Electronic Signature Platform

Enterprise E-Signature Platform Redesign

Decoding User Frustration

The original product was a technically powerful tool for document authentication that suffered from a high «entry barrier.» Users found the platform intimidating, and high abandonment rates were plaguing the conversion funnel. As the Sole Designer, my mission was to dismantle the technical complexity and rebuild the experience from the ground up, starting with a deep dive into the «Why» behind user failure.

My Role: Lead Researcher & Sole Designer

I took full ownership of the end-to-end process, but for this project, I acted as a UX Researcher first. I designed and executed a comprehensive research plan to bridge the gap between business requirements and the diverse needs of our users, ensuring that every design decision made later in the process was backed by qualitative and quantitative data.

The Discovery Phase: Mapping the Friction

To move beyond assumptions, I conducted a rigorous research sprint:

Empathy Mapping & User Personas: I identified a critical generational divide between «The Creators» (older, legacy-system users) and «The Signers» (high-speed mobile users).
Customer Journey Mapping (CJM): I mapped the entire signing lifecycle, which revealed that «The Creators» were using manual workarounds outside the platform because they didn’t now they could do it within app’s internal workflow.
Clustering & Affinity Mapping: After conducting stakeholder and user interviews, I synthesized the data to identify the «Missing Scroll» as the primary technical killer of the experience.
MoSCoW Prioritization: With limited dev resources, I used the MoSCoW method to negotiate which features were «Must-Haves» (like the floating navigation bar and drag-and-drop chips) to ensure we delivered the highest impact with the least technical risk.

Process: Iterative Validation (From Lo-Fi to Hi-Fi)

I adopted a «Test Early, Fail Fast» approach to ensure the final product was bulletproof:

Lo-Fi Wireframing & Testing: Before a single pixel was polished, I tested low-fidelity wireframes to validate the navigation logic. This is where the «Floating Bar» concept was born—it was the only solution that successfully guided users through multi-page documents without a native scroll.
Hi-Fi Prototyping & Final Validation: Once the logic was sound, I built high-fidelity prototypes to test the «Drag-and-Drop» signature placement. Testing showed that this familiar mental model reduced document preparation time significantly for the «Creator» profile.

Impact: Data-Driven Success

By putting research at the forefront, I didn’t just redesign an app; I optimized a business process.

Removed the «Support Burden»: The new, intuitive navigation drastically reduced support tickets related to «document completion.»
Increased User Trust: By modernising and aligning the UI with industry standards (familiar drag-and-drop logic), we gave users more security, leading to higher adoption rates among corporate clients.
Strategic Alignment: My research artifacts established a shared source of truth. This allowed me to pivot the conversation away from technical assumptions and align stakeholders and developers around validated user needs.