Mahindra Finance — Paperless loans in rural India.
Paperless loan application designed for rural customers and field sales agents — gamified, data-light, mobile-first.
A paper-based process, digitized for rural India.
Mahindra Finance operates in the rural customer segment. Their distribution for Auto Loans is primarily led by business executives through branches and auto dealers. They were using manual paper applications to collect user data.
Executives collect leads from car dealers or directly from customers at the showroom. The process involves lead follow-up, on-site document collection, document verification, and loan disbursement — all done on paper. Every application took a huge amount of time to review and verify.
Take the entire loan process off paper.
Transition the paper loan application process to a digital one using mobile phones. Integrate digital verification and validation for documents and CIBIL scores.
Sales & business executives.
What we learned in the field.
1. Most users use mid-range Android devices.
2. Users often cater loan opportunities to Ola and Uber drivers.
3. The physical application form and the process through disbursement involves intensive data entry.
4. Users travel to remote areas for doorstep verification — areas with data connectivity issues.
Beyond the form — three features that change the job.
I combined user observation and business data to target the specific problem of digitizing the application. Beyond solving the process, I pitched three features that would add real value for users and move the business:
Leaderboard
Business executives can monitor their progress with a gamified experience. Every lead converted to a customer becomes a visible marker of progress — self-motivation built in.
Smart Planning
The app continuously syncs the executive's calendar and location to provide contextual recommendations. Plan your day without even opening the app.
Daily Dose of Learning
How-tos for business processes, personal skills training, and regular updates on Mahindra's vehicle dealerships.
Key features.
As a designer, I focused on solving the major issues with the existing system — plus the three value-add features. Here's what the solution delivered.
Wireframes.
Low-fidelity prototypes for every business flow — shared with clients and users for feedback. After validating the wireframes with customers and stakeholders, they were translated into visual designs.
Visual design.
