The challenge

The existing eSignature feature on Rocket Lawyer required the customer to create a separate account with a third party provider called EchoSign. This resulted in a very disjointed experience and led to a lot of customer complaints and abandonment of unsigned documents.

I was asked to design a new eSignature process that made the people who were creating the agreement center of focus.

Discovery

I conducted a brainstorm session with the Product Team to explore stumbling points experienced by our customers. Using Ideo design philosophy, "How Might We?" is the key phrase used to identify problems to solve.

Each Post-it note captures one idea. Ideas are then sorted, grouped and voted upon.

Sketching

This phase consists of several drawing exercises to get ideas on paper and allow for explanation to the group.

The orange dot stickers represent votes from team members.

Journey diagrams

This diagram shows one of the many flows from this product.

These were carefully reviewed by stakeholders to ensure compliance with site membership and entitlements.

Low fidelity prototype

In this particular case, I used a paper prototype to validate some of my UI ideas. The wireframes were also used to help the Developers to get a jump on coding the functionality.

Mobile audience

Using Webflow, I was able to design in all platform spaces at once. The responsive version of eSign presented its own set of challenges such as creating more steps for smaller screens.