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"Take my money" a user said after testing our AI prototype feature which converts paper docs to an editable mobile friendly doc with translation options!
"Take my money" a user said after testing our AI prototype feature which converts paper docs to an editable mobile friendly doc with translation options!
Role: UX Manager
Contributions
Facilitate research & ideation activities.
Design vision & scope
Stakeholder alignment
Roadmap planning
Drive design system updates
Collaborators
Akanksha Singh (Sr. UX Designer)
Pirjo Vanem (Sr. Product manager)
Subramaniam V (Product Owner)
Myself (UX Manager)
Areas
Digital Signature
Documents management
Mobile 1st Adaptive design
B2B2C Freemium
User triggered AI enhancements
Situation
Situation
JioSign's adoption issues were evident, as hundreds of internal businesses choose to pay millions rather than use the free platform. With a low 57% task completion rate on mobile, and 0 conversions, something had to be done before it was viable for any business.
My role as UX Manager
My role as UX Manager
Lead the design team, and ideation workshops with cross-functional teams to build the vision for JioSign 2.0
Co-defined the strategy, roadmap & scope
Drive research activities and interview senior executive customers
Ensure the solution is based on research insights and design best practices
Mentor designers on their design and leadership craft
Experience on mobile before our design
Set direction & scope for research
Research objectives & methods
Why is there a low task completion rate?
Why is the adoption low?
Who are involved and how?
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:
Leadership discussions on business goals by George
Stakeholder interviews by George & Akanksha
Object oriented UX workshop with core team and SMEs by George
Desk research, usability tests and identifying job stories by Akanksha
Actionable Insights
Actionable Insights
Mobile specific experience is a Must Have, not a good to have:
Majority of signatories open the invite to sign on mobile from email or Whatsapp. Doc owners are often on the go from one client location to another. Without excellent support for mobile, Task Completion Rates will remain poor.
Re-sharing links on Whatsapp is common practice as email & sms invites are ignored by non-business signatories, reinforcing mobile issues faced.
Signatories are intimidated by in-person agents rushing them to sign the doc. Often sharing their personal mobile device with the agent to assist. Signatories who start-up their un-used laptops are bombarded with system dialogues and update requests that delay the process.
Assist with translations or summary: Signatories often sign documents without understanding the jargon or language. Taking away the ambiguity would certainly give peace of mind contribute as a quality of life feature.
Role based access and team experiences need to be built: Password sharing is currently being used as a workaround to collaborate on documents. This is wrong on so many fronts, especially legally!
Businesses need to create custom templates & workflows: Without which they are stuck re-uploading the same docs and setting up workflows each time they need to send a document. Industry specific templates like HR, Logistics, Inventory, Legal, etc., will make adoption easier.
Upsell when a document is successfully signed:
Without an upsell flow on successful signing we are loosing out on the best moment to convert a user to a business account. Touch-points with potential customers should not be wasted.
Provide modular integrations into legacy tooling, and related services which cover their e2e CX like cloud storage, Aadhaar verification, DigiLocker, POS devices, etc: Otherwise we loose customers to competitors offering all-in-one solution, ID verifications, and SDK &/ API integrations. We can compete with 3rd party modules post customer acquisition, through pricing and seamless experiences.
Facilitated Design sprint workshop
Defining Problem statements
I guided the team to weed out solutions from problem statements.
How might we
1. Reduce friction to sign documents?
2. Improve the doc setup, send, and track experience?
✅ MVP 🇮🇳India ⏳ Next 🏛️ AI legality?
Mobile 1st experience that supports both desktop and mobile.
Use iOS app clips and android instant apps to sign. ✅ 🇮🇳
Better WhatsApp support. ✅ 🇮🇳
Switch to 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. ⏳
Many More...
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*
Results*
74 SUS
Signatories
8 NPS
Signatories
96% TCR
Signatories
-30sec
Sign & Submit
78 SUS
Doc Owners
8.5 NPS
Doc Owners
*Prototypes were tested for Signatories SUS. 40 English speaking participants were selected from metro cities in India to get TCR. AI translated & mobile-friendly doc prototypes have not been tested)
Internal customers have requested workspaces populated with their templates to test the new JioSign. Participants compared it to the templates available in similar tools.
Signing in under 30 seconds for those who chose to apply signature in multiple places at once.
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 idea for the concepts below 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 options to:
• Convert to mobile friendly and accessible formats, and templates
• Auto-identify key areas like signature slots, dates etc.
• Translate document on request.
One of the test participants said "Take my money" after seeing this AI feature!
What's next?
We still have a long way to go, especially to make JioSign a competitive choice for document owners.
Templates & Workflows
Pay as you go.
Paper Doc to Digital with QR Code and back!
Embedded experiences for legacy apps
POS (Point of Sale) Devices
& So Much More!
If you are interested to work on some radical new stuff in the eSign space, get in touch with me on LinkedIn.
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