MobiFlow: Powering SalesOps for the Mobile Leasing Industry
A case study on streamlining agent workflows and building a smarter and
faster sales enablement system
A case study on streamlining agent
workflows and building a smarter and
faster sales enablement system
Introduction
Introduction
Introduction
Project Overview
Project Overview
Sales teams in the mobile leasing space often operate in fast-paced, high-pressure environments where time, accuracy, and visibility are critical. MobiFlow was designed as a field-ready SalesOps platform for simplifying customer onboarding, payment tracking, and conflict resolution, all while integrating seamlessly with backend operations.
Sales teams in the mobile leasing space often operate in fast-paced, high-pressure environments where time, accuracy, and visibility are critical. MobiFlow was designed as a field-ready SalesOps platform for simplifying customer onboarding, payment tracking, and conflict resolution, all while integrating seamlessly with backend operations.
Core Motivation
Core Motivation
The goal was simple: build a tool that empowers agents to sell smarter, not harder. I wanted to eliminate the friction in everyday sales activities — from inconsistent customer data to unclear order flows — and create a system that delivers clarity, speed, and structure across the board.
The goal was simple: build a tool that empowers agents to sell smarter, not harder. I wanted to eliminate the friction in everyday sales activities — from inconsistent customer data to unclear order flows — and create a system that delivers clarity, speed, and structure across the board.
The goal was simple: build a tool that empowers agents to sell smarter, not harder. I wanted to eliminate the friction in everyday sales activities — from inconsistent customer data to unclear order flows — and create a system that delivers clarity, speed, and structure across the board.
Briefs Received from Client
Briefs Received from Client
Briefs Received from Client
Client Brief 1
Client Brief 1
The client wanted to streamline the operations of field sales agents in the mobile leasing industry. The ask was to design a mobile-first tool that would simplify the tracking of sales, returns, and payments while being intuitive and quick to use in fast-paced offline environments.
The client wanted to streamline the operations of field sales agents in the mobile leasing industry. The ask was to design a mobile-first tool that would simplify the tracking of sales, returns, and payments while being intuitive and quick to use in fast-paced offline environments.
Client Brief 2
Client Brief 2
In a follow-up, the client emphasized the need for a more robust system to manage defaults, waivers, and pending payments. This scope expansion aimed to reduce revenue leakage and bring more transparency to on-ground transactions.
In a follow-up, the client emphasized the need for a more robust system to manage defaults, waivers, and pending payments. This scope expansion aimed to reduce revenue leakage and bring more transparency to on-ground transactions.
In a follow-up, the client emphasized the need for a more robust system to manage defaults, waivers, and pending payments. This scope expansion aimed to reduce revenue leakage and bring more transparency to on-ground transactions.
Unified Vision
Unified Vision
Over time, the two briefs merged into a single product vision: a lightweight yet powerful tool tailored for field agents, covering end-to-end operational workflows from customer management to transactions.
Over time, the two briefs merged into a single product vision: a lightweight yet powerful tool tailored for field agents, covering end-to-end operational workflows from customer management to transactions.
Problem Statement
Problem Statement
Problem Statement
Existing workflows were tangled in outdated systems and manual processes.
To address this, I broke the key pain points into two focus areas:
Existing workflows were tangled in outdated systems and manual processes.
To address this, I broke the key pain points into two focus areas:
Existing workflows were tangled in outdated systems and manual processes.
To address this, I broke the key pain points into two focus areas:
User Challeges
User Challeges
Unclear Order Lifecycle
Unclear Order Lifecycle
No defined flow for order status or transitions — making it hard to track progress or handle order modifications efficiently.
No defined flow for order status or transitions — making it hard to track progress or handle order modifications efficiently.
Poor EMI Transparency
Poor EMI Transparency
Customers and agents struggled to manage EMI schedules and delays, often leading to miscommunication and problems
Customers and agents struggled to manage EMI schedules and delays, often leading to miscommunication and problems
Low Agent Visibility
Low Agent Visibility
Agents lacked real-time access to previous customer interactions or order history, reducing their ability to make informed decisions on the go.
