Electronic Signature & Contract Management
Company Esign (https://www.esign.cn/)
My Role UX Lead Designer
My Deliverables User Research, Wireframe, Prototyping, Mobile App Design, Web Design, User Test
Tools Figma, Axure, Miro
Year 2019-2021
Team I led UI & UX designers, product, engineers, QA testers
Overview
Esign is China's top electronic signature firm, which provides various services such as eSignature, identity verification, contract management, and document generation. These services are designed to make business operations more efficient and secure.
I was the UX lead designer at Esign, I led a team of four designers who worked on designing mobile apps for e-signature. Apart from mobile app design, I was also responsible for e-signature SaaS web design.
In this project, I focused on redesigning electronic notarization, including the whole process of securely sending, signing, and notarizing agreements online.
Project Background
There is a high prevalence of single agreements, with fewer requirements for multiple document scenarios.
It's pretty uncommon to encounter situations where multiple documents must be dealt with. Additionally, attachments are not very common. Some users may not be sure whether they need to sign an attachment. Therefore, we have decided not to highlight the attachments.
From February 23, 2021, to March 25, 2021, here is some additional data:
More than half of the agreements were applied to the template agreements, specifically 56.07%.
43.93% of agreements didn’t depend on template agreements.
User Research
From February 1 to March 23, 2021, we collected feedback and comments from 337 out of 1322 iOS users surveyed, resulting in a 25% response rate. Our survey of Android users received feedback from 207 out of 1254 surveys sent, resulting in a 17% response rate.
Users’ Feedback and Comments
Here is the list of feedback in order of importance, with the most important one:
The user experience on this product is complicated, and not easy to get on track.
There are some issues with filling in the information of documents. Such as no functions for filling in the company name automatically, and no saving draft function.
It is inconvenient that there are no options to select template contacts or customize templates for contacts.
The app do not support the purchase of individual contract or agreement services.
Customer Touchpoint Map
Below is a customer journey map that outlines the process from creating a new contract to sending it. Along with the user experience pain points.
Identifying New Opportunities
Improve the conversion rate of users creating and sending agreements from 40% to 50% for all users and 10% to 15% for new users.
Efficiently create and send agreements with reduced time.
Enhance customer satisfaction by improving the user experience.
Start a new agreement
Send from a template
Send from a draft
Highlight The Improvements in New Design
Make it clear that signs from different entries
The new design uses tabs to differentiate between the different ways of initiating the signing process
Users get to know different signing ways from the very beginning.
Reorganize the priority of information
To help users stay focused, it's important to group the most critical information and prioritize it. This will make it easier for them to get on track and quickly access the necessary information.
Easily upload users’ agreements with their choices
Firstly, you need to reveal the files that are required to be uploaded. Then, provide users with clear instructions on where to upload those files.
The smooth and friendly user experience of uploading.
Provide users with the ability to start a new agreement from a pre-existing template.
Add signers efficiently
Provide a shortcut for adding the user who sends the agreement.
Provide a selection of people who have recently been contacted.
