client Onboarding In-Progress 7/3/25
PIMS mapping Future Step
Visit Template triggers Off-Track 05/30/25
Experience Redesign: Booking with Vetcove In-Progress 7/15/2025
Experience Redesign: Pre & Post-Visit Experience In-Progress
Initial designs for new client onboarding have been created
Once new client data capture list is finalized, mapping between VCCM and CIO will occur.
Postponed while we refined scope, strategy and design for new client onboarding. Draft triggers ready for review with Steerco and should have wrapped up by end of June.
Initial booking designs created and will continue into the next two-week period to help inform the development.
Outlined key components to the pre and postvisit experience and comms, such as a “what to expect during your visit”, highlighting affordability options, etc. Design and development will commence after new client onboarding.
HR & Training: May 26 - Jun 06, 2025
Workstream Lead: Julie Dunn
What key Decisions Were Made?
Creating Training Hub Working group formed to centralize PetOne training in Rise 360 under “Pet One: New Team Member Training.”
Role-Based Training Lists Departments to submit training lists by June 17; content being developed per role.
HM Working Group Formed 3 high-performing HMs engaged to support go-live readiness.
Build Lead Assigned James Norwood leading Rise 360 buildout with guidance on structure and flow.
Workstream Status?
Overall Slowly Moving to Healthy
Summary
A centralized working group is developing PetOne training in Rise 360, with departmental role-based training lists due by June 17. Excellence training and new CSR tasks are in progress. A dedicated HM group was formed to support go-live, and James Norwood is leading the Rise 360 build.
Workstream Components / Milestones → to be revised next report; this area is focus of next week’s PACE team meeting