Enterprise · UX/UI
Data Protection
Declaration
DHL requires customers and employees to agree to data protection declarations to stay compliant with privacy regulations. The process was largely paper based, leading to inefficiencies, delays, and real security risk. This case study looks at how digitizing it improved the experience, the security, and the compliance behind it.
A slow, paper based process
The existing declaration process ran almost entirely on paper, and it showed.
- Manual paperwork led to inefficiencies and a higher risk of lost or misplaced forms.
- Users had no visibility into the status of their submission.
- Complex legal language made the terms hard to understand.
- Physically signing and submitting forms was inconvenient for everyone involved.
A clear, guided digital process
We set out to replace the paperwork with something people could actually trust and finish quickly.
- Create an intuitive digital data protection declaration process.
- Improve transparency with a real time tracking system.
- Simplify legal terms using clear, human centered language.
- Ensure security and compliance with GDPR and other regulations.
Who we designed for
We grouped research around three audiences who touch the declaration process in very different ways, then validated the problem with a short survey across all three.
01
Customers
People using DHL services who need to agree to data privacy terms before their shipment or account can move forward.
02
Employees
Staff who handle customer data day to day and are required to complete recurring compliance training and sign off.
03
Legal & Compliance Teams
The internal team responsible for managing documentation, audits, and keeping every declaration on record.
What We Learned
60%
of customers prefer a digital signing process over paper
80%
of employees found the current process time consuming
40%
of users struggled to understand the legal terms
Four pillars of the new experience
The redesign came together around four connected pieces: a form people could actually finish, an interface that stayed out of their way, security that held up to compliance standards, and a clear record of what happened after they hit submit.
Guided, not overwhelming
- A step by step guided process explaining key terms in simple language.
- Electronic signing through DocuSign integration.
- Pre filled information for returning customers to speed things up.
Clear at every step
- Minimalist design with clear sections for key information.
- A progress tracker showing completion status.
- Accessibility features, including translation and text to speech.
Built to hold up
- Two factor authentication for added security.
- A full audit trail for tracking submissions and changes.
- GDPR compliant data encryption and storage.
Nothing left unclear
- Instant confirmation email with a downloadable copy.
- A dashboard to check status, update agreements, and get notified.
From mid fidelity to a tested flow
We mapped the process as mid fidelity wireframes first, then built it out as a high fidelity, interactive Figma prototype so users could walk through the real flow before anything went into development.
Explains the purpose of the declaration in plain language before anyone commits to starting it.
Breaks the declaration into short, digestible steps instead of one long legal document.
Lets the user review and sign digitally through the DocuSign integration.
Shows a successful submission along with a tracking link for later reference.
What testing changed
- Users wanted clearer progress indicators as they moved through the form.
- The legal terms still needed a simpler explanation.
- People asked for an auto save feature so nothing was lost mid way.
- Added tooltips that explain legal terms in plain language, right where they appear.
- Introduced a chatbot assistant for quick guidance without leaving the flow.
- Built in opt in preferences for marketing and data sharing.
Results & Impact
85%
faster processing time for data declarations
Less
paper waste, supporting DHL's sustainability goals
Clearer
compliance tracking, reducing missed agreements
92%
of users found the new process easier
From a slow system to a trusted one
Digitizing DHL's data protection declaration process turned a slow, manual system into something fast, clear, and easy to trust. Next up is an AI powered FAQ, mobile app integration, and exploring blockchain verification for an added layer of security.
Good UX doesn't just make compliance easier to follow. It makes people trust the process enough to actually follow it.
Next Project
Government · Web Design · 2023