Terminix Legal Reporting UX
Terminix California Reporting: Legal UX
How might we improve the legal documentation and requirements for Terminix Branches using mobile technology to reduce errors in paperwork submitted to the State of California?
Insights
Talk about a wicked problem. This was no exception in how we were to solve by reducing as many friction points for applying mandatory legal information during a typical Terminix service workflow. Mobile technology was no longer supported during this request, and many branches had to create these reports by hand for a substantial amount of their services. Working with individuals who were experts in the legal and sales/service of Terminix service products, a war room was set up, and we spent long hours and a few days hashing out the documents required by the State of California.
Concept
We had been developing a mobile application for the Terminix sales representatives that allowed them to plot on a digital grid the property and critical findings of where Terminix located issues and problems. This digital grid was where we focused our attention to allow Terminix technicians to apply findings visually and prompt them with easy-to-answer questions. These questions were mapped back to the legal codes and statements required in the State document.
Solution
Leveraging existing sales applications, we added new features to the graphing workflow through easy-to-use and learned UI. This UI allowed the Terminix technician to answer a series of short questions quickly, thus, in turn, allowing technology to apply the mandatory legal code and statements required by the state. We could now retire most of the paperwork processing in the field. Reduce the highly error-prone handwritten process, which could take a few hours to complete. Allow users a real-time completion workflow while doing their job and not adding to their work week. And ultimately safely and securely transfer the data within a short period of completing a service visit.