Project
Mauro Resolve
Role
Product Designer
Category
Fintech / Vehicle documentation
Designing a digital platform to simplify vehicle documentation services in Brazil
Overview
Mauro Resolve is a digital platform created to help vehicle owners in Brazil access, understand and resolve documentation-related services more easily. Before the product, Mauro Despachante already had a strong service operation, supporting a high volume of customers through WhatsApp and manual assistance. The opportunity was to transform this operational knowledge into a scalable digital experience, giving users more autonomy to check vehicle debts, access services, make payments and get support when needed. The product needed to make a traditionally bureaucratic process feel clearer, safer and easier to use.
Responsabilities
Understanding the business context and current service operation;
Mapping key user journeys and product flows;
Structuring the app experience and information architecture;
Designing flows for vehicle consultation, debts, payments and support;
Creating wireframes, high-fidelity screens and interactive prototypes;
Defining visual patterns and reusable components;
Preparing the design for handoff and supporting alignment with development.
Challenge
Vehicle documentation in Brazil is often complex, fragmented and hard to understand.
The challenge was to turn a service-based operation into a digital product that could scale, while preserving the trust and guidance that were already part of Mauro’s relationship with customers.
The goal was to help users quickly understand their vehicle situation, what needed to be paid or resolved, and what action to take next.
Process
The process started by understanding Mauro’s current operation, the most requested services and the main friction points in the user journey.
From there, I mapped the core flows around vehicle consultation, debt visualization, payment, service access and support.
Instead of simply translating the WhatsApp experience into an app, the product structure was designed around the user’s main needs, helping them move from uncertainty to action with more clarity.
Design decisions
The design was guided by a few key decisions:
Focus first on the B2C experience
Although the product could serve both B2B and B2C audiences, the first version was focused on end users. This decision was based on the understanding that B2C had stronger potential for scale, recurrence and long-term profitability.
Prioritize status, debts and payments
The first version focused on the most relevant user needs: checking the vehicle situation, understanding pending debts and starting a payment or service request.
Keep WhatsApp as a support layer
Since WhatsApp was already an important trust channel, it remained available for complex cases and human assistance.
Design for trust
Because the product involves payments and sensitive vehicle information, the experience needed to feel transparent, secure and reliable.
Visual Direction
The visual direction focused on trust, clarity and accessibility.
The interface uses a clean structure, clear hierarchy, cards, direct actions and mobile-first components to make the experience simple, reliable and easy to navigate.
The goal was to reduce the feeling of bureaucracy while still communicating credibility during important moments such as debt consultation and payment.
Final experience
The final experience allows users to access vehicle information, check pending debts, view available services, make payments and contact support when needed.
The main areas of the product included:
Vehicle overview;
Debt consultation;
Payment flow;
Service access;
WhatsApp support.
The result was a digital foundation that helped Mauro Resolve move from a mostly manual service model toward a more scalable product experience.
Learnings
This project reinforced that Product Design is not only about creating interfaces, but about organizing complex service logic into a clear and trustworthy experience.
Mauro Resolve showed how a traditional service operation can become a scalable digital product without losing the human support and trust that made the business strong.