MARYAM KI DASTAK

The project began by identifying systemic pain points—long queues, unclear procedures, and limited reach—through direct observation of service bottlenecks. These insights shaped a strategy focused on reducing friction, improving transparency, and building trust through guided digital interactions and real-time service coordination.

The platform ecosystem includes the Dastak mobile app for citizens, the Muavin app for facilitators, and a CRM dashboard for call center teams. Each tool was designed with clarity and purpose: intuitive booking flows, live tracking, document checklists, and secure communication channels. The experience is unified across roles, ensuring that both citizens and facilitators can navigate tasks with confidence and ease.

Iteration was driven by real-world usage and operational feedback. Facilitator input helped refine navigation and dispatch logic, while citizen behavior informed improvements to scheduling and document workflows. Continuous updates ensured that each touchpoint—from booking to doorstep delivery—remained intuitive and responsive to user needs.