Digital Operations · Web Application
Replacing paper waivers with a structured digital customer flow
A paper-based waiver and intake process became a mobile-first digital flow with a searchable customer record behind it, usable by staff at the counter.
Operational workflow analysis
Mobile-first UX
Application development
Access control and data protection
Reporting and operational handover
The challenge
XPark was running customer intake on paper. Paper works until you need to find one form among thousands, confirm what a returning customer already signed, or answer a question about an event months after it happened.
The replacement had to survive the conditions the paper version handled without complaint: a queue at the counter, a phone held in one hand, an adult signing for children as well as themselves, and staff who cannot stop to troubleshoot software.
The approach
I mapped the operational workflow before designing anything, because the described version of a process and the real one are rarely the same. The digital flow follows what staff and customers actually do rather than an idealised sequence.
The waiver itself is public and mobile-first, with signature capture and a lookup that recognises a returning customer so they are not re-entering details they have already given. Everything behind it—the customer record, search and reporting—sits behind authentication.
What I delivered
A public mobile-first waiver with structured intake and secure signature capture, repeat-customer lookup, and a customer record built to be found again rather than merely stored.
Behind authentication, a protected administration area with search, filtering, customer record detail, reporting and CSV export, so the data collected at the counter is usable by the operation rather than trapped in it. Alongside this sat broader customer-communication work using WhatsApp Business.
Technical architecture
The application runs on Next.js with Firebase behind it. Access is constrained by Firestore security rules rather than by trusting the client, so an administrative capability is enforced on the server side regardless of what a browser requests.
Deployment is continuous from the repository, which matters more than it sounds: an operational tool that cannot be fixed quickly during opening hours is a liability rather than an improvement.
Outcome
A physical operational process became a digital one that produces a usable record. Staff can find a customer, confirm what was signed, and export what the operation needs without handling paper.
The wider value is that customer data collected once is now reusable across the operation, which is the point at which digitising a form stops being administrative tidiness and becomes an operational capability.
My contribution
- Mapping the physical workflow before designing the digital one
- Mobile-first waiver and intake UX
- Full-stack development in Next.js and Firebase
- Authentication and security-rule design
- Administrative reporting and export
- Deployment and production support
Technology
- Next.js
- Firebase Authentication
- Cloud Firestore
- Firestore Security Rules
- Vercel
- GitHub
- CI/CD
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