A massive upgrade for over 7000 document signing users.
Role: Senior Product Designer
Dates: November 2022 - March 2023
SuiteFiles digital document signing was in need of updating to meet customer expectations and requests. Over the two years customers had been asking about updates and a laundry list of functionality has been suggested.
The process
The product team worked together diving into the laundry list of customer feature requests and passed interviews to develop an initial scope. Our initial scope was to upgrade the user interface of creating a signing request and the signing management process. Focusing on creating feature parity with minimal new features.
Starting with journey mapping the current process and then mapping a blue sky solution with all the features we wanted. From that we came back to reality and developed a realistic prototype to iterate and test with the team. The design received great feedback from the wider company over multiple design workshops.
The solution
We took the existing process and broke it down into three parts, signing request, user signing and signing management.
Within the signing request section a new wizard (a staged stepper) has been used to help users navigate through the process and make the process clearer and navigable. With the ever important ability to navigate forwards and backwards when creating a signing request, without losing all your progress. Along with combining the two previous functions of self signing and sign and multi sign into one simple function, allowing users to effectively change a self sign into a multi sign at any time in the process. A new feature of sequential signing was added here, to allow signing to be completed in a set order.
The user signing process got a slight update, mostly to allow for further responsiveness, with an aim to make further changes in the future.
A significant overhaul of the signing management dashboard was a big part of the work. With users now able to view and update details, filter documents, download document signing history in PDF, send reminders to signees, complete partially signed documents and extend request expiry dates. All of those are now possible within the new signing management dashboard.
These changes are expected to result in an improvement in functionality and create higher transparency for everyone. While also driving more people to use our document signing and continue to secure new customers with the appeal of our improved all in one signing function.
The results
We’ve had great feedback from our users since launching, with only minimal new requests coming from a very large update.
We also promoted the new signing updates to users who haven’t used the signing function recently and had 30% of those users then flow through to using the signing tool, equating to around 630 users.
So far we have also seen a significant increase in monthly average users of the signing function from just over 300 to over 1300 users. We hope to continue tracking and see how this goes over the next quarter before we make and additional upgrades to the signing functions.
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