Rebuilding the service completion flow for a pet care app
TiriVelo Pet Care Services Inc
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TiriVelo already had a large set of mobile screens designed by previous teams, but many of the core journeys were inconsistent, incomplete, or fragmented. Other parts of the experience had yet to be designed at all.
Our team of five designers was brought in to build on that foundation, refine existing flows, and create missing experiences to bring the mobile app closer to an MVP launch.
My focus
I owned key parts of the provider service completion flow across 40+ screens.
Team scope
Service completion
Messaging & updates
Onboarding & profiles
Search & discovery
Booking & checkout
My focus
Service completion
Service completion checklist
care report
Messaging & updates
Notifications
Messaging
This case study focuses just on the provider service completion flow, from starting a service through completion, care report, and payout.
Before redesigning the experience, I audited the 42 inherited screens within my scope to understand where the provider experience was creating friction. I identified 25 issues across hierarchy, service completion, and payout communication.
Providers were unsure which steps to take and what was required to complete a service
Making the next step of the service clear
I reorganized the Service Overview around a sequential checklist that gives every stage a clear status and action. Providers can quickly see where a service stands, what they need to complete next, and when it is ready to close.
Service completion flow
Service overview
Service checklist
Confirmation modules
Integrating the care report into the service completion flow
I consolidated the care report from three separate pages into one scrollable experience and made its role in service completion more explicit. Progress indicators and a clear due date helped providers understand what was required while allowing them to save their work and return later.
care report
care report step in service checklist
Giving providers visibility into when they’ll get paid
I brought payout information into the service completion flow so providers could better understand what happens after completing their responsibilities and when to expect their earnings.
Payout state below the service checklist
Different payout states
I tested the service completion flow as part of a moderated usability study covering TiriVelo's core mobile journeys. Participants moved through the provider flow from starting a service through completing the care report and ending the service.
The checklist made the overall service progression feel intuitive
Participants understood the sequence of steps from starting a service through completing the care report, and the checklist helped communicate what had been completed and what came next.
Service details weren’t immediately discoverable
Participants didn’t immediately recognize that the Service Overview could expand to reveal additional booking information, showing that the chevron alone wasn’t a clear enough cue.
Providers expected submitting the care report to complete the service
I submit the report, and then I assume that means the service is done... and then I get paid.
Participant 1
Participants expected the service to be complete once they submitted the care report. As a result, the additional "End Service" action felt redundant, while requiring owner review before payout created uncertainty around when their responsibilities actually ended and when they would get paid.
Testing revealed that providers expected their responsibilities to end once the service was finished and the care report was submitted.
Making service details easier to discover
Before
After
Participants didn’t immediately recognize that the Service Overview could expand to reveal additional booking information. I added a visible “More service details” label alongside the chevron, making the interaction more discoverable while keeping the information collapsed by default.
Simplifying the path from completion to payout
Before
After
TiriVelo originally required owners to review the care report before providers could receive their payout. Testing revealed that providers expected their responsibility to be complete upon completion of the care report and service.
Before
After
After bringing these findings back to the TiriVelo team, we revisited the original flow. I removed the redundant "End Service" step and revised the experience so completing the care report marks the provider's service as complete, with payout status and timing communicated separately.
The final experience brought service progress, care reports, completion, and payout into a more cohesive provider journey. Through testing and iteration, I refined both the interface and underlying service logic to better align with how providers expected the experience to work.
Start service
Completion