Project Overview
RD Multiservices is a facility services start-up based in Barendrecht. I joined the team as a product designer, where my main focus was rebranding their marketing websites and designing an internal desktop application. My goal was to improve usability and accelerate business processes through user-centered design.
Overview
I redesigned a manual proposal process into a structured and automated workflow.
While the system enabled automated contract generation through CRM integration, my role focused on designing how this automation is structured, displayed, and used in practice.
By creating a guided workflow for reviewing auto-filled data, adding attachments, and completing proposals, I reduced proposal creation time from 72 hours to under 24 hours and increased lead conversion from 40% to 80%.
Project goal
For Contractors:
Reduce manual work and cognitive load by providing a guided workflow to review, complete, and send proposals efficiently.
For Our Internal Sales Team:
Enable a clear and seamless experience to receive, review, and sign contracts digitally without delays.
My role
I designed the end-to-end user experience, focusing on making automated processes usable.
I structured workflows, designed attachment and input flows, and collaborated with the sales team to validate real-world usability.
We have 2 different problems.
Sales team
The process relied heavily on one person and multiple disconnected tools, creating a high cognitive load and slowing down proposal creation.
"As a sales representative, I want to generate contracts quickly so that I can close deals faster."
Contracter
Users experienced long waiting times for contracts and had to go through a manual print, scan, and signing process.
"As a customer, I want to receive, review, and sign contracts easily so that I can complete the process without hassle."
Project goal
Reduce contract processing time from days to hours.
by transforming a manual workflow into a structured and automated process.
Improve efficiency for sales teams by reducing cognitive load.
and minimizing repetitive manual tasks through guided workflows and auto-filled data.
Enhance customer experience with a faster and simpler signing process.
by removing unnecessary steps and delays.
Increase flexibility so contracts can adapt to different business needs.
by structuring how templates, attachments, and inputs are managed.
Process
Instead of following a linear design process, I focused on identifying the core inefficiencies in the workflow and validating solutions with real users.
Research
User interview | User Journey map | Identify Inefficiencies & cognitive load
Design
Wireframe | Simplify decision-making
Prototype
Build interaction flow
Turning point
Identified missing workflow through edge cases during prototyping
Iteration
Redefined end-to-end workflow · Improved system consistency
Research
User interview
Through user interviews, I identified key inefficiencies in the proposal process.
Sales teams relied on multiple disconnected tools, requiring manual data transfer and repetitive work.
Users had to remember and transfer information across multiple steps, increasing cognitive load and the risk of errors.
User Journey map
To identify the painpoints based on sales team user interview and brainstorming, I created a current user journey map and create a ideal journey map to find a direction of design.
This helped me see where users got stuck, where steps were repeated, and where things were unclear.
While the journey highlighted user pain points, it also showed that the underlying workflow was fragmented and not clearly defined.
Ideal flow chart
To identify the painpoints based on sales team user interview and brainstorming, I created a current user journey map and create a ideal journey map to find a direction of design.
Design
I created wireframes to structure the workflow and make the process easier to follow. Instead of asking users to figure out what to do, I designed a clear step-by-step flow. Instead of making users think, I designed the system to guide them.
Contractor side
Users no longer need to manually check email attachments and print or scan documents. Instead, they can access all contracts in a single system, review every detail, and complete the process with just one e-signature.
View mode
Users can easily share contracts with other stakeholders for review before the final signing.
Sign mode
After verifying the signer’s identity through the CRM, users can switch to signing mode and complete the process with a secure e-signature.
Internal sales members side
Users can manage both the Worksheet and Blueprint within one program. At this stage, they can review the final quotation and send the completed proposal directly to clients from the app.
To make this process possible, several steps are required:
Collaboration with the operations team to develop a cleaning item checklist with google sheet.
Integration of an e-signature solution, ensuring compliance with EU e-signature regulations.
