Faroo connects pet owners with professional groomers. The original app had serious friction — a complicated booking flow, zero pricing transparency, and no review system. I redesigned it from the ground up, focusing on trust and simplicity for both sides of the marketplace.
The Problem
11 steps from "I want to book" to confirmed appointment, with no sense of progress.
Pricing, availability, and service details weren't visible upfront. Users committed blind.
Finding groomers by location, availability, or pet type was nearly impossible.
Users couldn't evaluate groomers before booking — a critical gap in a trust-based marketplace.
Research
Wanted confidence before booking — qualified groomers, clear pricing, and multi-pet support.
Needed efficient schedule management and route optimization to reduce wasted travel time.
Pet owners weren't just booking a service — they were making a trust decision about someone handling their animal.
— Research synthesis
Pet Owner Experience
The redesigned booking flow is built on a single principle: no surprises. Users know what they're getting, who's doing it, when, and what it costs — before they confirm.
Upfront pricing for every service type. Select service, see the team, choose a time slot — in that order.
Add pets via a cart-style flow. Each pet's profile stores breed, size, age, and vaccination certificate.
Payment isn't processed until the groomer marks the booking complete. You don't pay until you're satisfied.
Card, POS, and cash supported. Clean, auditable, and anxiety-free.
Hard Decision
Post-completion payment won over upfront — it signals confidence in the service and removes the biggest hesitation for new users.
Constraints
The original booking flow collected pet details, groomer preferences, and scheduling in one long form. My first redesign split it into a clean step-by-step wizard, but usability testing showed users abandoned at step 3 because they couldn't see total cost until the end. I had to restructure the flow to surface pricing alongside each selection, which meant rethinking the information architecture mid-project.
On the groomer side, the map API we integrated had rate limits that made real-time route recalculation expensive. Instead of live updates, I designed the route view to optimize once at the start of the day with manual refresh, which groomers actually preferred since it gave them a predictable schedule.
Groomer Experience
The redesigned groomer app organizes the schedule by date, shows distance between appointments, and provides map-based directions.
Beta Results
We ran a 4-week closed beta with 15 pet owners and 6 groomers in Dubai. Metrics were tracked through in-app analytics and a post-beta survey.
Average time from opening the app to confirmed booking dropped from 6 minutes to under 3, measured across all beta bookings.
Post-beta survey score across all 15 pet owner participants. Transparent pricing and post-completion payment were the top-cited reasons.
Groomers completed an average of 30% more appointments daily thanks to route optimization reducing travel time between bookings.
Route optimization was the feature groomers mentioned most in feedback. One groomer said it saved over 45 minutes of driving per day.