Designing a Scalable Service Marketplace for Maruti Dealers.
Helped 2,000+ partners easily access services through a prepaid model, reducing manual work and making the platform easier to use for everyone.
Timeline
6 Weeks
Role
Lead Product Designer
Phase
3 MVP Cycles
Overview : MSIL Service Platform
Driving Growth for MASS Dealers.
To solve payment and access challenges, we created a Prepaid Recharge Portal for Maruti Suzuki Authorized Service Stations. The goal was to make services easy to access, reliable, and simple to use for users across different regions.
Here’s a quick summary if you’re short on time!
The Challenge
Many MASS dealers had limited budgets and weren’t very comfortable with technology. Because of this, they found it difficult to access important MSIL services easily.
The Solution
A simple and easy-to-use system that helped dealers work more independently.
Prepaid Model
Let dealers add money in advance so services could be used anytime without delays.
Multilingual Access
Designed to be easy to use, especially with support for Hindi-speaking users.
Easy to Use
Built to work well for users with different levels of experience.
Simple Insights
Helped teams track usage and understand how services were being used.
Research Insights
Key Findings
Insights gathered from 24 Maruti team members helped shape the design decisions and priorities.
Users cared more about seeing service updates than checking past payments.
Priority Change
Most users preferred using Hindi over English.
Language Preference
Complex reports were simplified into 4 easy-to-use formats.
Simplification
All users completed the recharge process successfully during testing.
Successful Testing
User Insights
What Dealers want What they got
Real feedback from MASS partners that shaped the platform experience.
यदि साइट हिंदी में उपलब्ध हो तो यह बेहतर होगा।
(Agar site Hindi mein available ho toh zyada better rahega.)
मैं अपने सर्विस पेज पर मारुति के लेटेस्ट प्रमोशन्स दिखाना चाहता हूँ। क्या यह संभव है?
(Main apne service page par Maruti ke latest promotions dikhana chahta hoon. Kya yeh possible hai?)
मैं रिपोर्ट और चालान (इनवॉइस) दोनों को एक्सेल में डाउनलोड करना चाहता हूँ।
(Main reports aur invoices dono ko Excel mein download karna chahta hoon.)
मैं सर्विस का विस्तृत विवरण और उसके लाभ पढ़ना चाहता हूँ।
(Main service ki detailed description aur uske benefits padhna chahta hoon.)
100%
Task Completion
Fast
Site Performance
WCAG
Accessibility
3 MVP
Modular Release
User Persona
The Under-Resourced Dealer
Real feedback from MASS partners that shaped the platform experience.
Product Thinking
Key Product Decisions that Shaped the Product
Strategic choices that shaped usability, adoption, and scalability.
Prepaid Model over Credit
Eliminated dependency on credit approvals, enabling instant access to services for MASS partners.
Hindi-first UX
Addressed language barriers by prioritizing Hindi, improving usability for non-tech users.
Dashboard-first Navigation
Centralized key actions and metrics to reduce navigation friction and improve efficiency.
Simplified Reporting System
Reduced 20+ complex formats into 4 clear templates to lower cognitive load and improve usability.
Simplifying Credit Workflows for Dealers
Wireframe Strategy & Iteration
Translating complex postpaid logic into a lightweight interface for MASS dealers
UX Rationale
Clear tab-based segregation reduces cognitive load and enables faster scanning and decision-making for Mass Admins
Service Visibility
Service Plan Visibility
by Status
Right chart for the right insight
Adaptive
Performance Visualization
UX Rationale
Chart types based on selected parameters ensures data is presented in the most meaningful format
UX Rationale
A centralized dashboard shows key metrics and actions upfront for faster decisions.
At-a-glance control for informed decisions
MSIL Admin
Command Dashboard
Track usage anytime, on any device
Responsive
Service Usage Status
UX Rationale
A responsive view ensures service usage is easily accessible across screen sizes, enabling quick checks and informed actions on the go.
UX Rationale
Screen for approve or deny pending requests for dealers when they register.
Manage Requests
MSIL Admin
Manage Requests
Impact Matrix
The Impact Logic
Quantifying the shift from manual friction to scalable automation for MSIL partners.
Market Scale
Partner Onboarding
Enabling prepaid models to unlock access for 2,000+ MASS partners.
Baseline
Restricted Access
Impact
2,000+
Adoption
Multilingual UX
Hindi-first design achieving 100% task completion.
Baseline
Language Barriers
Impact
100%
Efficiency
Admin Governance
Real-time dashboards replacing manual workflows.
Baseline
Manual Reporting
Impact
Live
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