Enabled +10Lac eSign/day
on a Mobile 1st experience

Situation

JioSign's broken B2C & B2B eSign experiences led to poor adoption and high churn rate internally with only 50K-1Lac eSigns/day. The eSign market in Inda is expected to grow at a CAGR of 44.4% from 2025 to 2030. The 2025 UX of JioSign was transferred to my team.

My role & team
As the manager of the Patterns team, I identified eSign as a pattern to be used across the Jio 2.0 ecosystem. I own the UX Research, Design vision, and co-own the strategy with product & engineering.

I'm responsible for UX research and design deliverables of my team. Additionally, I run workshops with stakeholders to refine the product roadmap, and align UX & business priorities, by ensuring a focus on research, insights, best practices and asking pragmatic questions.

Task

We needed to make the signatory and document owner's experience easy to use and useful to small & large businesses of various domains.

Our high-level short term goals:

Stop the churn and reacquire 200+ internal businesses by 2026-28.
Onboard & retain external customers by 2026.
Improve Task Completion Rate
Launch the new MVP experience internally in 2025.

Object oriented UX workshop

Action

First, I had to amicably take over the product from the previous design team, while requiring them to continue supporting the live product. This meant several difficult discussions of merging parrallel roadmaps and shifting priorities.

Next, I set clear research objectives, methods and timelines to understand eSign domain in India, and bring the whole team on the same page.

Research objectives:

Understand the users motivations and pain-points.
Understand eSignature domain and competitors
Identify key areas to prioritise for the MVP

Understand workflows & templates required and deep dive into industry specific requirements.
Identify hinderances to adoption/conversion

Reaserch methods:

Desk research, usability tests and identifying job stories by Akanksha
Stakeholder interviews & workshops by George & Akanksha

Key Research Insights:

I guided the interpretation of the team's research findings into clearer communicable insights and their severity to leadership.

Not built for mobile: No Mobile web, iOS or Android apps, even though majority of users only have access to smartphones.

B2B users were forced to share passwords to collaborate on documents

No templates meant that users had to re-upload docs and re-setup workflows

Re-sharing links on Whatsapp was common practice as email & sms invites are ignored, reinforcing mobile issues

Signatories find the experience intimidating as they are rushed by agents to sign the doc, and end-up sharing their personal mobile device with the agent to assist. They sign the doc without understanding the jargon or language.

Signatories who own a laptop but haven't used it in a while end up receiving to many system dialogues delaying the process.

No conversion flow inviting signatories to try JioSign for their business' eSign needs.

No integration with JioCloud (Jio's - Google Drive) prevents a bundled plans making Zoho a more appropriate all in one solution.

Defining Problem statements

I guided my team to weed out solutions & strategies inserted into the initial problem statements. By asking better questions the team refined it to 2 directional problem statements.

For signatories

The intimidating agent dependent non-mobile experience doesn't serve majority of Indian signatories, who may also not understand what they are signing due to the technical jargon and language.

For Document owners

The failed attempts to sign by signatories, lack of custom templates, collaboration, basic features, make paper docs, and other competitors a more viable solutions rather than struggle with the workarounds.

Ideation

How might we build a better end to end

eSign experience for Indians?

✅ MVP 🇮🇳India ⏳ Next 🏛️ AI legality?

Full-fledged Mobile-first solution, and perhaps use app clips or instant apps. ✅ 🇮🇳
WhatsApp support. ✅ 🇮🇳
OTP for login and just-in-time notifications. ✅ 🇮🇳
Set expectations before In-person agent appears. ✅
Role-based UX. For eg. Collaborators may have access to add or remove participants but not edit the doc. ✅
Industry specific templates/workflows & bulk actions. ✅
Support multiple Indian languages. Use an AI to translate print docs and summarise hard to understand documents. ⏳ 🏛️ 🇮🇳
Reformat documents to be editable and mobile friendly. ⏳🏛️
Invite link in email as QR code to documents. ⏳ 🇮🇳
In-person agents would need a dedicated experience on their own device, while interacting with signatories. ⏳
Integrate JioID for SSO benefits. ⏳
Design JioSign to be embeddable as plugins into legacy apps. ⏳

New Design Principles & experience

The mobile first experience now makes all previous features usable on mobile and introduces mobile specific features.

New Document Owner Experience

Uploading documents
Users can now scan or upload from their mobile,
rename the doc, and change the signing doc after upload.

Adding/editing participants
Familiar experiences on mobile and desktop,
with upfront notification management.

Signing order
Introduced clickable arrows to change signing order if set,
instead of using text boxes as in the current setup.

Adding input fields
Drag & drop UX on desktop. Tap, then drag and drop on mobile.
Colour coded participants to reduce confusion and errors.

Optional message & summary
Similar on mobile and desktop, with upfront notification management. Unnecessary details are hidden, but just a click away.

Document sent confirmation
User is auto navigated to documents list page with confirmation banner and an updated documents list highlighting the document.

New Signatory Experience

Signatory invite & login

A new email and WhatsApp invite with clearer instructions and video.
Signatories can now sign-up/in with OTP and correct their name during signup.

Document Review

Next, the document is presented similar to pdf viewer with bold CTAs to primary actions.
The grid icon lets users get a thumbnail view of all pages.

The more icon reveals an option to view supporting docs, participants,
and in mobile, the hidden decline button

Adding signatures or other fields

A contextual CTA helps the signatory move through input fields fast.

Confirmation & Upsell

Results

79 SUS Signatories

100% TCR Signatories

78 SUS
Doc Owners

8.5 NPS
Doc Owners

*Only prototypes were tested for Signatories SUS. 40 English speaking participants were selected from metro cities in India to get TCR.

Doc owners & field agents NPS score increased by 3.5
Signatories NPS score improved from 4 to 8
79 SUS score for stage 1 prototypes among English-speaking customers. (AI translated & mobile-friendly doc prototypes have not been tested)
78 SUS score from doc owners of Jio internal business. Internal customers have requested workspaces populated with their templates to test the new JioSign. The "easy to use..." question scored lower as the participants compared it to the templates available in similar tools.
Signing time under 30 seconds for those who only needed to add their signature in multiple places.

Other Feedback/ requests

Ability to name signing order groups would be helpful in business workflows.
Unclear if navigating back to add more participants would lose unsaved changes.
Need the ability to authorize someone to place signatures on their behalf.

AI Enhanced Experiences

The concepts came out of an AI ideation workshop I conducted. I periodically meet legal to cover any concerns. This lead to a design change that meant that the doc owner had to allow translation by AI, and not just a choice of the signatory. The doc owner would need to be shown .

• Convert to mobile friendly and accessible formats, and templates
• Auto-identify key areas like signature slots, dates etc.
• Translate document on request.

What's next?

Templates & Workflows
Credit purchase for Pay as you go.
Embbeddables for legacy apps

Google Sites