Who’s the client

Snoonu is Qatar’s super-app — food, groceries, pharmacy and more, with “fastest delivery” as its core brand promise. They had over 300,000+ registered users at the time (Mar 2022).

Challenges
  • 12 categories living in the app — discovery can’t drown the core food-ordering flow.
  • Every screen has to be mirrored not just for Android & iOS, but also for Arabic and English.

The goal from product team

“Make ordering faster.” But a faster courier wasn’t ours to give from a design file. So we reframed the problem the app could actually solve.

The home screen is a triage screen

A returning user usually wants one of three things. Home is ranked to answer all three before they scroll.

  1. Address first, everything second.
  2. “Order again” earns its place high.
  3. Wallet & balance, in plain sight.
Snoonu home screen — address bar, wallet balance, categories, Order Again and Trending

Almost 80% of users looked for a dish, not a restaurant

A few principles that we used in the design:

  1. Item-level results. Typing “Mc…” surfaces the exact product with its price and an add button.
  2. Add without leaving. The inline ”+” lets a decided user build a cart straight from results, skipping the merchant page entirely when they don’t need it.
  3. Instant, not on submit. Results stream as they type; the keyboard never has to be dismissed to see if it worked.

Users could still search for restaurants.

Search results for 'Mc' showing individual dishes with price and an add button

Merchant page

80% of decisions happen here. So the merchant page leads with trust, then removes choice paralysis before it starts.

Merchant page for Biryani Express — rating, hours, delivery toggle, and a Best Selling list

Meal customization

Customization is where carts die. The item sheet keeps the rules explicit and the exit always one thumb-tap away.

  1. Tell users the rule, in red, before they fail it.
  2. Optional stays optional. Special requests are clearly marked, with a character count — flexible enough for real kitchens, bounded enough to stay usable.
  3. The action bar carries the truth. Quantity, live price and “Add to cart” are fused into one bottom-anchored bar — the total updates as you choose, with no surprises at the cart.
Egg Fried Rice item sheet — required spice choice, optional special request, and a bottom Add to Cart bar

Adding items to cart

We had one cart and two questions: when and how.

The cart defaults to the fastest answer — send now or deliver to me — then lets anyone change either dimension without leaving the flow.

Cart, order-type, and pick-up screens with delivery/takeaway and scheduling options

Track the order

Our approach here was to turn the wait into a progress bar. The challenge was to define and lay out all the important info:

  • Wait-time
  • Customer support access
  • Order status
  • Contact merchant or driver (depending on order status)
  • Delivery information
Order detail with a status progress bar — Placed Order and Preparing Order states
Order detail showing 'looking for a driver' and 'Order Delivering' with a live map

Closing the loop with trackable orders

The receipt isn’t a dead end — it’s the start of the next order. Post-order screens feed straight back into the speed flywheel.

Orders list — Ongoing and History tabs with one-tap Re-order

Outcomes

−31%
median time to place an order
+18%
reorder rate among returning customers
+9%
completion rate
−24%
support contacts