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Improving the Sign Workflow and Custom Signature Experience

A document signing product where users send documents for signature. Used frequently in business-critical workflows where clarity and reliability are essential.

My Role: UX LeadLed research, problem definition, design improvements, and alignment with product and engineering.

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The Problem: BEFORE

The signing flow worked functionally, but key parts of the experience were unclear and inconsistent

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Core issues

  • System behaviour was not predictable

  • Actions triggered unintended outcomes (e.g. automatic SMS invites)

  • Users lacked control over how documents were sent

  • Signature placement and expectations were not always clear

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Impact

  • Confusion during setup and sending

  • Increased support requests

  • Reduced trust in the system

  • Slower workflows for users

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Objectives

  • Make system behaviour clear and predictable

  • Give users control over sending and notifications

  • Improve clarity around signature placement

  • Reduce friction in a high-frequency workflow

  • Decrease reliance on support

Research & Discovery

We gathered feedback from multiple sources

JIRA

Support tickets and real user cases

Collaboration with Sales

Internal feedback (Sales, CX)

Observation

Observing user behaviour in the product and small task based user tests.

Key Insights

After collecting feedback from multiple sources, identifying patterns and grouping problems the following insights emerged.

Users expect explicit control

Especially around communication (SMS, email)

System actions felt hidden

Users didn’t understand why things were happening

Small moments created friction

  • Signature placement

  • Sending flow

  • Recipient setup

Trust is critical in signing flows

Any confusion reduces confidence quickly

Defining the Opportunity

From:

  • “System handles sending automatically”

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To:

  • “User clearly controls and understands what happens”

Design Principles & Solutions

After research and ideation, designs started to take form.

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Make system behaviour visible and predictable

No hidden actions.

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We surfaced all table filtering and modernised, moving away from excel sheet style filtering.

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Adding new documents button wording was made more explicit and moved the decision behind what type of document your were adding into a decision modal.

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Give users control over sending and communication

Surfaced flow customisation into a settings panel. The space on the left is used for messaging the participant, uploading the documents and adding participants.

 

Clear control over recipients and notification methods

 

Reduced unintended actions

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Reduce friction in key workflow moments

Focus on high-frequency actions.

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We reduced the friction of adding participants and updating their signing roles and signing methods. This action was performed frequently but previously it was hidden behind an edit button. Reducing a four click flow to a 2 click flow.

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Addressed common edge cases seen in support

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Improve clarity around signatures and outcomes

New feature for custom signature placement for clear indication of where signatures will appear

 

Better alignment between setup and final document

 

Reduced uncertainty before sending

Outcomes

Reduced confusion in sending flow

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Increased user control and confidence

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Fewer unexpected system behaviours

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Improved overall trust in the product

What I Learnt

Small UX gaps can have large impact in frequent workflows

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Transparency builds trust more than automation

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Users need control over communication actions

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Real user issues often come from edge cases, not core flows

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