Empowering Veterinary Clinics through Technology
Ying Chen, Global Chief Product Officer at Covetrus, is dedicated to harnessing technology to drive better business and clinical outcomes for the veterinary industry. With over 20 years of experience in product management, product marketing, and strategy in the B2B software industry, Ying brings a wealth of knowledge to her role.
Customizing Frameworks for a Broader View
Ying emphasizes the importance of taking a holistic approach to customer feedback and leveraging technology to drive efficiency and build strong relationships with pet parents. She believes in customizing frameworks to get a broader view of the competitive ecosystem, combining methodologies like Jobs-to-be-Done and Lean Canvas to connect product-market fit with aspirational goals.
The Power of AI in Pet Care
Ying is excited about the potential of artificial intelligence (AI) to transform pet care. At Covetrus, AI is being used to improve pet parent compliance, particularly with prescription management. The company is also exploring the use of conversational AI to help veterinary practices better manage their schedules for appointments and surgeries.
Understanding the Market Landscape
To understand the market landscape, Ying uses a hybrid approach that combines Porter’s Five Forces with Jobs-to-be-Done. This involves taking a broad view of the ecosystem, considering how the organization is completing all the Jobs-to-be-Done, identifying known players, and looking at adjacent players who have the potential to move into the market.
Gathering Feedback through Embedding
Ying believes that customer feedback is crucial, but it’s equally important to differentiate how we think about it. At Covetrus, they offer the opportunity to submit feedback directly through their product platforms, but they also rely heavily on “embedding” – spending time inside animal health practices to see firsthand how veterinarians, vet technicians, and other staff are using their software products.
Creating Customer Delight
Ying’s approach to creating customer delight involves leveraging technology to help overworked, understaffed veterinary practices drive efficiency and build strong relationships with pet parents. She focuses on delivering software solutions that enhance customer engagement and drive efficiency, ensuring that the value proposition aligns with the customer’s workflow.