Luniby: triage that calms owners and unblocks clinics

Luniby connects pet owners, veterinary nurses and clinics in one ecosystem: early detection and triage for the owner, a structured summary for the nurse, and visibility for the clinic.

I owned it end to end: the research, the interface and the front end that shipped. There was no handover between deciding something and building it, which is why design decisions could be tested in a working product quickly.

Clinic burnout, fragmented triage and anxious owners create pain across the whole petcare journey, and nothing connects early detection, triage and follow-up.

Research covered every stakeholder group, in Auckland and across New Zealand and Australia, so the design could be tested against owners, nurses and administrators rather than one of them.

One interview captured the whole brief: "My dog started limping and I panicked. Is it an emergency or can I wait? I called three clinics and they were all fully booked. I just needed someone to tell me if this was urgent." (Pet owner, 28, Auckland, December 2024)

Each user type gets a distinct experience, but all of them draw on the same data. The owner's symptom entry becomes the nurse's Health Note, which feeds the clinic's queue and analytics.

Three portals, each scoped to one job. Wireframes started as rough sketches of the triage chat, then moved to mid-fidelity and were tested with 15+ users to validate flow and comprehension.

Wireframes began as rough sketches of the triage chat, then moved to mid-fidelity and were tested with 15+ users to validate flow and comprehension. They cover the home page, the four-step symptom checker, assessment results, pricing, the vet partner page and booking, on desktop and mobile.

Five decisions carried most of the result.

A cohesive design system combines modern technology with a warm, trustworthy and caring feel, so the visual identity reflects a healthier, happier life for pets and the people who love them.

The finished product across devices: a home page that leads with a health check, a four-step symptom checker with clear results and a recommended care plan, transparent pricing, a partner page for vets, and a resources section with vet-consultation booking.

A worried owner is a situational impairment, so accessibility was treated as a core requirement. The interface targets WCAG 2.1 AA and was checked with screen readers.

Multi-user design is orchestration: distinct experiences, shared data. Co-designing with nurses beat solo iteration by a wide margin, and transparency is what makes AI trustworthy.

The biggest lesson was commercial. Clinics preferred an embeddable API over a standalone platform, so the roadmap pivoted toward integration. Validating with the buyer, not just the user, changed the product.