Case Study: MSS

People move Picassos from NY to SF with Promptworks.

Movers Specialty Services: Enhancing technician communication and on-time arrival of precious items

Movers Specialty Service (MSS) focuses on relocating highly valuable and sensitive items, such as priceless artwork, delicate lab equipment, and historical artifacts. MSS needed an app to improve their workflow and customer experience. More specifically, they wanted a way to prepare their technicians for jobs and to notify customers of estimated times of arrival.

Here was our challenge:

MSS moves are complex and critical. They needed an app that would help instruct their moving contractors on exactly how, when, and where to complete the tasks needed to protect and move fragile cargo. Additionally, MSS needed to notify customers within a 30-minute window of the contractor’s expected arrival, the app needed to allow contractors to easily report status.

Unfortunately, movers have many constraints that impact reporting. Their hands are busy, they may be wearing gloves that restrict access, and they’re not accustomed to giving progress updates. The app had to be built around contractors’ needs to motivate them to report back more regularly.

Here's how we solved it:

A Promptworks designer went on ride-alongs with movers to analyze the process. This informed user experience decisions, from feature ideation to app flows and screen design.

We were then able to rapidly prototype and test using React Native and Visual Studio App Center, turning wireframes into a working mobile app connected to MSS’s live API. A small group of users began testing within two weeks; within eight weeks, a dozen users across the country were utilizing the test build and providing the team with insights on cross-device issues and needed features.

Movers could now view their daily jobs and tasks, provide evidence of completed jobs to MSS, and provide the customer with an ETA. On the job site, they could also access information offline, request changes, and see when clients signed off on updates.

See the results:

MSS’s work became easier than ever and, due to additions based on user insights, reporting happened consistently. Plus, customer feedback has shown MSS that the ETA indications are accurate and that the sign-off process is intuitive.