Overview
VetUK, a leading UK online veterinary supplies retailer, undertook a high-stakes transformation spanning both digital commerce and physical logistics. With an ageing eCommerce platform and an increasingly constrained warehouse model, VetUK needed more than isolated project delivery—it required a structured, integrated programme approach.
North Star Projects was engaged to lead this transformation as the Programme Management Office (PMO) and strategic delivery partner, ensuring alignment, governance, and momentum across every workstream.
Programme Objectives
1. eCommerce Platform Renewal.
- Replace an ageing legacy system with a scalable, mobile-first platform
- Reduce customisation dependencies and boost conversion rates
- Integrate with operational systems for real-time stock, order, and customer visibility
2.Warehouse Strategy Redesign.
- Rethink fulfilment: evaluate in-house vs. outsourced options
- Model future capacity needs and fulfilment flows
- Enable scalable logistics infrastructure aligned with future growth
North Star’s Programme Management Approach
North Star provided end-to-end programme governance and leadership, deploying a structured, stage-gated delivery model:
1. Programme Initiation.
- Defined dual-track programme scope (digital and physical)
- Set clear goals, success criteria, and governance cadence
- Established RAID logs and master programme plan integrating 20+ workstreams
2. Governance & Assurance.
- Chaired Steering Committees and Design Authority Boards
- Deployed weekly workstream stand-ups and monthly milestone reviews
- Managed stakeholder alignment across internal teams and third-party vendors
3. Workstream Coordination.
- Digital Track: Led platform selection (Adobe Commerce), vendor RFPs, integration scoping, and change management
- Warehouse Track: Delivered 3PL engagement, sizing models, and relocation scenarios—aligning people, process, and infrastructure timelines
4. Risk & Dependency Management.
- Mapped interdependencies across fulfilment, stock systems, and website performance
- Pre-empted delivery slippage by embedding milestone gates and risk escalation channels
- Managed third-party alignment across digital agency, Adobe, and logistics providers
Key Programme Outcomes (In-Flight)
| Area | Programme Impact |
|---|---|
| Integrated Delivery | Dual workstreams synchronised under one governance structure. |
| Platform Chosen | Adobe Commerce selected via structured partner evaluation. |
| Governance in Action | Multi-tier model deployed: working groups, Design Authority, Steering Board. |
| Budget Control | Tracked via costed delivery roadmaps and post-RFP refinement. |
| Timeline Assurance | All tracks aligned to Dec 2025 go-live with milestone health checks in place. |
| Stakeholder Confidence | Transparent reporting, RAID tracking, and stakeholder alignment maintained. |
Why It Worked: Programme Management as the Differentiator
VetUK’s transformation is not just a tale of platform upgrades or logistics evolution. It’s a case of effective programme orchestration—where North Star’s structured leadership turned complexity into clarity, risk into control, and ideas into implementation.
By managing dependencies, embedding governance, and maintaining delivery velocity, North Star enabled VetUK to pursue its digital and operational ambitions with confidence.
