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 designed a two-sided onboarding system for both the sales team and clients. The system automated contract creation and enabled secure digital signatures, improving speed, clarity, and professionalism.
Project goal
For Contractors:
Provide a clear and simple onboarding experience by helping users complete the required documents and approve contracts quickly with a digital signature.
For Our Internal Sales Team:
Streamline the contract creation process by automating repetitive tasks and providing a step-by-step builder that ensures consistency, accuracy, and faster response times.
My role
I led the UX research to identify the core problems and solutions, and was responsible for the full process from user journeys to UI design.
Process
Research
User interview | Define problem
Ideate
Design the proposal sign up process per contracter and sales team side.
Design
Wireframe | Design Critics
Prototype
User test
We have 2 different problems.
Sales team
The sales process depended on a single person, used multiple unconnected tools, and lacked automation and templates, resulting in slow data transfer, repetitive tasks, and wasted time.
"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.
Let users upload and attach extra files directly in the web app.
Improve efficiency for sales teams by minimizing repetitive manual tasks.
Add commonly used templates or default fields for work schedules and blueprints automatically.
Enhance customer experience with faster, easier signing.
Shorten the process time from 3 days to 1 day.
Increase flexibility so contracts can adapt to different business needs.
Allow users to easily add or remove specific elements in proposals.
Research
User interview
To better understand the pain points in our proposal journey, I conducted user interviews with our sales team. The goal was to identify why generating a proposal took so much time and to uncover inefficiencies in the internal process, as well as to understand how clients experienced the contract sign-up journey from their perspective.
User Journey map
To identify the painpoints based on sales team user interview, I created a current user journey map and create a ideal journey map to find a direction of design.
Ideal Flow
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.
What are the improve point?
The Difference Our New Proposal Application Makes
Reduce time to create a proposal
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.
Save cost to reduce the tools
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.
Anyone can create a proposal
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.
Less hassle for clients with e-signature
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's next?
Build our own facility app
We currently use an application called the ‘facility app’ to manage cleaners and communicate with clients. However, its UI is too complicated, many features go unused, and it’s costly. To improve client communication and reduce workload, we plan to build our own facility app that connects seamlessly with the onboarding app.
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.
