iOS redesign

Understanding the Problem

In the current mobile app, DocuSign experienced a significant decline in the success rate of signing and sending documents as users progressed further into the envelope creation process. Feedback from our customers highlighted that performing simple tasks on smaller devices was time-consuming and frustrating. Additionally, the app lacked accessibility features for customers with low vision or disabilities. To address these issues, I partnered with our research team to conduct thorough user research to identify the pain points leading customers to abandon the mobile app in favor of desktop.

Conducting User Research

To identify areas for improvement, I worked closely with our research team to conduct surveys and interviews with both enterprise and small business customers. Additionally, we organized focus groups involving our customer service representatives.

Research Findings

Research was able to identify 3 main areas of pain points within the app: Account Creation, Sign & Return, and Requesting Signatures.

I designed three posters showcasing our pain points and displayed them in the office to foster discussion and secure buy-in from our stakeholders.

Explorations

I co-led a workshop to brainstorm concepts based on our research findings. We utilized theCrazy 8s method to sketch out ideas for stakeholders to vote on.

I would then create low-fidelity explorations of the winning sketches for further discussions.

Once the team landed on a clear direction I then created higher-fidelity prototypes for A/B testing with select customers.

Building high fidelity prototypes

Example prototype of the Sending experience that illustrates:

(1) Adding documents and renaming them

(2) Adding recipients and reordering the signing order

(3) Adding fields for each recipient to fill and sign

(4) Reviewing and sending document

Final designs

After establishing a clear direction, I worked closely with the design systems team to develop our mobile-specific UI and components.