Agents lacked real-time access to previous customer interactions or order history, reducing their ability to make informed decisions on the go.
Business Impact
Business Impact
Audit & Compliance Gaps
Audit & Compliance Gaps
No clear record of agent activity or order changes, which posed challenges during audits or internal reviews.
No clear record of agent activity or order changes, which posed challenges during audits or internal reviews.
No Performance Tracking
No Performance Tracking
Managers couldn’t assess agent productivity or customer issue resolution due to a lack of structured data.
Managers couldn’t assess agent productivity or customer issue resolution due to a lack of structured data.
Revenue Leakage Risks
Revenue Leakage Risks
Loopholes in how returns, waivers, or defaults were handled often led to untracked financial losses.
Loopholes in how returns, waivers, or defaults were handled often led to untracked financial losses.
Solution Overview
Solution Overview
We designed MobiFlow to simplify field sales operations with structured order flows, agent-specific dashboards, and transparent EMI tracking.
This mobile-first system streamlines decision-making and brings clarity to complex offline processes.
It empowers agents, ensures compliance, and reduces room for human error.
We designed MobiFlow to simplify field sales operations with structured order flows, agent-specific dashboards, and transparent EMI tracking.
This mobile-first system streamlines decision-making and brings clarity to complex offline processes.
It empowers agents, ensures compliance, and reduces room for human error.
Reimagining SalesOps with MobiFlow
Reimagining SalesOps
with MobiFlow
Streamlined Order Flow
Structured steps reduce confusion and eliminate guesswork in orders.
Clear EMI Communication
Auto-calculated schedules help agents explain payments effortlessly.
Smarter Agent Decisions
Contextual data boosts confidence during customer interactions.
Design Process
Design Process
This wasn’t just a UI delivery task — it was a system design challenge wrapped in real-world constraints. Here's how I approached it step by step.
This wasn’t just a UI delivery task — it was a system design challenge wrapped in real-world constraints. Here's how I approached it step by step.
1. Understanding the Field
1. Understanding the Field
Before designing, I immersed myself in the workflows of field agents:
Reviewed the client’s detailed PRD and change logs
Identified friction points in customer onboarding, payment tracking, and order handling
Broke down complex cases (like waivers and buybacks) into user flows
Key Insight: Agents don’t need features — they need clarity under pressure.
Before designing, I immersed myself in the workflows of field agents:
Reviewed the client’s detailed PRD and change logs
Identified friction points in customer onboarding, payment tracking, and order handling
Broke down complex cases (like waivers and buybacks) into user flows
Key Insight: Agents don’t need features — they need clarity under pressure.
2. Structuring the System
2. Structuring the System
Mapped all workflows into modular flows:
Customer lifecycle
Product scanning + order placement
Transaction tracking
Conflict handling
Created task flow diagrams to ensure each action felt linear and predictable — even in edge cases like EMI splits or partial payments.
Mapped all workflows into modular flows:
Customer lifecycle
Product scanning + order placement
Transaction tracking
Conflict handling
Created task flow diagrams to ensure each action felt linear and predictable — even in edge cases like EMI splits or partial payments.
3. Low-Fidelity Wireframing
3. Low-Fidelity Wireframing
Started with lo-fi wireframes to:
Validate logical flow without UI distractions
Test data input strategies and navigation
Structure form-heavy screens for mobile usability
Tools: Pen, paper, then Figma wireframes for review.
Started with lo-fi wireframes to:
Validate logical flow without UI distractions
Test data input strategies and navigation
Structure form-heavy screens for mobile usability
Tools: Pen, paper, then Figma wireframes for review.
