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TiriVelo Pet Care
Client-Based Project
Designed and expanded key website and platform-facing flows for TiriVelo, a Canadian pet care startup connecting pet owners with verified caregivers. Our work focused on improving onboarding clarity, trust-building, service discovery, and booking confidence for both pet owners and providers.
*This was a client-based UX Academy project. Foundational research and business direction were provided by the client and previous teams, while our team focused on translating existing insights, stakeholder feedback, and product goals into improved user flows, responsive screens, and developer-ready handoff documentation.
Designer
Time
5 weeks
Role
UX/UI Designer
Key Skills
UX/UI
Collaboration
Delivery
Overview
Expanding a Pet Care Platform
In this client-based capstone project, I designed and expanded key website and platform flows for TiriVelo, a pet care startup connecting pet owners with trusted caregivers. I focused on improving onboarding clarity, strengthening trust through verification and safety messaging, and creating a more intuitive booking experience. Working from existing research and stakeholder input, I translated insights into user flows, wireframes, and high-fidelity designs, along with detailed handoff documentation for development. The final designs helped create a clearer, more guided experience that supports user confidence and prepares the platform for launch.
Discovery
Understanding the Existing Product
For this client-based project, our team joined TiriVelo during a later stage of product development, where foundational user research had already been completed by a previous team. Because of this, my discovery work focused on understanding, synthesizing, and validating existing insights to ensure design decisions remained grounded in real user needs.
To build a strong understanding of the product and its users, I reviewed existing research artifacts, explored industry standards within the pet care marketplace, and evaluated the current onboarding and booking experience. This process helped identify usability gaps, trust-building opportunities, and areas where users may experience friction throughout the platform journey.
Research Review
Reviewed previous research findings, personas, user flows, and identified pain points to better understand the needs of both pet owners and pet care providers.
Secondary Research
Analyzed competitor platforms like Rover and Wag to identify common onboarding patterns, trust-building strategies, and marketplace expectations.
Heuristic Evaluation
Evaluated the current website and onboarding experience to identify issues related to clarity, usability, trust communication, and consistency across flows.
Stakeholder Collaboration
Collaborated with the client and engineering team to better understand business goals, technical constraints, and project success metrics.
Define
Key Design Priorities
Clarify Onboarding
Create a step-by-step onboarding experience that helps users understand what information is needed and what actions to take next.
Build Trust Early
Reinforce trust throughout the experience by clearly communicating verification, safety standards, and caregiver reliability.
Clear Booking Flows
Improve the structure and clarity of booking interactions so users can confidently select services, assign pets, and review booking detials.
Consistency & Usability
Establish more consistent layouts, messaging, and interaction patterns to reduce friction and create a smoother user experience across the plaatform.
Ideation
During the ideation phase, we explored how TiriVelo could create a more trust-centered and approachable experience for both pet owners and providers. Using “How Might We” questions, pain point mapping, and content structuring exercises, I focused on identifying ways to reduce onboarding friction, reinforce trust and safety, and improve clarity throughout the booking journey. I translated key user concerns into actionable design opportunities, including guided onboarding steps, trust-building messaging, service selection visuals, and clearer explanations around verification, flexibility, and support. This process helped shape the overall content hierarchy and interaction patterns used throughout the final designs.
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User Flow: Pet Owner Onboarding & Booking
To better understand the end-to-end experience for new pet owners, I mapped the onboarding and booking journey from account creation through booking confirmation. This flow helped identify critical decision points, potential friction areas, and opportunities to reinforce trust throughout the experience. Special consideration was given to TiriVelo’s Canada-only launch requirements, onboarding progression, payment setup, and provider response states. Mapping the full journey allowed me to create a more guided experience that clearly communicates next steps, reduces uncertainty, and supports a smoother booking process for first-time users.
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Design Exploration
Transforming Insights into User-Centered Solutions
With the user flows established, I began exploring solutions that addressed the key challenges identified during discovery and definition. My focus was on creating experiences that felt intuitive, trustworthy, and easy to navigate for both pet owners and providers.
Working directly in high-fidelity designs allowed me to quickly evaluate layouts, content hierarchy, onboarding progression, and booking interactions while incorporating ongoing feedback from stakeholders and the engineering team. Throughout the process, I prioritized reducing friction, reinforcing trust, and providing clear guidance at every stage of the user journey.
The resulting designs focused on four core areas:
Guided Onboarding
Designed a structured onboarding experience that breaks complex setup tasks into manageable steps, helping users understand what information is needed and what comes next.
Trust & Safety Integration
Embedded trust-building elements throughout the experience, including verification messaging, safety information, and platform protections to increase user confidence before booking.
Clear Booking Experience
Simplified the booking process with clear service selection, transparent pricing information, intuitive review screens, and well-defined next steps.
Responsive & Scalable Design
Created layouts and interaction patterns that support future platform growth while maintaining consistency across the website and product experience.
High-Fidelity Screens
Provider Recruitment
One of TiriVelo’s key business goals was growing its network of trusted pet care providers. Through discovery and ideation, I identified several barriers that could prevent potential caregivers from signing up, including uncertainty around earning potential, concerns about safety, lack of experience, and hesitation toward joining a newer platform.
To address these concerns, I designed a recruitment page that clearly communicates the value of becoming a provider through benefit-driven messaging, service examples, and a transparent onboarding process. Trust-building elements were incorporated throughout the experience, including platform credibility messaging, service explanations, and a simple four-step onboarding journey that helps potential providers understand exactly what to expect before getting started. The result is a more approachable and confidence-building experience designed to increase provider interest and conversion.
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High-Fidelity Screens
About/Trust & Safety
Trust emerged as one of the most important factors influencing user decisions throughout the platform experience. Pet owners need reassurance that their pets will be safe, while providers need confidence that the platform offers support and accountability when issues arise.
To strengthen trust, I redesigned the About and Trust & Safety experience around transparency and education. The page highlights key trust signals such as provider verification, safety standards, accountability measures, and support processes using clear visual hierarchy and scannable content. I also introduced a step-by-step issue resolution process to demonstrate how concerns are handled, helping users better understand the safeguards in place before booking a service. By making safety information more visible and actionable, the design helps establish credibility and reduce uncertainty for both pet owners and providers.
High-Fidelity Screens
Pet Owner Onboarding & Booking
I designed the pet owner onboarding and booking flow to help users confidently move from account creation to requesting care. The experience was structured to reduce friction through clear progression, intuitive form completion, and step-by-step guidance, while ensuring critical information such as location, pet details, and payment methods were collected at the appropriate points in the journey. Special consideration was given to TiriVelo’s Canada-only launch requirements, helping users understand platform availability early in the process. The booking flow was designed to provide transparency around service requests, provider responses, and next steps, creating a more seamless and confidence-building experience for first-time users.
Priority Revisions
Based on feedback from the client, I identified priority revisions to improve the onboarding experience, with a primary focus on the Canada-only launch strategy. To align the onboarding experience with this business requirement, I revised the account creation flow to collect country information earlier and introduced conditional province selection logic based on the user's location. Users outside of Canada receive clear messaging about current availability, preventing confusion and reducing unnecessary onboarding friction. These updates ensured that eligibility requirements were communicated upfront while creating a more efficient and scalable onboarding experience for future expansion.
