Self-Check-In - Product Requirements Document

Version: 2.0 | Status: Ready for Stakeholder Review | Last Updated: 2026-01-15

Change Log:

Version	Date	Author	Changes
1.0	2026-01-09	System	Initial technical draft
2.0	2026-01-15	Product	Business-focused conversion, added success metrics

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1. Executive Summary

1.1 Purpose

Self-Check-In enables customers to complete the rental check-in process independently before their scheduled pickup through a secure digital form, eliminating manual document collection and reducing pickup counter time.

1.2 Problem Statement

Rental companies currently collect customer documents (driver’s licenses, passports, IDs) via email and WhatsApp messages. This creates three critical business problems:

Problem	Business Impact
Security Risk	Sensitive documents transmitted through unencrypted channels expose company to data breach liability
Poor Customer Experience	Scattered document collection creates unprofessional impression, reducing repeat business
Operational Inefficiency	Staff spend 10-15 minutes per pickup searching through email/WhatsApp threads for documents

1.3 Business Value

Value Area	Measurable Outcome	Timeframe
Security Compliance	Eliminate unencrypted document transmission; achieve 100% secure document collection	Within 30 days of launch
Staff Time Savings	Reduce per-pickup document processing from 10-15 minutes to 2-3 minutes	Within 60 days
Customer Satisfaction	Increase pickup experience satisfaction scores by 15+ points	Within 90 days
Operational Throughput	Increase pickups handled per staff member per hour by 25%	Within 90 days
Data Quality	Reduce customer information errors requiring correction at pickup by 70%	Within 60 days

1.4 Target Users

User	Role	Business Context
Rental Customers	Primary	Customers with confirmed reservations who want faster pickup experience
Counter Staff	Secondary	Staff processing vehicle pickups who need accurate customer data ready
Office Administrators	Secondary	Staff who create and track self-check-in requests

1.5 Scope

In Scope:

• Creation and secure delivery of self-check-in requests
• Customer information verification and document upload
• Request status tracking and automatic expiration handling

Out of Scope:

• Payment processing (handled separately)
• Reservation modifications
• Real-time identity verification
• Digital signatures (separate system)

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2. Success Metrics

Metric	Definition	Baseline	Target	Measurement Method	Timeframe
Secure Document Rate	% of documents collected via Self-Check-In vs. email/WhatsApp	0%	80%+	Document source tracking	90 days
Check-In Completion Rate	% of sent requests completed before pickup	N/A	70%+	Request status reporting	60 days
Pickup Processing Time	Average minutes from customer arrival to departure	15 min estimate	<8 min	Time tracking at counter	90 days
Customer Satisfaction	Pickup experience rating (1-10 scale)	TBD (baseline survey)	+1.5 points	Post-rental survey	90 days
Data Error Rate	% of pickups requiring customer info correction	25% estimate	<8%	Counter correction logs	60 days
Staff Productivity	Pickups processed per staff member per hour	4/hour estimate	5+/hour	Operational reporting	90 days
Request Delivery Success	% of notifications successfully delivered	N/A	98%+	Email/SMS delivery logs	30 days

Baseline Collection Plan:

• 30-day pre-launch measurement period
• Counter staff time studies for pickup processing
• Customer survey for satisfaction baseline
• IT review for current document collection methods

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3. User Stories

3.1 Administrator Stories

Priority	Story	Acceptance Criteria
P0	As an administrator, I want to create a self-check-in request for a customer so they can complete check-in before arrival	Given a confirmed order, When I create a self-check-in request, Then the customer receives a secure link within 30 seconds
P0	As an administrator, I want to choose delivery method (email, SMS, or both) so customers receive the link through their preferred channel	Given I select delivery method, When the request is created, Then notification is sent via selected channel(s) with 98%+ success rate
P1	As an administrator, I want to view request status so I know which customers are ready for pickup	Given I access the order detail, When I view self-check-in status, Then I see current status (pending/completed/expired)

3.2 Customer Stories

Priority	Story	Acceptance Criteria
P0	As a customer, I want to receive a secure link to complete check-in so I’m prepared before pickup	Given I have a reservation, When I receive the check-in link, Then I can access a secure form without login within 3 clicks
P0	As a customer, I want to verify and update my personal information so the rental company has accurate details	Given I access the check-in form, When I review my information, Then I see pre-filled data and can edit any field
P0	As a customer, I want to upload required documents so I don’t need physical copies at pickup	Given I’m on the check-in form, When I upload documents, Then files are accepted and confirmation is shown
P1	As a customer, I want confirmation that my check-in is complete so I know I’m ready for pickup	Given I submit the form, When submission succeeds, Then I see clear confirmation message with pickup instructions
P1	As a customer, I want the form in my language so I can complete it without confusion	Given my language preference, When I access the form, Then all text displays in my preferred language

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4. Functional Requirements

4.1 Request Creation

• Administrators can create self-check-in requests from order detail page for confirmed orders
• System generates unique secure access link for each request
• Request links to specific order and customer with tenant isolation
• One active request allowed per order