4. Design Principles
4. Design Principles
I followed these principles to guide every screen:
Visibility of Key Info: Outstanding balance, stock, EMI — always front and center
Tap Efficiency: Actions completed in 3 taps or less wherever possible
Error Prevention: Confirmations, toggles, and simple logic-driven forms
Offline-first Clarity: Clear sync indicators and separation of pending vs synced
I followed these principles to guide every screen:
Visibility of Key Info: Outstanding balance, stock, EMI — always front and center
Tap Efficiency: Actions completed in 3 taps or less wherever possible
Error Prevention: Confirmations, toggles, and simple logic-driven forms
Offline-first Clarity: Clear sync indicators and separation of pending vs synced
5. Hi-Fi Design & Handoff
5. Hi-Fi Design & Handoff
Moved to final UI once logic felt locked:
Designed atomic components (dropdowns, popups, cards, etc.)
Created a clean, icon-supported interface with fast scannability
Handoff included UI states for online/offline, empty/error, and success flows
Moved to final UI once logic felt locked:
Designed atomic components (dropdowns, popups, cards, etc.)
Created a clean, icon-supported interface with fast scannability
Handoff included UI states for online/offline, empty/error, and success flows
Outcome
Outcome
Better accountability : The design process helped translate chaotic field operations into a structured, agent-first system that didn’t just look good — it worked when and where it was needed most.rough searchable, timestamped activity logs.
Better accountability : The design process helped translate chaotic field operations into a structured, agent-first system that didn’t just look good — it worked when and where it was needed most.rough searchable, timestamped activity logs.
Feature Breakdown
Feature Breakdown
Dashboard: Sales Snapshot for Agents
Dashboard: Sales
Snapshot for Agents
Dashboard: Sales Snapshot for Agents
Problem
Problem
Agents had no centralized view to track stock, recent sales, or their transaction activity — which made it hard to stay on top of daily goals and customer follow-ups.
Agents had no centralized view to track stock, recent sales, or their transaction activity — which made it hard to stay on top of daily goals and customer follow-ups.
Solution
Solution
Designed a clean, mobile-first dashboard that delivers key metrics upfront — sold items, stock left, and a real-time activity log. Tabbed filters allow agents to switch views by day, week, or month, keeping their workflow focused and efficient.
Designed a clean, mobile-first dashboard that delivers key metrics upfront — sold items, stock left, and a real-time activity log. Tabbed filters allow agents to switch views by day, week, or month, keeping their workflow focused and efficient.
Quick Agent Overview
Shows real-time status, instantly grounding agents with key data.
Key Metrics Upfront
Top info cards surface performance KPIs for quick decisions.
Activity Timeline Scroll
Timestamped log enables fast scanning of agent-customer interactions
Impact
Impact
Real-time visibility into stock, sales, and payments — all at a glance.
Real-time visibility into stock, sales, and payments — all at a glance.
Customer Onboarding with Location Hierarchy
Customer Onboarding
with Location Hierarchy
Customer Onboarding with
Location Hierarchy
Problem
Problem
Manual customer creation led to inconsistent data and confusion around their exact location within large housing societies.
Manual customer creation led to inconsistent data and confusion around their exact location within large housing societies.
Solution
Solution
Introduced a 3-level dropdown hierarchy: Farm → Bunker → Unit, paired with optional profile photo upload. This ensured data accuracy and made customers easy to locate for follow-ups.
Introduced a 3-level dropdown hierarchy: Farm → Bunker → Unit, paired with optional profile photo upload. This ensured data accuracy and made customers easy to locate for follow-ups.
Smart Search Function
Find customers using names—built for real-world field chaos.
Profile Snapshot View
Condensed view of all dues, waivers, and notes in one swipeable screen.
Instant Access to Actions
Call, collect, or update right from search results—no extra taps.
Impact
Impact
Faster customer onboarding with consistent and searchable location tagging.
Quick, accurate order creation with transparent EMI communication.
Order Creation with Barcode & EMI Builder
Order Creation with
Barcode & EMI Builder
Order Creation with Barcode
& EMI Builder
Problem
Problem
Agents had trouble inputting product data manually and explaining EMI breakdowns to customers on the spot.
Agents had trouble inputting product data manually and explaining EMI breakdowns to customers on the spot.
Solution
Solution
Enabled barcode scanning to fetch product details instantly. Added editable selling price and dynamic EMI breakdown based on customer-selected biweekly plans.
