My Impact

During my summer internship at CarDekho, I worked on a mobile app for agents assisting individuals and car companies with loan applications. The goal was to streamline the process so agents could efficiently manage client data, track performance, and support loan approvals. I was brought in at the early stages of the project and led the end-to-end design from scratch. This included understanding user needs, defining the core workflows, and building the initial prototypes and visual system.

Context

CarDekho, one of India’s leading automotive marketplaces, wanted to equip its agent network with a mobile loan application system that could help individuals and car dealers secure financing quickly. Loan officers often worked in fast-paced environments, juggling multiple clients and paperwork-heavy processes.

Problem

The existing loan application process was time-consuming, error-prone, and fragmented — requiring agents to switch between multiple platforms, manually collect documents, and track loan status through informal channels. This inefficiency delayed approvals, frustrated both agents and customers, and limited CarDekho’s ability to deliver a seamless financing experience.

Key Deliverables

A centralized app that enables efficient client data management, loan tracking, and performance evaluation, while minimizing manual processes.

Problem Statement

How might we create a centralized app that simplifies loan management, provides real-time updates, and improves communication to help agents work efficiently and serve clients better?

Solution Preview

User Research

To gather valuable insights, I conducted 10 in-depth interviews with agents who regularly manage loan applications. These interviews were conducted via Zoom and lasted between 30-45 minutes each. The goal was to explore their day-to-day experiences, challenges, and preferences when handling loan applications. I structured the interviews to uncover both qualitative and quantitative data, focusing on key aspects of their workflow.

Key Questions

Workflow Challenges:
Can you walk me through your typical day managing loan applications?
What are the most time-consuming or frustrating parts of your current process?

Access and Efficiency:
Do you face any difficulties accessing client information or tracking loan statuses quickly?
How do you currently track your performance (loan approvals, pending applications)?

App Expectations:
What features would you find most useful in a loan management app?
How do you envision an app improving your workflow and productivity?
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Post Interview Analysis

After conducting these interviews, I analyzed the responses to identify common pain points and needs across different agents. This helped prioritize the core features and functionalities for the app, ensuring it directly addressed the challenges they faced in managing loan applications.

Findings

• Workflow Challenges‍
• Agents found the current process tedious due to the reliance on manual paperwork and fragmented client information spread across multiple tools.
• The most time-consuming tasks included following up with clients for missing documents and manually tracking loan statuses.
• Agents struggled to manage multiple applications simultaneously due to a lack of centralized data.
• Access and Efficiency
  
• Agents often faced delays in accessing client information because it was scattered across emails, physical files, and spreadsheets.
• Tracking the status of loan applications was not intuitive, leading to delays in updates for both agents and clients.
• Performance tracking (e.g., number of approved loans, pending applications) was largely informal, making it difficult for agents to evaluate their success and areas for improvement.
• App Expectations
  
• ‍Agents prioritized having a centralized dashboard where they could view all loan applications and their statuses at a glance.
• Real-time notifications and reminders for missing client documents or deadlines were seen as critical.Performance tracking features, such as metrics and insights, were highlighted as essential for motivation and goal-setting.
• Agents expressed a desire for a user-friendly interface that would minimize their learning curve and maximize efficiency.

User Flow

The user flow for this loan management app is designed to guide agents seamlessly through essential tasks, ensuring efficiency and clarity. Starting with a straightforward login process, users proceed to a detailed onboarding flow to input personal and professional information. The dashboard serves as the central hub, offering quick access to features like performance tracking, loan management, and client interactions. Users can create new loans, view applications, and use filters to streamline their workflows. This intuitive flow reduces complexity, saving time and improving the overall user experience

Final Design

User Testing

Reflection

My internship at CarDekho was an incredible experience and a significant milestone in my journey as a UX Design Intern. It was my first professional opportunity, and I learned so much during my time there. I had the privilege of working under an amazing manager, Ravinder Singh, who provided invaluable guidance. Being part of meetings with the development team and witnessing my designs come to life was both humbling and fulfilling. It validated my abilities as a designer and boosted my confidence in my skills. This was also my first experience handling a design project independently, which made it even more rewarding. My time at CarDekho not only enhanced my skills as a designer but also contributed to my personal growth, leaving me deeply grateful for the experience.