Something to Prove

Reducing 15% of overhead for customer support by introducing paperless signatures

Finalising and closing a move required a so called Prove of Service (POS) signed by the client as well as the removal company, as a legal step to prevent claims in hindsight.

We needed a new way to collect the POS as the existing paper ones caused problems that became increasingly expensive to handle in terms of claims or documentation. Especially when drivers were handling several moves during a day.

But switching from paper to digital was less straight forward then one might think.

Challenges of hardcopies

• Blurry photos by removal companies

• Lost or forgotten hardcopies

• Complex complaints and claims from both parties when hardcopies are missing or hard to read

• No printer available
  

Challenges of digital signature

• Access restriction to the partner app to separate removal drivers and managers

• Adding a new flow to the Partner App

• Simple workflow for movers with little German language knowledge\Legally compliant and affordable signature component

We needed to understand the flow of how the moves were shared by the removal companies with their drivers.

• Understand activity

• Detect touchpoint changes

• Access management

• Locate data exchanges

Adobe XD prototype overview

AdobeXD Mock-up examples

Sequential Move View to access the POS / Leistungsnachweis

We always used the German word to make clear it fits into the UI

Signatures by each driver and client with a GDPR compliant and secure signature service

Opportunity for each customer s well as driving partner to give a first feedback about how the move went, to make clear if there were any costly daily issues