Enabled barcode scanning to fetch product details instantly. Added editable selling price and dynamic EMI breakdown based on customer-selected biweekly plans.
Step-by-Step Builder
Guided flow ensures agents don’t miss critical order fields or pricing checks.
Auto-Filled Customer Data
Customer details like name get pre-filled, saving time.
Upfront Payment Summary
A clear breakdown of payable amounts and due dates speeds up closures.
Impact
Impact
Quick, accurate order creation with transparent EMI communication.
Quick, accurate order creation with transparent EMI communication.
Waiver & Buyback Conflict Resolution
Waiver & Buyback
Conflict Resolution
Problem
Problem
Field agents didn’t have a clear process to handle waiver approvals or product buybacks, leading to inconsistent and risky decisions.
Field agents didn’t have a clear process to handle waiver approvals or product buybacks, leading to inconsistent and risky decisions.
Solution
Solution
Built popups that guide agents through waiver adjustments or buyback entries — with amount fields, EMI recalculations, and audit tracking.
Built popups that guide agents through waiver adjustments or buyback entries — with amount fields, EMI recalculations, and audit tracking.
Context-Aware Prompts
Returns and waivers adapt based on transaction type, reducing field confusion.
Remark Input for Buybacks
Open text field allows agents enabling more informed and fair buyback evaluations.
Manager Override Option
High-risk waivers prompt a manager review flow for better control.
Impact
Impact
Standardized conflict handling with built-in logic for safe resolution.
Standardized conflict handling with built-in logic for safe resolution.
Remarks & Audit Trail
Remarks & Audit Trail
Problem
Problem
Agents and admins had no shared log of activities or decision history, making audits painful and accountability unclear.
Agents and admins had no shared log of activities or decision history, making audits painful and accountability unclear.
Solution
Solution
Created a “Remarks” module with auto-timestamps. Users can add, edit, search, or delete remarks for any transaction — replacing the old notification system.
Created a “Remarks” module with auto-timestamps. Users can add, edit, search, or delete remarks for any transaction — replacing the old notification system.
Quick Remark Logging
Agents can drop timestamped notes for any action—collections, waivers, or calls.
Tamper-Proof History
Every update—who, what, and when—is auto-recorded and uneditable.
Team Collaboration Ready
Remarks visible across agents & managers, improving context and next-step decision-making.
Impact
Impact
Better accountability through searchable, timestamped activity logs.
Better accountability through searchable, timestamped activity logs.
Reflection / Learnings
Reflection / Learnings
Designing MobiFlow wasn’t just about building features — it was about untangling real-world chaos and bringing structure to the lives of people who work in uncertainty every day.
Designing MobiFlow wasn’t just about building features — it was about untangling real-world chaos and bringing structure to the lives of people who work in uncertainty every day.
I learned how design logic can replace training manuals. Every screen was a decision point, and good UX meant fewer mistakes in the field.
This project taught me to embrace edge cases early — especially in scenarios like waivers, buybacks, and bad debts. Designing for unpredictability became the baseline, not the exception.
Offline-first thinking challenged me to rethink dependencies — I couldn’t rely on auto-syncs or server validations. I had to prioritize clarity, resilience, and local fallback systems.
Most importantly, I saw how design can directly impact trust — both between agents and their tools, and between customers and the company.
I learned how design logic can replace training manuals. Every screen was a decision point, and good UX meant fewer mistakes in the field.
This project taught me to embrace edge cases early — especially in scenarios like waivers, buybacks, and bad debts. Designing for unpredictability became the baseline, not the exception.
Offline-first thinking challenged me to rethink dependencies — I couldn’t rely on auto-syncs or server validations. I had to prioritize clarity, resilience, and local fallback systems.
Most importantly, I saw how design can directly impact trust — both between agents and their tools, and between customers and the company.
MobiFlow made me a better systems thinker, a more empathetic designer, and a huge believer in the power of invisible UX.
MobiFlow made me a better systems thinker, a more empathetic designer, and a huge believer in the power of invisible UX.
Darshan Laljani
MobiFlow