TiriVelo: designing the foundation for a two-sided marketplace
Designing the About and Trust & Safety page, the pet owner onboarding flow, and the provider recruitment experience for a two-sided pet care marketplace.
Designer
Role
UX/UI Designer
Timeline
March - April 2026
Core Focus
Positioning
Onboarding
Trust
Booking
The Challenge
TiriVelo is a marketplace connecting pet owners with pet care providers, which meant earning trust on three fronts at once: helping people understand what the platform actually was, giving pet owners enough confidence to book, and giving providers enough confidence to join. My capstone focused on the flows that built each of those first impressions.
Three flows, one foundation
Positioning
Designed the About and Trust & Safety page to give the platform a clear, single place to explain what it is and who it is for.
Onboarding
Built a step-by-step onboarding flow that kept pet owners' trust intact without overwhelming them before their first booking.
Provider Recruitment
Redesigned the recruitment page to show safety and verification info right where providers were deciding whether to join.
Rebuilding trust from the ground up
Before onboarding or provider recruitment could work, TiriVelo needed one clear place to explain what it was and why people should trust it. That page came first.
The problem
TiriVelo didn't have one clear place explaining what it actually was. Visitors landing on the site had to piece together the platform's value from scattered messaging across different pages, and the safety and trust information that mattered most to a first-time visitor wasn't presented anywhere close to where they'd need it to make a decision.
The approach
I designed a dedicated About and Trust & Safety page to bring both of those things together in one place. Each section had a clear job: the hero establishes an emotional connection and states TiriVelo's positioning directly, a "Why Trust TiriVelo" section breaks that trust down into four concrete pillars, verified providers, real-time transparency, safety-first standards, and built-in accountability, and a response process section shows exactly what happens if someting goes wrong, report, immediate action, review, resolution. Rather than asking visitors to simply take TiriVelo's word for it, the page shows the reasoning behind the trust.
What changed
Trust isn't something a platform can ask for after the fact, it has to be built into the first real explanation someone gets of what you are. Giving TiriVelo a single, clear place to make that case meant every other page, onboarding, provider recruitment, the booking flow, could build on a foundation that was already established, instead of each page having to re-earn trust on its own.
Making the first booking feel safe, not slow
With trust established, the next challenge was getting pet owners through onboarding without the security they needed working against the experience they wanted.
The problem
Pet owners needed to feel safe before booking, but the verification steps that built that safety, identity checks, pet details, payment setup, risked feeling like a wall between them and their first booking if asked for all at once.
The approach
I built an onboarding flow that broke the process into smaller, sequential steps instead of one long form. Each step asked for only what was needed at that point, so the flow felt like a natural progression toward booking rather than a checklist standing in the way of it.
What changed
An onboarding flow that's too demanding loses people before they experience the platform. Splitting the process into digestible steps meant TiriVelo could keep every verification step it needed for safety, without asking pet owners to trust the platform completely before they'd even had a reason to.
Helping providers feel safe joining the platform
Growing the marketplace meant convincing providers, not just pet owners, that TiriVelo was worth trusting. That meant showing safety, not just stating it.
The problem
Providers considering TiriVelo needed confidence that the platform took safety and vetting seriously, but that reassurance wasn't build into the sign-up experience itself.
The approach
I built trust directly into the path to becoming a provider rather than treating it as a separate policy page. The "Getting Started" steps show certification and verification as a clear, expected part of joining, so providers understand upfront what's required of them, and a "Protected by Platform Trust" signal reinforces that assurance right at the final decision point, become a provider.
What changed
For a marketplace, provider trust is just as important as pet owner trust, without enough providers, there's nothing to book. Making the vetting process visible and expected, rather than hidden until after signup, gave providers a clear, low-friction reason to follow through instead of wondering what they were committing to.
