X-Lab

This episode breaks down the first live pilot of a patient-status tracker across two emergency hospitals, where timely updates reduced client anxiety and cut status-seeking calls by more than half. It also digs into the operational lessons from AVES and Mass Vet, including why surgery emerged as the smarter next step for a higher-fidelity prototype.

In Episode 3 of X-Lab, Nicole and Victoria share early learning signals from the first MVP test of the Patient Status Tracker at Austin Veterinary Emergency & Specialty (AVES). In just a few minutes, they recap why the team is testing simple, stage-based SMS updates during ER visits, what they’re noticing on the floor so far, and how those updates are beginning to shape client anxiety and workflow interruptions. Hear how staff are reporting fewer “any update?” questions, what early client survey responses are starting to tell us, and the now-legendary accidental A/B moment where only one family member received updates—highlighting the need for multi-contact support. They close with a quick look at what’s next: completing the AVES MVP window, comparing results with Mass Vet, and exploring whether this concept could extend into surgery workflows.

Join us as we dive behind the scenes before launching our first test at Austin Vet. Discover how stage-based SMS updates aim to reduce client anxiety and ease staff interruptions by keeping everyone informed throughout the pet’s ER journey.

Discover why the Experience Innovation Lab was created to transform hospital care through small, practical experiments. Hear how frontline insights drive real-time improvements and learn about xLab's five-phase model that guides testing, refining, and launching better experiences.