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In this episode of the Modern Veterinary Practice Podcast, Jack Peploe is joined by Ellie Waldron (RVN and Customer Product Consultant Manager at MWI) and Ryan Norton (Head of Product at Merlin) to explore one of the most overlooked drivers of practice success: trust in technology.
From the unseen role of practice management systems in shaping client confidence, to the real-world frustrations of clunky workflows and underutilised tools, this conversation bridges the gap between frontline clinical experience and product design. Ellie shares how trust flows from PMS → team → pet owner, while Ryan unpacks how human-centred design, stability, and communication underpin successful tech adoption.
Together, they dive into feature bloat, the realities of poor onboarding, and how small, thoughtful improvements, like smarter follow-up workflows and integrated payments, can save hours across a busy practice day. Looking ahead, they discuss whether the PMS of the future becomes invisible, modular, or something entirely new.
