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📊 System Snapshot

QA data collection: Google Form completed by Crew Leader

Document generation: Automated PDF created with Document Studio

Signature capture: Customer signs using Adobe Fill & Sign

Delivery: QA document emailed to Crew Leader with instructions

Storage: Signed documents returned to the office for filing

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Overview

This system was designed to simplify the process of collecting customer signatures for job completion quality assurance.

Previously, crew leaders submitted QA information through a form where customers were asked to type their initials directly into the system. This approach created confusion and did not replicate the experience of a real signature.

The goal of the updated system was to create a workflow that allowed crews to collect a proper customer signature onsite while automatically generating the QA documentation required by the office.

This system is currently in its second iteration after observing how crews interacted with the initial workflow in the field.

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Before

• QA information submitted through a Smartsheet form
• customers typed their initials instead of providing a signature
• documentation did not resemble a traditional signed form
• QA tracking relied on manual review of submissions </aside>

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After

• crew leaders complete a Google Form at job completion
• form responses automatically generate a QA PDF document
• the system emails the document and instructions to the crew leader
• the customer signs the document onsite using Adobe Fill & Sign
• the signed document is returned to the office for storage </aside>

The Challenge

The QA process needed to balance two competing requirements.

The system had to collect accurate QA data while also making it easy for crew leaders to complete the process in the field. Any solution that added complexity for the crews would risk low adoption.

The workflow needed to:

• work easily from a mobile phone
• minimize steps for crew leaders
• generate the correct QA document automatically
• allow customers to provide a proper signature

System Design

The solution connected form submission, document generation, and field signature capture into a single workflow.