Prototype
Sales team side
Without a template, generating work schedules usually takes around 6 hours. With this Google Sheets template, salespeople can quickly review the floor plan and cleaning areas with their assigned duties. They can also set up the weekly schedule directly in the sheet, reducing the total time to just 2 hours.
Sales team side
Open the app and enter the customer’s CRM number. This will automatically pull up their information and the premade quotation from the CRM system.
Sales team side
Sales users can import the worksheet they created in Google Sheets through the Google API. They can simply select the file and attach it directly to the app.
Sales team side
This page is the final check-up section. Sales users can review all files before completing the proposal. Along with the worksheet, they can also verify the floor plan file that was previously attached in the CRM.
Sales team side
Sales users can send an email directly through the app. The recipient’s address is automatically taken from the customer’s contractor email in the CRM. Once sent, the proposal goes straight to the client!
Contractor journey
Contractor side
Proposal email
Users receive an email with a proposal link, allowing them to directly access the proposal in our app.
Contractor side
Viewer mode
Before signing the proposal, clients can review the quotation together with other stakeholders. Instead of checking scattered image attachments, they can now view the quotation PDF on the left side and access all important files—such as the work schedule and blueprint—within the same program.
Contractor side
Verify the contractor
When user decide to sign the contract, we need to verify this user is correct decision maker from CRM. I add a verification section.
Contractor side
Sign mode
Contractors can review the final documents and sign them in three ways: by typing their name to generate a signature, uploading an existing signature, or drawing a signature directly in the system. All signed documents are legally valid with an e-signature.
Contractor side
Signing mode
Once clients sign the proposal, they automatically receive a confirmation email containing all final proposal documents.
Contractor side
Confirmation email
Final stage, user recieive the confirmation email with attached files.
Turning points
Problem
While testing the prototype, I started to notice edge cases that were not covered.
That’s when I realized that focusing only on the user journey was not enough — the workflow itself was not clearly defined.
This became a turning point in the project.
Edge case 1
Some of proposal, they don't require workschedule, it can be skippable. but we still need to check that sales.
Edge case 2
Potential clients currently face friction because they cannot download their proposals for offline review, internal sharing.
Edge case 3
Users want to add more files (such as previous proposals or blueprints) from Pipedrive to a proposal.
However, the current design automatically pulls only one file from the Pipedrive deal, so users cannot choose or add multiple attachments.
Iteraction: Redefining the workflow
After identifying missing edge cases, I redefined the workflow to make the system more consistent and reliable.
Key improvements:
Handle edge cases more clearly
Reduce error in the process
Ensure consistent contract creation
Before
After - This structure allows users to complete proposals without needing to think about the process.
Edge case 1 - Improved
Some of proposal, they don't require workschedule, it can be skippable. but we still need to check that sales.
Edge case 2 - Improved
Potential clients currently face friction because they cannot download their proposals for offline review, internal sharing.
Edge case 3
Users want to add more files (such as previous proposals or blueprints) from Pipedrive to a proposal.
However, the current design automatically pulls only one file from the Pipedrive deal, so users cannot choose or add multiple attachments.
How improve?
By reducing manual work and structuring the workflow, the proposal process became significantly faster and more consistent.
This improved both operational efficiency and customer conversion.
3 steps
Creating a worksheet used to take a lot of time with extra office visits. Now, with the checklist sheet, sales users can build the schedule directly with the client on-site.
With our new all-in-one app, we only need the CRM, Google Sheets, and the app itself. All proposals are now created and delivered directly through the app.
Before, the proposal process was so complicated that only one salesperson could handle it. Now, with the simple onboarding flow, anyone can create and send a proposal to the client.
Before, clients had to sign each page by hand, then scan and send it back. Now, with one e-signature, they can legally sign the whole contract in seconds, saving time and removing hassle for the prospect.
What next?
Worksheet in the app
Because we quickly built the MVP of the proposal onboarding app, we couldn’t yet develop our own worksheet feature. In the next project, we plan to add a function to create cleaning work schedules directly in our app, without relying on Google Sheets.
