Terminix Legal Reporting UX

My expedition aimed to improve legal documentation and requirements for Terminix Branches using mobile technology to reduce errors in paperwork submitted to the State of California. This was identified as a "wicked problem" due to the immense complexities of applying mandatory legal information within typical service workflows. Outdated, unsupported mobile technology for these reports meant many branches had to create them by hand, a highly time-consuming process.

To navigate this intricate legal landscape, I orchestrated a "war room" with legal and sales/service experts, meticulously outlining the documents required by the State of California. The concept strategically leveraged an existing mobile application already in use by Terminix sales representatives that allowed plotting property issues on a digital grid. Our focus became enabling technicians to visually apply findings on this digital grid and be prompted with easy-to-answer questions that were mapped directly back to the required legal codes and statements. New features were seamlessly added to the existing sales application's graphing workflow through an easy-to-use and learn UI. This resourceful approach simplified complex legal processes through mobile technology.

This solution became a critical blaze marker, successfully retiring most field paperwork, significantly reducing the highly error-prone handwritten process which could take hours to complete. It allowed for real-time completion of reports during service, avoiding additional work for technicians, and ensured safe and secure data transfer quickly after a service visit. The project dramatically improved efficiency and accuracy, embodying the Nomadic Design principles of adaptability and resilience in transforming complex regulatory requirements into a streamlined, human-centered workflow.