Gowago / Case study

A smoother handover

A digital handover protocol to help customers record their car’s condition and sign on delivery day.

Product Design
AI-assisted Prototyping
User Testing
Illustrative scene of a customer photographing a car during handover
My role
Product designer
Team
1x Product Manager, 1x Front-end Developer, 1x Back-end Developer, Mobility and Delivery team
01 / The challenge

A new car.
An unfinished handover.

At delivery, customers inspect their leased car, take photos, and sign a protocol recording its condition. The paper process was often left unfinished, and the delivery team had to chase customers repeatedly.

We set two goals: 100% of customers signing on delivery day, and a completion time of 10 minutes.

  1. 01

    Start the inspection

    1. Open the handover
    2. Start the camera
    Camera access blocked?

    Yes
    Open in Safari or Chrome, or upload photos instead

    No
    Begin taking photos

  2. 02

    Photograph the car

    1. Follow the guided photo sequence
    2. Review all photos
    Photo needs replacing?

    Yes
    Retake the photoReturn to review

    No
    Submit photos

  3. 03

    Report damage

    1. Check for existing damage
    Damage to report?

    Yes
    Photograph damage and select its typeAdd a description or report more damage

    No
    Continue to the summary

    Review and edit before submitting
  4. 04

    Confirm the handover

    1. Review photos and damage details
    2. Accept the confirmation and terms
    3. Submit the handover
    4. Access the completed PDF
The final flow, including camera-access alternatives, photo retakes, and optional damage reporting.
02 / The approach

Make it workable.
Then make it familiar.

We developed an AI-assisted working prototype with Product, developers, and the delivery team. Internal feedback helped us refine the digital process before moving into the final design.

We then adapted it to Gowago’s design system and prepared smaller, prioritised releases.

Built with Figma Make to align the delivery team and internal stakeholders.
03 / The design

From paper
to a web experience.

We launched the first version as a web app, then tested it with customers. Their feedback identified improvements that we addressed across the first two releases.

A staged mobile walkthrough using the final design screens, with an illustrated photo-taking sequence.
04 / The results

More signed handovers.
Less time to complete.

Tracking after the first month showed more customers signing on delivery day and a much shorter process. Same-day signing was still below our 100% goal, while completion time came close to the 10-minute target.

81%Signed on delivery day, up from 30%
2.7×The previous same-day signing rate
11 minCompletion time