Providing an easy and secure mobile digital signature experience
In collaboration with four other designers, we were able to dedicate two weeks to conduct research as well as design interactive hi-fidelity prototypes.
What is Unawa SignSecure?
Unawa SignSecure is a web and mobile platform that provides legally-binding digital signatures.
How might employees and MSMEs in the Philippines have a localized digital signature service on their mobile phone that is easy-to-use, simple, and secure?
Roles & Tools Used
Research & UX/UI Design
(Me) Mariel Lopez (Research, writing, UX/UI)
Figma: mid-fidelity prototypes, hi-fidelity prototypes
FigJam: user research notes
Notion: general notes
Scope & Constraints
Project duration. We had 2 weeks to work on the project, from user research to presenting hi-fidelity prototypes to the client
Unawa has the opportunity to be the first local digital signature platform in the Philippines as the competitors are mostly foreign companies like DocuSign and HelloSign.
We conducted several methods of research in order to understand and gather the most amount of information on our user's problems.
Throughout our research, our goal was to address the following questions:
→ Who are we solving the problem for?
→ What problems are we trying to solve?
→ Why are the problems significant?
→ How are the solutions designed?
→ What feedback did we receive on our designs?
Step 1: Determine our target group
Two-year goal. To uncover the target group, we considered the company's two year goal: to be the digital signature platform of choice for entrepreneurs and MSMEs in the country.
Target group. Our team chose employees that use digital signatures on a daily basis as part of their job as our target group for this project.
Step 2: User interviews & usability testing on competitor's product
Usability tests. We interviewed a total of 13 participants who could be potential users of SignSecure. 5 of whom sends out contracts on a regular basis.
As Unawa SignSecure did not have a live product we could test, we conducted the usability tests on competitors' platforms: DocuSign and HelloSign.
We asked our users their experience on:
→ How they send out contracts to determine their pain points
→ Discover what inspires them to use the product they were using
For privacy reasons, the last names of our participants have been blocked out.
Feedback from the senders:
"How do I know that the document I'm sending is secure?"
"It's tiring to upload the same documents again and again"
"It feels very tedious to have to keep sending the same documents to different people"
Feedback from the signatory's:
"How many more signatures do I need to put? How far along am I?"
"Hmmm.. the copy isn't so clear? What does adopt and sign mean?"
"Can anyone access my signature?"
Step 4: User persona
User 1: Hannah Santos (Sender)
Human Resources Officer @ RiverMaya Investment Group
“As an HR officer, I need to send out contracts to dozens of employees and get their signatures quickly, so that I can focus on onboarding new employees for our growing company.”
"How might I adopt digital signatures in my job when the learning curve is steep?"
Frequently skims through emails to track all contracts she sends and receives
Time wasted on continuously sending the same document to multiple recipients one-by-one
Insights from our senders
→ Users were unaware of the status of the documents after sending
→ Users had difficulties understanding the wording used on competitor's digital signature platforms
→ Users preferred using wet signatures rather than dealing with error messages on digital signature platforms
User 2: Rico Rodriguez (Signatory)
UX Researcher @ RiverMaya Investment Group
“As a busy UX researcher, I need to sign the required notice from HR quickly, so that I can focus on my other important tasks today.”
There is no opportunity for him to provide a thorough and in-depth explanation to the sender of the WorkFromHomeAgreement.pdf on why he declines to sign the document.
Tired of constantly writing his signature on each page and hesitant to upload his signature on the app because of security concerns.
Insights from our signatory's
→ Users did not have the ability to share with the sender why they declined/refused to sign a document.
→ Users were unsure whether signing a document digitally was as secure, safe, and trusted as a wet signature.
→ Users did not know how many times they needed to sign when they initially opened the document.
Step 4: User flows
How we solved our user's problems
→ Track their document and remind their recipients of their pending documents
→ Send documents with ease using customizable templates
→ Safe and secure encryption using the digital key infrastructure (private key and public key) to ensure only the sender and signatories have access to the document
View our Figma prototype
My main role was designing and copywriting the signatory's experience, which is the default screen you see here.
Feedback on our proposed prototypes
"I like how there's an option to decline to sign the document and be able to tell the sender as to why."
"Having the required fields is nice. I see the number of signatures I need to sign when I see the document."
"Convenient in a way that it's sent straight to email. It's accessible."
"It's smooth and clear, and I feel guided. I know what I need to do and it's easy to understand."
"I still don't fully understand how you keep our document secure? Where is our document saved? Is it on a cloud?"
Stills of screens I designed
Take a step back and regroup. Towards the end of our project, we had important discussions on what features we wanted to prioritize over others, and it would have been helpful for us to have done this right after our usability testing instead so we could focus on designing these features right away.
If we had more time and resources, what would we do next?
More usability testing. As we were only able to test 5 users in the two weeks, by having the opportunity to test 5 more, we would uncover more insights and receive more feedback on our proposed prototypes.
Explore more features. Consider the opportunity for users to leave comments/attachments in real-time on the document and add the bulk-send feature to make it even easier for users to send documents to multiple signatories.