4.2 Notification Delivery

• System delivers notifications via email, SMS, or both based on administrator selection
• Email includes personalized greeting, reservation details, branded styling, and clear call-to-action
• SMS includes concise message with essential details (customer name, vehicle, link)
• Notifications support 12 languages based on customer preference
• Partial delivery failures (one channel fails) don’t block the other

4.3 Customer Check-In Form

• Customers access form via secure link without login requirement
• Form pre-populates with existing customer data
• Customers can verify and update: personal information, contact details, address, documents
• Document upload supports driver’s license, passport, and ID documents
• Form validates required fields before submission
• Mobile-responsive design for smartphone completion

4.4 Status Management

• Requests have three states: pending, completed, expired
• Requests automatically expire 1 hour before scheduled pickup
• Completed requests record timestamp and entered information
• Expired requests display clear message; form access disabled

4.5 Data Updates

• Customer record updates immediately upon form submission
• Entered information stored separately for audit trail
• Order record updated with self-check-in request reference

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5. Acceptance Criteria

5.1 Request Creation & Delivery

• Given a confirmed order, When admin creates request, Then secure link generated in <5 seconds
• Given delivery method selected, When request created, Then notification sent via selected channel(s)
• Given company branding enabled, When email sent, Then company logo and colors displayed
• Given customer locale set, When notification sent, Then content in customer’s language

5.2 Customer Experience

• Given valid link, When customer clicks, Then form loads in <3 seconds with pre-filled data
• Given customer submits form, When all required fields valid, Then confirmation shown and data saved
• Given expired link, When customer clicks, Then clear expiration message displayed (no form access)
• Given invalid link, When customer clicks, Then appropriate error page shown

5.3 Data Integrity

• Given form submitted, When data saved, Then customer record updated accurately
• Given documents uploaded, When form submitted, Then documents stored and associated with customer
• Given request completed, When admin views order, Then status shows “completed” with timestamp

5.4 Security & Compliance

• Given document upload, When transmitted, Then encrypted in transit and at rest
• Given request created, When link generated, Then link is cryptographically secure and unique
• Given tenant A’s customer, When accessing form, Then no access to tenant B’s data

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6. Business Rules

Rule	Description	Rationale
Order Status	Only confirmed orders can have self-check-in requests	Prevents wasted customer effort on cancelled reservations
One Active Request	Maximum one active request per order	Prevents customer confusion from multiple links
Contact Required	Customer must have email or phone for notification	Ensures delivery capability
Expiration Window	Requests expire 1 hour before pickup	Ensures staff have time to prepare if customer didn’t complete
Immediate Updates	Customer data updates take effect immediately	Enables real-time data accuracy for pickup
No Re-activation	Expired requests cannot be reactivated	Admin creates new request if needed
Feature Access	Feature requires appropriate subscription plan	Ensures proper monetization

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7. Non-Functional Requirements

Category	Requirement	Target
Performance	Form page load time	<3 seconds
Performance	Notification delivery time	<30 seconds
Availability	System uptime	99.5%
Security	Document transmission	Encrypted (TLS 1.2+)
Security	Access token entropy	190+ bits
Localization	Supported languages	12 languages
Accessibility	Mobile compatibility	Responsive design, all screen sizes
Data Retention	Request records	Per tenant data retention policy

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8. Dependencies

8.1 Upstream Dependencies

System	Dependency Type	Impact if Unavailable
Multi-Tenant System	Required	Cannot create tenant-scoped requests
Customer Management	Required	Cannot link requests to customers
Order Management	Required	Cannot link requests to reservations
Communications (Email/SMS)	Required	Cannot deliver notifications

8.2 Downstream Dependencies

• None (self-contained feature)

8.3 Future Integration Opportunities

• Payment processing for deposits
• Identity verification services
• Digital signature integration
• Vehicle inspection photo upload

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9. Risks & Mitigations

Risk	Likelihood	Impact	Mitigation
Low customer adoption	Medium	Reduced ROI	Clear email/SMS messaging; staff training to promote feature
Notification delivery failures	Low	Customer doesn’t receive link	Multi-channel delivery option; admin visibility into delivery status
Customer submits incomplete data	Medium	Still requires counter correction	Required field validation; clear error messaging
Link shared/forwarded inappropriately	Low	Potential data exposure	Single-use recommendation; expiration enforcement

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10. Glossary

Term	Definition
Self-Check-In Request	A digital request enabling customers to verify information before vehicle pickup
Check-In Completion	Customer successfully submitted the self-check-in form
Pickup Processing Time	Minutes from customer arrival at counter to vehicle handover
Secure Document Collection	Document transmission via encrypted channels with proper access controls
Request Expiration	Automatic invalidation of check-in link 1 hour before scheduled pickup

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11. Approval

Role	Name	Date	Signature
Product Owner
Business Stakeholder
Engineering Lead
Operations Lead