Unawa SignSecure

Providing an easy and secure mobile digital signature experience



Overview

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.

Problem Statement

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)

Veronica Velasco

Thea Trillanes

Jonas Fabrero

Marc Palarca

Tools

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


Business opportunities

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.


Process

We conducted several methods of research in order to understand and gather the most amount of information on our user's problems.

Research

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.

Step 3: Affinity mapping based on usability tests

Key findings from our interviews/testing

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

Goals

“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.”

Frustrations

"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

Goals

“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.”

Frustrations

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

The signatory's flow. Email to confirm identity → view document → choose whether to draw, type, or upload signature → sign each required field → submit document → sign up for an Unawa SignSecure account → end

The sender's flow. Login/create account → upload document/choose from template → fill out boxes where signatory is required to sign → choose recipient → send document to recipient → receive updates on document → end



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


Lessons learned

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.


Next steps

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.


Thank you for your time✨

If you have any thoughts/comments/feedback, please share them with me!